Open to opportunities

Zaid Kilani

@zaidkilani

Message

Dedicated customer service professional with a focus on satisfaction.

Jordan

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer service professional with extensive experience in managing inquiries and resolving issues across various channels. Currently, I serve as a Team Operation Manager at Concentix, where I lead an upskilling program for a major e-commerce platform serving the Gulf and European markets. My role involves developing and executing strategic plans to guide my team towards achieving performance and learning objectives while ensuring client communications align with program goals.

Previously, I worked in customer service and back-office roles, where I honed my skills in managing customer inquiries and complex cases. My experience at Global Exchange and Aramex has equipped me with the ability to handle high-pressure situations while maintaining exceptional customer care. I am passionate about enhancing customer satisfaction and contributing to organizational success through effective communication and case management.

Experience

Work history, roles, and key accomplishments

Current

Team Operation Manager

Current

Concentix

Oct 2023 - Present (1 year 8 months)

Managed a team for an upskilling program in a major e-commerce platform serving the Gulf and European markets. Developed strategic plans, ensured client communication alignment, and organized team tasks for efficiency.

Team Management Strategic Planning Client Communication Performance Management

Customer Service, Back Office

Concentix

Oct 2023 - Dec 2023 (2 months)

Initially provided customer support via live chat for a major e-commerce platform, later transitioned to back-office operations handling complex cases and ensuring compliance with company standards.

Customer Support Live Chat Support Compliance

Customer Service Representative

Global Exchange

May 2023 - Aug 2023 (3 months)

Performed customer transactions at Queen Alia International Airport, ensuring compliance with legal requirements while delivering excellent customer care.

Customer Care Legal Compliance Communication Problem Solving

Customer Service Representative

Aramex Ltd

May 2021 - Aug 2021 (3 months)

Managed inbound and outbound calls for customer service in Gulf countries, addressing inquiries and resolving issues to ensure customer satisfaction.

Outbound Calling Customer Satisfaction Communication

Education

Degrees, certifications, and relevant coursework

The Hashemite University

Bachelor of Engineering, Mechanical Engineering

2016 - 2020

Grade: 3.39/4

Completed a Bachelor degree in Mechanical Engineering with a GPA of 3.39/4, focusing on the principles of engineering design, thermodynamics, and fluid mechanics.