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Islam AlRahahleh

@islamalrahahleh

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Quality Assurance & WFM Coordinator at Gistec, building Esri’s RRQ team and sustaining 97%+ adherence.

Jordan

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At Gistec’s Esri MEA Support Center, I built the Regional Routing Queue team from scratch, taking it from planning through pilot to go-live. The team of four Tier 2 analysts handles hard cases escalated from other support centers.

I manage day-to-day QA operations and a team of 50 analysts, while building coverage schedules on Genesys Cloud and producing Power BI dashboards. Adherence stayed above 97% every month, CSAT was above 4.70, and escalation rates were very low.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance & WFM Coordinator

Current

Gistec

Mar 2023 - Present (3 years 8 months)

Manage QA operations and workforce planning for a 50-analyst team, achieving adherence above 97% and CSAT above 4.70. Built the Regional Routing Queue team and delivered improvements using Agile, Waterfall, and Hybrid approaches.

Quality Assurance Workforce Management Genesys Cloud Salesforce ServiceNow Power BI SQL ArcGIS Agile Waterfall Hybrid

Technical Support Analyst

Gistec

Jan 2020 - Mar 2023 (3 years 2 months)

Provided technical support for ArcGIS and related technologies, configuring and licensing Esri products. Supported ArcGIS Online and Desktop, and logged defects to drive software improvements.

ArcGIS ArcGIS Enterprise ArcGIS Pro ArcMap Technical Support Troubleshooting

GIS Engineer

General For Computer and Electronics (GCE)

Jan 2018 - Dec 2019 (1 year 11 months)

Worked on Jordanian government GIS projects in ArcMap, converting urban regulatory plans into GIS maps. Mapped electricity poles and meters and built a geodatabase linking them.

ArcMap GIS Geodatabases Data Conversion

Intern

Ministry of Public Works and Housing

Jan 2017 - Dec 2018 (1 year 11 months)

Interned in the Department of Surveying and Geomatics, gaining practical experience in surveying and geomatics.

Education

Degrees, certifications, and relevant coursework

B.Sc. in Surveying and Geomatics (Civil Engineering)

Bachelor of Science, Surveying and Geomatics

2012 - 2016

Grade: Very Good

Graduated with a B.Sc. in Surveying and Geomatics (Civil Engineering) from 2012 to 2016. Graduation project focused on landfill site selection for Al-Balqa Governorate using GIS and multi-criteria decision analysis.