Based in Amman. Working across GCC & MENA.
Customer experience
& operations leadership
I help people become confident leaders and businesses improve service and performance. Built on a decade in contact center operations.
Currently at Aramex
Services
Build the skills, habits, and confidence to move forward in your career and make a real difference to your team.
Connect your people, processes, and performance priorities. My focus spans service quality, customer retention, churn management, and the KPIs that guide daily operations.
Start with your goals and your team’s challenges.
Turn the priorities into practical next steps.
Apply, learn from feedback, and refine as you go.
Jan 2016 — Apr 2017
Customer Service Specialist
Apr 2017 — Mar 2023
May 2023 — Nov 2024
Customer Experience Manager · Kitopi account
Nov 2024 — Present
Current role
Contact Center Operations Manager
Recommendations
Musallam was an exceptional team manager during our time working together. He was highly responsible, ensuring that our team met or exceeded all performance metrics on a consistent basis. He always keeping the team and us informed of any updates or changes to our processes. He is dedicated, hard-working, and has a passion for delivering outstanding results.
I have worked with Mohammad for over 6 years in multiple projects. Mohammad always had a sharp eye for detail and was consistently able to identify areas where we could improve our retention efforts. He is particularly skilled at developing creative and innovative strategies to improve churn, increase customer loyalty and engagement.
Mohammad is one of the most talented managers I have ever met… he would always turn complex problems into ones that are very simple to solve.
Musallam is a very positive and fast learning manager, who have succeeded in standing up in his new position of Retention manager so quickly, using all his skills, experience and people management skills to be a very strong manager in no time. Musallam has been a solid reason for achieving the team's targets and KPIs and has been an added value to the management team in general and the Jordan leadership team in specific.
I've been working with Mohamed for 3 years, he was supportive and very cooperative team member.
Mohamed also creates opportunities for improvement.
Let’s start a conversation
Tell me what you’re working toward and pick a time that suits you — we’ll start there.
