Mohammad Qshou

About the Candidate

MOHAMMAD QSHOU

Amman, Jordan | +962-798710060 / +962-770520430 |
mqshou@outlook.com
LinkedIn:linkedin.com/in/mohammad-qshou/

PROFESSIONAL SUMMARY
Results-Oriented Operations & Compliance Specialist with over 8 years of demonstrated success
driving significant improvements in customer service operations, regulatory compliance, data
management, and ERP/CRM systems. I successfully handled 50,000+ customer and operational
records, achieving 99.5% data accuracy. I improved document retrieval processes by 50% and
resolved 95% of client issues on first contact. My expertise includes optimizing workflows,
streamlining back-office processes, and ensuring full adherence to AML, KYC, and GDPR
standards. Actively seeking to contribute operational and compliance expertise within a
structured, data-driven environment, focused on delivering measurable results.

CORE COMPETENCIES
• Regulatory Compliance (AML, KYC, GDPR)
• Archive & Information Management
• ERP & CRM Systems Management
• Data Security & Quality Assurance
• Customer Service Operations
• Technical Support & Troubleshooting
• Operational Process Optimization
• Training & Team Development
• Internal & External Communication
• Problem-Solving
• Critical Thinking
• Attention to Detail & Time Management

PROFESSIONAL EXPERIENCE
Senior Customer Support Officer – Back Office CRIF Jordan, Amman, Jordan | Jan 2025 – Mar
2025
• Successfully addressed customer service and technical inquiries monthly, ensuring prompt and
effective resolution.
• Collaborated with IT and operations teams, achieving 98% issue resolution within SLA
timeframes.
• Streamlined back-office documentation processes and processed service requests per month.
• Maintained 99% CRM data accuracy through rigorous system audits and regular data cleansing.

CRIF Liaison Officer / Archive Team leader Al-Wasleh Group, Amman, Jordan | Dec 2020 – Jan
2025
• Managed over 300+ CRIF-related communications and transactions monthly, ensuring
100% regulatory compliance.
• Resolved technical incidents, achieving a 95% first-time fix rate for credit inquiry
systems.
• Safeguarded 50,000+ physical and digital records, improving retrieval efficiency by 30%.
• Generated weekly compliance and activity reports for senior management review.
• Ensured 99.5% accuracy in ERP data by updating and monitoring 5,000+ customer
profiles in real-time.

Technical Support Engineer E-Points Group, Amman, Jordan | Jul 2018 – Dec 2020
• Provided comprehensive technical support to 500+ clients across diverse hardware and
software platforms.
• Diagnosed and rectified 95% of technical issues during initial client interactions.
• Developed and maintained a knowledge base of 200+ technical FAQs and
documentation.
• Conducted monthly training workshops for 20+ clients on system usage and
troubleshooting.
• Achieved a 98% client satisfaction score through timely and effective technical support.
Operations Clerk Zamzam Brose Company, Amman, Jordan | May 2015 – Apr 2018
• Processed over 5,000+ operational records and data entries, maintaining 99.9%
accuracy.
• Optimized inventory control for 1,000+ product items, reducing stock discrepancies by
25%.
• Successfully supported bid preparation for 20+ government tenders and private hospital
contracts annually.
• Enhanced filing systems for 10,000+ records, cutting retrieval time by 40%.

EDUCATION
Diploma in Compliance and Anti-Money Laundering (AML) Institute of Banking Studies –
Jordan | Jan 2022
Bachelor’s Degree in Marketing Amman Arab University – Jordan | Jun 2015

CERTIFICATIONS & COURSES
• Fundamentals of Digital Marketing – Google Digital Garage | Feb 2025
• Marketing Analytics Foundations – LinkedIn Learning | Apr 2025
• Excel: Introduction to Formatting – LinkedIn Learning | May 2025

SKILLS
• Microsoft Office Suite (Word, Excel, Outlook)
• ERP & CRM Systems
• Credit Inquiry Systems
• Data Security & Archiving
• Anti-Money Laundering & KYC Compliance
• Digital Marketing & Analytics
• IT Hardware & Software Support
• Problem-Solving
• Analytical Skills
• Time Management
• Attention to Detail
• Cross-functional Communication
• Languages: Arabic (Native), English (Professional Working Proficiency)

ACHIEVEMENTS
• Streamlined compliance procedures, increasing operational efficiency by 35%.
• Enhanced customer support services, boosting satisfaction scores by 20%.
• Revamped archive systems, reducing document retrieval times by 50%.
• Developed and delivered training programs to 25+ team members, increasing
compliance awareness by 30%.

REFERENCES
Available upon request.