Yaser Alshdaifat
Lee's Summit
Summary
Trusted Computer Technician skilled at safeguarding business continuity by maintaining maximum performance and reliability of owned assets. Provides consistent repair and replacement services. Proponent of impactful preventive maintenance and responsive corrective measures. Hardworking Computer Technician with exceptional insight regarding malware, cyber threats and ways to deflect violations from systems and networks. Diligent employee with expertise upgrading networks, software, applications and hardware. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Resourceful Disputes Specialist known for high productivity and efficient task completion. Specialize in conflict resolution, negotiation tactics, and regulatory compliance to navigate complex disputes effectively. Excel in communication, problem-solving, and analytical thinking to achieve resolutions that meet all parties' needs. Bring calm professionalism and strategic insight into challenging situations, ensuring swift, fair outcomes.
Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Analytical and insightful Dispute and Fraud Analyst known for high productivity and efficient task completion. Possess specialized skills in financial analysis, fraud detection methodologies, and dispute resolution processes. Excel in critical thinking, problem-solving, and communication, ensuring effective collaboration with teams to mitigate risk and protect company assets.
Methodical professional in financial record-keeping known for high productivity and efficient task completion. Possess specialized skills in software applications for accounting, regulatory compliance, and financial reporting. Excel at analytical thinking, problem-solving, and time management which significantly contribute to achieving accuracy and meeting deadlines in fast-paced environments.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
8
8
years of professional experience
Work History
Bank of America Coach for new hires
Bank of America
Johnson City
10.2024 - 12.2025
- Guided team members in developing customer service skills and strategies.
- Facilitated training sessions to enhance employee knowledge of banking products.
- Coordinated performance evaluations to identify areas for improvement and growth.
- Implemented best practices for effective communication within teams.
- Analyzed customer feedback to refine coaching methods and approaches.
- Mentored new coaches on operational procedures and client engagement techniques.
- Collaborated with management to align coaching initiatives with company goals.
- Developed resources and tools to support ongoing employee development efforts.
- Mentored and encouraged youth to develop strong work ethic by being positive role model and regularly practicing skills.
- Organized and implemented training sessions, drills and exercises to improve technique, agility and strength.
- Facilitated onboarding sessions to introduce company policies and procedures.
- Collaborated with management to identify training needs and improve programs.
- Mentored new employees to ensure understanding of job responsibilities.
- Evaluated training effectiveness through feedback and assessments.
- Coordinated logistics for training sessions, including scheduling and resources.
- Implemented best practices for employee engagement during training activities.
- Assisted in creating a positive learning environment for diverse teams.
- Mentored and coached newly hired employees in their roles and responsibilities.
- Conducted orientations for new hires, introducing them to company policies and procedures.
- Provided guidance on job-related issues to new hires during their first weeks with the organization.
- Created onboarding materials such as handbooks and manuals for new hires.
- Gathered feedback from recently hired employees regarding their experience during onboarding.
- Collaborated with Human Resources personnel on recruitment strategies aimed at attracting top talent.
- Conducted follow-up sessions to ensure that new hires were properly assimilating into the workplace environment.
- Assessed the performance of each new hire throughout their onboarding process, providing feedback when necessary.
- Analyzed data from previous training programs in order to improve future initiatives.
- Facilitated group discussions between experienced staff members and new hires to provide insight into job expectations.
- Monitored progress of each individual trainee during the onboarding period to ensure they are meeting expectations.
- Prepared reports summarizing key findings from each stage of the onboarding process.
- Scheduled regular meetings with department managers to discuss best practices related to employee onboarding.
- Demonstrated the use of computer systems, software applications, and other technology tools used by new hires.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Explained goals and expectations required of trainees.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
Customer Service Representative, Billing Dispute Department
Bank of America
Johnson City
06.2023 - 12.2025
- Handled customer billing disputes accurately and professionally across phone, email, and written correspondence.
- Reviewed invoices, account statements, and transaction history to identify discrepancies and root causes.
