Bachelor’s Degree in Accounting and Business Law

CRM & Digital Transformation

Worked across multiple roles within Jordan Ahli Bank, contributing to the bank’s digital transformation, CRM strategy, process optimization, and customer experience enablement.

Started in customer-facing and operational support roles, gaining a solid understanding of core banking operations, customer needs, and service workflows. Progressed into innovation and digital platforms functions, where I supported the implementation of digital onboarding solutions, chatbots, cloud-based services, and system integrations to enhance customer accessibility and engagement.

Advanced into strategy and process roles, leading and supporting enterprise-wide CRM initiatives focused on building a centralized 360-degree customer view across branches and contact center operations. Played a key role in integrating CRM systems with core banking and telephony platforms to enable real-time customer data access and workflow automation.

Led business process analysis and process mining activities to identify inefficiencies and automation opportunities, resulting in the replacement of manual, paper-based workflows with scalable digital and cloud-based solutions. Contributed to the definition of KPIs, performance governance frameworks, and the development of BI dashboards to support data-driven decision-making.

Actively delivered cross-functional digital transformation projects, aligning business, IT, and operational teams to improve execution speed, service consistency, regulatory compliance (including KYC automation), and overall customer experience. Demonstrated strong capability in translating business requirements into practical technical solutions that improved operational efficiency and customer-centric service delivery.