Feezo Almani
@feezoalmani
I lead customer support teams, improve KPIs, and resolve complex escalations across regional markets.
JordanWhat I'm looking for
At Amazon, I lead a customer support team serving Egypt, the UAE, and KSA, handling inquiries, orders, refunds, and delivery issues while resolving around 350 cases each week.
I set KPI targets, coach agents through performance gaps, mentor 30–40 people on difficult calls and complex complaints, and manage schedules and coverage during high-volume periods. I also review case data, calls, messages, emails, and concession requests to identify recurring issues before they grow.
My background includes customer support for Landmark GCC and Samsung KSA, along with work in 2D and 3D branding and animation. I support customers in Arabic and English and work closely with other teams to resolve issues that go beyond a single ticket.
Experience
Work history, roles, and key accomplishments
Lead a team handling customer inquiries, orders, refunds, and delivery issues across Egypt, UAE, and KSA, resolving around 350 cases a week while keeping performance among the top 10 agents on the team. Review agent calls, messages, emails, and concession requests to spot recurring issues and report them to management, supporting Amazon's customer obsession standard and keeping satisfaction scores
Service Advisor
Crystel
Oct 2019 - Apr 2020 (6 months)
Handled customer support for the Landmark GCC and Samsung KSA accounts — inquiries, complaints, and follow-ups. Cross-sold rewards and discount programs where relevant, toward the team's sales targets.
Customer Services Representative
Crystel
Jul 2017 - Oct 2017 (3 months)
Handled account documentation and customer inquiries, keeping orders accurate.
Alexa Data Service Agent
Review voice-assistant audio in multiple languages and flag where the response missed the intent.
Education
Degrees, certifications, and relevant coursework
Middlesex University
Diploma, Visual Effects Animation
Completed a Visual Effects Animation Diploma in partnership with SAE / Luminus Group in 2019.
University of Sussex
BSc, Computer Science in Digital Media
Earned a BSc in Computer Science in Digital Media from the University of Sussex in 2017.
University of Sussex
International Foundation Year, Digital Media
Completed an International Foundation Year in Digital Media at the University of Sussex in 2016.
Tech stack
Software and tools used professionally
Availability
Location
JordanAuthorized to work in
Salary expectations
Social media
Job categories
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