Open to opportunities

Sohaib Tawalbeh

@sohaibtawalbeh

Message

I lead customer care operations, improving SLAs, efficiency, and satisfaction.

Jordan

Message

What I'm looking for

I'm looking to lead customer care or operations teams where I can improve service quality, SLA performance, reporting, and customer experience through practical process improvements.

I've led customer care operations at Amazon and Lavndry, managing B2C and B2B support, SLA compliance, team performance, and service quality. At Amazon, I led 25+ representatives and introduced support systems that reduced AHT by 20% while improving positive feedback scores by 15%.

At Lavndry, I established Freshdesk from scratch, optimized ticket workflows, produced KPI reporting, and coordinated invoicing and operational needs with B2B partners. My background also includes research, data analysis, T24 banking-system implementation, data migration, testing, and end-user training.

Experience

Work history, roles, and key accomplishments

Customer Care Team Lead

Lavndry

May 2025 - Dec 2025 (7 months)

Established and configured Freshdesk from scratch, optimizing ticket workflows. Led end-to-end Customer Care operations for B2C and B2B partners, ensuring SLA and quality compliance.

Freshdesk KPIs SLA performance reporting Process Improvement Team Leadership Stakeholder Management Problem Solving

Customer Service Manager

Amazon

Nov 2017 - Aug 2024 (6 years 9 months)

Led a team of 25+ representatives to deliver exceptional customer support, achieving high satisfaction ratings. Streamlined operations through new support systems, reducing AHT by 20% and increasing positive feedback scores by 15%.

Team Leadership Customer Satisfaction Performance Evaluation Cross Functional Collaboration Data Analysis Process Improvement Feedback Mechanisms KPIs

Research Associate

General Census of Population Project

Aug 2015 - Oct 2017 (2 years 2 months)

Conducted comprehensive research and data collection to support project objectives. Ensured data accuracy through meticulous verification and utilized advanced analysis techniques to provide actionable insights.

Research Data Collection Data Analysis Data Verification Collaboration Time Management Report Writing

T24 System Implementation Specialist

Cairo Amman Bank

Sep 2014 - Jul 2015 (10 months)

Facilitated successful deployment of the T24 banking system by collaborating with cross-functional teams. Contributed to data migration, system testing, end-user training, and process documentation.

T24 System Implementation Data Migration System Testing Training Documentation Problem Solving Configuration