Isar Gammoh

Digital Portfolio Analyst & Communication Lead (Contractor), Digital Transformation & IT at Bayer Consumer Care AG

Led the DTIT strategy draft for 2024-2025 with a focus on technology adoption and user upskilling; aligned the DT&IT communications strategy with Bayer Consumer Health; supported knowledge management by creating web-based knowledge pages on SharePoint and other documentation; managed DT&IT MS Teams channels to ensure organized, accessible data; supported coordinating live events and town halls; contributed to building a value-driven culture across the organization; aligned the IT portfolio to strategic OKRs; produced reports linking high-level KPIs with IT solutions; created internal communications materials (videos, briefs, articles) to highlight DT&IT achievements and products; supported promoting digital transformation with videos, printed materials, and logos for strategic projects.

Portfolio Management & Internal Communications (Intern) at Bayer Consumer Care AG

Co-managed the DT&IT portfolio (portfolio size: 9 programs with 65+ projects); ensured portfolio health at program and project levels; supported PM in maintaining health through PlanView System; prepared monthly management summaries; produced internal communications (videos, briefs, articles) about DTIT achievements and products; promoted awareness of digital transformation via videos and printed materials; liaised with multiple teams to drive cross-functional collaboration; contributed to aligning the portfolio with strategic OKRs.

Sr. Market Research & Product Development Specialist (F/T) at The Jordan Micro Credit Company (Tamweelcom)

Led a market research project to identify new markets and product opportunities; conducted thorough market research and competitive analysis; redesigned processes in Marketing & Business Development; mapped workflows using a Business Process Management System; provided guidance to divisions on corporate policy initiatives.

Institutional Quality Specialist (F/T) at The Jordan Micro Credit Company (Tamweelcom)

Implemented the corporate strategic outline and advised management; designed organizational strategy using the Balanced Scorecard concept; conducted SWOT and PESTEL analyses of the Jordan and MENA markets; implemented Strategy Building and related processes; used iGrafx to model and improve processes.

Senior Customer Care Supervisor (F/T) at City Mall

Executed a customer service improvement project to enhance quality and efficiency; managed gift voucher inventory, ensuring resource updates and accurate invoicing; developed KPIs, methodologies, and workflows for Customer Care aligned with company strategy; created and negotiated contracts, coordinating with partners and suppliers.

Customer Care Supervisor & Researcher (F/T) at The Jordan Micro Credit Company (Tamweelcom)

Led the Customer Care Division KPIs (team and individual); administered CRM system and generated reports; supported event organization for local and international events; created and managed system user accounts and support cases; improved customer care procedures to meet required standards; contributed to training and knowledge sharing.

Customer Care Representative (F/T) at The Jordan Micro Credit Company (Tamweelcom)

Provided frontline customer support, handled service requests, and assisted in training new customer care staff; supported CRM and ticketing processes to improve response times and service quality.

Customer Care Representative (F/T) at The Jordan Micro Credit Company (Tamweelcom)

Provided frontline customer support, handled service requests, and assisted in training new customer care staff; supported CRM and ticketing processes to improve response times and service quality.

Digital Portfolio Analyst & Communication Lead (Contractor) at Bayer Consumer Care AG

Led DT&IT portfolio communications and strategy drafting for 2024-2025; aligned DT&IT comms with Bayer Consumer Health strategy; supported knowledge management by creating SharePoint knowledge pages and documentation; managed the DT&IT MS Teams channel; coordinated live events and townhalls; fostered a value-driven culture; aligned IT portfolio to strategic OKRs and KPIs; produced reports linking KPIs to IT solutions; created internal content (videos, briefs, articles) about DT&IT achievements; developed promotional assets (videos, printed materials, logos) to raise awareness of digital transformation.

Customer Care Team Head (F/T) at Zain Jordan

Participated in design of call monitoring formats and customer care quality standards; reported KPIs to upper management; trained approximately 200 customer care representatives; monitored call center performance; used and administered CRM systems; handled internal/external requests.

Customer Service Representative (F/T) at Zain Jordan

Provided customer service support for telecommunications services; addressed inquiries and supported service activation and billing.

Digital Portfolio Analyst & Communications Lead (Contractor) at Bayer Consumer Care AG

Worked on drafting the DTIT strategy for 2024-2025; aligned DT&IT communications with Bayer Consumer Health strategy; supported knowledge management by creating web-based knowledge pages on SharePoint and other documentation; managed the DT&IT MS Teams channel; coordinated live events and town halls; promoted a value-driven culture of digital transformation through targeted messaging and collateral; aligned the IT portfolio to strategic OKRs and KPIs; produced engaging internal communications content (videos, briefs, articles).

Portfolio Management & Internal Communication (Intern) at Bayer Consumer Care AG

Co-managed the DT&IT portfolio (portfolio size 9 programs with 65+ projects); ensured portfolio health at program and project levels; supported PM by maintaining health through Plan View System; prepared monthly progress summaries for top management; produced internal communications materials (videos, briefs, articles) about DT&IT achievements; helped promote digital transformation awareness.