ZKZaid Kilani
@zaidkilani
Dedicated customer service professional with a focus on satisfaction.
JordanWhat I'm looking for
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
Team Operation Manager
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.
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 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 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.
Education
Degrees, certifications, and relevant coursework
TUThe 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.
Comprehensive Secondary School for Boys
High School Diploma, General Education
2016 - 2016
Grade: 92/100
Achieved a high school diploma with a score of 92/100, demonstrating strong academic performance and foundational knowledge.
Tech stack
Software and tools used professionally
Availability
Location
JordanAuthorized to work in
Job categories
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