Zaina Irsheadat
Digital Media Specialist
Jeddah,Saudi Arabia
Summary
Digital Media Specialist with 3+ years of experience in social media moderation, content planning, quality auditing, and customer engagement. Skilled in KPI monitoring, team coaching, and improving customer experience across multiple digital channels.
Overview
1
1
Certification
4
4
years of post-secondary education
3
3
years of professional experience
Work history
Digital media specialist
Extensya
Irbid, Jordan
12.2021 - 01.2024
- Developed and managed monthly social media content calendars.
- Moderated more than 15 social media platforms and ensured timely customer engagement.
- Monitored account and agent KPIs, identifying performance gaps and coordinating with Operations, QA, and Planning teams to implement improvements.
- Conducted coaching sessions and training programs to enhance agents’ written communication skills.
- Audited customer interactions across chat, email, tickets, and social media channels to ensure quality standards.
- Reviewed and optimized scripts and shorthand templates to improve response accuracy and consistency.
- Performed workstation audits to ensure agents had necessary hardware and software resources for optimal performance.
Recruitment Support
Extensya
10.2021 - 11.2021
- Tracked recruitment metrics and hiring progress.
- Managed candidate communication throughout recruitment process.
- Sourced and screened potential candidates.
- Conducted interviews and English language assessments.
- Supported 15 employer branding initiatives.
- Managed recruitment efforts to attract top-tier educators into the institution.
Customer Service Representative
Extensya
10.2020 - 11.2021
- Provided customer support and resolved inquiries through multiple communication channels.
- Delivered accurate product and service information.
- Assisted with quality-related tasks and customer experience improvement initiatives such as APCT and FCR.
- Maintained high standards of customer satisfaction and service quality.
Dietitian Nutritionist
Princess Badea’a, Rahmeh Hospital, Irbid
Irbid
08.2020 - 10.2020
- Developed and monitored nutrition plans for patients.
- Assisted with therapeutic diet preparation and food service management.
- Supported clinical nutrition interventions and dietary assessments.
Nutritionist
Princess Badea’a, Jordan
11.2019 - 01.2020
- Trained on Good Manufacturing Practices (GMP) and food hygiene standards.
- Participated in diet planning and medical nutrition therapy activities.
- Assisted dietitians during patient counseling sessions.
FDA Trainee
Food and Drug Administration, Irbid, Jordan
Irbid, Jordan
09.2019 - 11.2019
- Conducted food laboratory testing and analysis.
- Assisted with chemical, microbiological, and sensory evaluation procedures.
- Learned sample preparation, laboratory documentation, and reporting processes.
- Gained experience with analytical instruments including HPLC and GC systems.
Education
Bachelor - Agriculture, Nutrition and Food Science
Al-Balqa Applied University
Irbid, Jordan 08.2016 - 02.2020
Skills
- Social Media Management
- Content Planning and Scheduling
- Customer Support and Service
- KPI Monitoring and Reporting
- Communication Skills
- Problem Solving
- Google Workspace
- Microsoft Office Suite
Certification
- Risk assessment (13th July 2024) (2 hours) Greenovia.
- Introductory of the New Version of ISO22000: 2018 and Food Safety Program Based on the Seventh Principles of HACCP (6/2018-10/2018) (15 hours) Jerash, Jordan. Organized by Agriculture Engineer Associations.
- Carbohydrate Counting in Management of DM Workshop (6 hours) Irbid, Jordan. Organized by Al-Balqa Applied University- Department of Training and Consultancy.
- Workshop/ Sensory Evaluation of Extra Virgin Olive Oil (12/2019) (8 hours) Al-Manaseer Olive Oil Mill. Amman, Jordan. Organized by Jordan Olive Products Exporters Association JOPEA JSSEF
Language
Arabic
Fluent
English
Advanced
Spanish
Beginner
Affiliations
- Painting
- Reading
- Handcrafting
Timeline
Digital media specialist
Extensya
12.2021 - 01.2024
Recruitment Support
Extensya
10.2021 - 11.2021
Customer Service Representative
Extensya
10.2020 - 11.2021
Dietitian Nutritionist
Princess Badea’a, Rahmeh Hospital, Irbid
08.2020 - 10.2020
Nutritionist
Princess Badea’a, Jordan
11.2019 - 01.2020
FDA Trainee
Food and Drug Administration, Irbid, Jordan
09.2019 - 11.2019
Bachelor - Agriculture, Nutrition and Food Science
Al-Balqa Applied University
08.2016 - 02.2020