- Investigated disputed charges by coordinating with internal billing, finance, and technical teams.
- Explained billing policies, charges, and adjustments clearly to customers, ensuring transparency and trust.
- Resolved disputes in compliance with company policies, regulatory requirements, and service-level agreements (SLAs).
- Coordinated with internal teams to resolve disputes accurately and within regulatory timelines.
- Processed billing corrections, credits, refunds, and adjustments in the billing system.
- Maintained detailed and accurate case documentation for audit and follow-up purposes.
- De-escalated customer concerns and complaints while maintaining high customer satisfaction.
- Met productivity, quality, and resolution-time targets in a high-volume environment.
- Communicated dispute outcomes, adjustments, and resolutions clearly to customers.
- Maintained detailed case documentation to support audits, risk management, and compliance reviews.
- Assisted customers with inquiries and complaints via phone and online chat.
- Maintained accurate customer records in the internal database system.
- Provided product information and support to enhance customer satisfaction.
- Collaborated with team members to resolve complex customer issues effectively.
- Documented customer interactions and feedback for quality assurance purposes.
- Educated customers on policies, procedures, and available services.
- Trained new employees on call center protocols and best practices.
- Monitored call flow to ensure efficient service delivery during peak hours.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Mentored junior team members and managed employee relationships.
IT Technician
HUDHUD Information Technology
Amman
09.2020 - 02.2023
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Detected and corrected error messages within software and hardware reporting systems.
- Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
- Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements.
- Served as network administrator by creating accounts and managing permissions for users.
IT Support Specialist
Zain Jordan
Amman
05.2018 - 09.2020
- Installed appropriate security patches to eliminate security vulnerabilities.
- Utilized password reset utility to unlock units with BIOS password locks.
- Followed detailed drawings or diagrams to correctly cable server rack.
- Monitored, tracked and documented service support activity to assist future problem resolution.
- Applied corrective hardware solutions as problems arose and provided end-user training to enhance operations.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Demonstrated advanced product knowledge to solve customer issues.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Education
Bachelor - Management Information Systems
Irbid National University
Irbid, JordanSkills
- Troubleshooting and diagnostics
- Application installations
- Quality assurance controls
- Computer configurations
- System upgrades
- New CRM updates for bank of america i was in the pilot program to test before releasing the update
- Issue diagnosis and resolution
- Software feature demonstrations
- Network security measures
- Server installations
- Help desk assistance
- Application software testing
- Hardware upgrades
- Customer support needs assessment
- Call Center Operations
- LAN/WAN
- Computer maintenance
- Software upgrades
- Hardware diagnostics
- Technical troubleshooting
- Employee training
- Performance evaluation
- Customer service
- Technical support
- Team collaboration
- Conflict resolution
- Data analysis
- Learning facilitation
- Communication strategies
- Time management
- Problem solving
- Relationship building
- Adaptability to change
- Mentorship and coaching
- Process improvement
- Human anatomy
- Articulate communication skills
- Ethics and integrity
- Emergency response
- Developing agendas
- Verbal and written communication
- Program leadership
- Game plays
- Talent recruitment
- Coaching techniques
- Building relationships
- Team Training
- Excellent sales skills
- Team motivation
- Skilled in Microsoft office
- Billing dispute resolution
- De-escalation techniques
- Dispute management
- Independent Decision-making
- Critical thinking
- Analytical skills
- Negotiation management
- Multitasking Abilities
- Conflict management
- Document preparation
- Reporting and analytics
Personal Information
Visa Status: Green card holder (LPR), No need for sponsorship.
Languages
- English, Fluent
- Arabic, Fluent
Timeline
Bank of America Coach for new hires
Bank of America
10.2024 - 12.2025
Customer Service Representative, Billing Dispute Department
Bank of America
06.2023 - 12.2025
IT Technician
HUDHUD Information Technology
09.2020 - 02.2023
IT Support Specialist
Zain Jordan
05.2018 - 09.2020
Bachelor - Management Information Systems
Irbid National University