Nizar Abu Jodeh

About

Detail-oriented tech support and customer service professional with 1+ year of experience handling technical issues, customer inquiries, and multichannel support across chat, email, and internal systems. Experienced in resolving access, hardware, software, and service-related issues while maintaining high quality and productivity targets.

Experience

• Chat Customer Advisor
  Concentrix · Irbid
  Mar 2026 – Present

  Deliver high-quality customer support through live chat for a global travel industry client, handling 50+ customer interactions daily while ensuring accurate and timely issue resolution. Handle a high volume of customer inquiries while consistently meeting quality, productivity, and customer satisfaction targets. Resolve complex customer concerns by applying strong analytical thinking, empathy, and effective communication. Collaborate with colleagues and support teams to ensure seamless customer experiences and efficient case resolution. Demonstrate ownership, accountability, and attention to detail while maintaining compliance with company and client standards. Improved chat response times by 20% through proactive identification and resolution of common customer issues, enhancing overall client satisfaction.

• Customer Service Specialist
  Extensya
  Jul 2024 – Apr 2025

  Provide fast and accurate email and chat-based technical support, handling 80+ support inquiries daily while maintaining service quality. Coordinate with internal teams to escalate unresolved cases and ensure follow-up. Operate efficiently under pressure while consistently meeting 95% of daily KPIs. Diagnosed and resolved telecom and service-related issues, achieving a high resolution rate for email and chat support inquiries. Leveraged Active Directory and Google Workspace tools to efficiently manage user accounts and resolve access issues for remote employees. Utilized Bomgar and BeyondTrust for remote desktop support, diagnosing and resolving over 50 hardware and software issues weekly.

• Leader of Activities Team
  INU
  Nov 2023 – Feb 2026

  Led the Activities Team, organizing expos, technical lectures, and networking events. Connected 35 students with IT companies, creating opportunities for career development and industry engagement. Hosted industry experts from Atypon and Microsoft, giving students direct exposure to the tech industry. Collaborated with multiple IT clubs nationwide, strengthening cross-university networking and community engagement.

• Delivery Agent
  Self-Employed · Irbid
  Apr 2023 – Dec 2023

  Managed 25+ deliveries with excellent client interaction. Maintained customer satisfaction by resolving queries and delays professionally. Optimized delivery routes and schedules to minimize travel time and ensure timely package arrival for over 50 clients weekly.

• Sales Representative
  Self-Employed · Irbid
  Feb 2020 – Oct 2022

  Built and managed an independent field sales business, serving 30+ customers daily through direct sales, order management, and personal delivery. Managed the full sales cycle, generating 50+ daily orders through lead generation, product demonstrations, negotiation, and closing. Personally delivered customer orders, including same-day repeat orders, weekends, and holidays, ensuring reliable service and customer satisfaction. Developed strong communication, time management, customer service, and relationship-building skills through direct, face-to-face sales.

• Sales Representative
  Bon-Shoaa Coffee Shop · Irbid
  Oct 2019 – Feb 2020

  Exceeded daily sales targets by 7–10% through effective product recommendations. Strengthened customer relationships and improved retention by serving 90+ customers daily through proactive support and personalized service. Developed and implemented a customer loyalty program that increased repeat business by 15%.

Education

• Bachelor's Degree
  Irbid National University · Irbid National University
  Software Engineering · Sep 2023 – Dec 2026

Skills

Tools / apps / platforms

⚽ Extracurricular activities

• Leader of Activities Team, Software Engineering Club (SEC)

  Led the Activities Team at Irbid National University, organizing expos, technical lectures, and networking events.