Hatem Joudeh
Dubai
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
15
15
years of professional experience
Work History
Digital Channels Executive
Al Ansari Exchange
03.2023 - Current
- Managed high call volume, maintaining professional demeanor and ensuring accurate information was relayed to customers.
- Enhanced team performance by collaborating with colleagues and sharing best practices for effective communication.
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements.
- Consistently met or exceeded sales targets by utilizing persuasive selling techniques and strong product knowledge.
- Excelled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Contributed to development of new training materials, resulting in increased employee engagement and productivity.
- Provided exceptional support to peers, assisting with onboarding and coaching new team members for success.
- Reduced average call handle time while maintaining high-quality service through efficient problem-solving skills and attention to detail.
Business Development Specialist
Parts Market
01.2022 - 01.2023
- Expanded client base by identifying and targeting new business opportunities through market research and analysis.
- Developed and executed strategic sales plans, resulting in increased revenue and profitability for the company.
- Established long-term partnerships with key stakeholders, fostering trust and collaboration for mutual success.
- Enhanced brand visibility by designing and implementing innovative marketing campaigns across various platforms.
Account Manager
Geeks
05.2019 - 12.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Camp Administrator
Edgo
02.2013 - 05.2019
- Improved camp operations by streamlining administrative processes and implementing efficient systems.
- Enhanced camper satisfaction by addressing concerns promptly and developing effective solutions.
- Managed staff schedules, ensuring proper coverage for all camp activities and maintaining a high level of organization.
- Coordinated with various departments to ensure smooth functioning of the camp''s daily routines and special events.
Bank Teller
Bank Of Jordan
03.2009 - 01.2013
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Streamlined teller operations for better workflow by implementing time-management strategies.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
Education
Bachelor of Science - Computer Science
University of Jordan
Jordan01.2009
Skills
- CRM Software
- Information tracking
- Quality Assurance
- Training Management
- Coaching and Mentoring
- Reporting skills
- Customer Retention
- Business Development
Additional Information
* Valid UAE Driving License.
* Currently Residing in Dubai.
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Digital Channels Executive
Al Ansari Exchange
03.2023 - Current
Business Development Specialist
Parts Market
01.2022 - 01.2023
Account Manager
Geeks
05.2019 - 12.2020
Camp Administrator
Edgo
02.2013 - 05.2019
Bank Teller
Bank Of Jordan
03.2009 - 01.2013
Bachelor of Science - Computer Science
University of Jordan
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