Alaa Othman

Professional Experience

Alaa Othman is a Digital Transformation Consultant at Kaizen, with a background in developing key performance indicators (KPIs) and leading customer service teams. She has contributed to the development and evaluation of digital platforms and services. Previously, Alaa served as a Customer Service Team Leader and Customer Service Representative at Xtensia, where she honed her skills in managing customer service operations and ensuring high-quality service delivery.

Practical Experience

Alaa gained experience through various roles in customer service and digital platform evaluations. She played a role as an Associate Consultant in assessing the complaints system as part of a digital platform maturity evaluation project for the Digital Government Authority. Additionally, Alaa was a member of the evaluation team in a project focused on assessing government agencies' responses to citizen feedback and complaints. Alaa also possesses hands-on experience in establishing and managing contact centers, building performance indicators, and leading teams to improve daily and weekly operations, ensuring the achievement of customer service objectives.

Educational Background and Training

Alaa holds a Bachelor's degree in Computer Information Systems from Yarmouk University in Jordan. Furthermore, Alaa has received extensive training in communication skills, contact center systems, and leadership, which has significantly contributed to her expertise in managing teams and fostering a collaborative work environment.