Wafa'a AL-khatib

Wafa'a AL-khatib has a diverse work experience spanning several roles in customer success, operations, technical support, and sales. Wafa'a is currently the Head of Customer Success at OTO, starting in December 2022. Prior to this, they worked at Foodics as the Head of Operations for JO & Gulf Markets from July 2022 to December 2022. Wafa'a also held the position of Customer Success Operations Lead at Foodics from January 2022 to August 2022.

Before joining Foodics, Wafa'a worked at POSRocket, where they held various roles. Wafa'a served as the Customer Success Lead from January 2021 to August 2022, leading and growing the CSM team and driving retention, expansion, and adoption. Wafa'a also worked as a Customer Success Manager from September 2019 to August 2022, managing renewals and expansion, implementing research activities, and setting customer interaction processes. Additionally, they worked as a Senior Technical Support Specialist from August 2018 to August 2022, setting team processes, monitoring the ticketing system, and building KPI reports.

Prior to POSRocket, Wafa'a worked at Avertra Corp as a Technical Support Analyst from September 2017 to January 2018, providing end-user troubleshooting and desktop support. Wafa'a also maintained and updated the customer service database.

Wafa'a'searlier experience includes working at Etisalat as an OB sales Team Leader from April 2014 to June 2017, leading a team of customer service agents and providing training and coaching. Wafa'a also worked at Orange Jordan in an engineering role from April 2012 to September 2012.

Wafa'a AL-khatib completed their Bachelor's degree in Telecommunications Engineering from Yarmouk University, where they studied from 2007 to 2012. In addition to their formal education, Wafa'a has obtained various certifications related to customer success management. In May 2020, they became a Certified Customer Success Manager (CCSM) Level 2 from SuccessHACKER and Success Coaching from Sales Hackers - Consultoria de Vendas e Customer Success. Wafa'a further advanced their skills in customer success management by obtaining the Certified Customer Success Manager (CCSM) Level 3 from SuccessHACKER in May 2021. Wafa'a also has a certification in telecommunications engineering, although the institution and exact details are not specified.