Rafat Al Ayyat
About Rafat Al Ayyat
Rafat Al Ayyat is a Customer Success Manager with extensive experience in service improvement and customer satisfaction. He has held various technical and managerial roles in the telecommunications sector since 2009, contributing to operational performance and strategic customer engagement.
Current Role at SITA
Rafat Al Ayyat serves as a Customer Success Manager at SITA, a position he has held since 2018. In this role, he plays a crucial part in proactively monitoring service levels and leading Service Improvement Plans aimed at enhancing customer satisfaction. He conducts regular strategic meetings with customers, both remotely and in person, to review service and operational performance. Al Ayyat collaborates closely with sales and account management teams to manage business retention, contract renewals, and service extension opportunities.
Previous Experience at SITA
Prior to his current role, Rafat Al Ayyat worked at SITA in various capacities. He served as a Senior Service Desk Engineer from 2012 to 2016, where he contributed to service desk operations. Following this, he worked as a Field Engineer Ops from 2016 to 2018, focusing on operational support. His experience at SITA has equipped him with extensive knowledge in customer service and technical support.
Education Background
Rafat Al Ayyat studied at Al Jami'at Al-Hashimiyyah from 2002 to 2007, where he achieved a Good academic standing over five years. Earlier, he attended Al-Omariah school, completing his studies there in 2002 with a score of 90.0. His educational background has provided a solid foundation for his career in technical and customer support roles.
Career History in Technical Support
Rafat Al Ayyat has a diverse background in technical support roles. He began his career at TEData in Jordan, where he worked as a Technical Support Engineer in the NOC from 2009 to 2010, followed by a position as a Networks Engineer for two months in 2010. He also worked at UNITEL Co. Ltd. as a Telecom Engineer in the Sales/Technical Department from 2011 to 2012. This experience has contributed to his expertise in managing operational issues and providing effective communication with internal teams and suppliers.
Operational Management Skills
In his current and previous roles, Rafat Al Ayyat has demonstrated strong operational management skills. He serves as a reliable escalation point for operational issues, including after-hours support. He manages the Profit & Loss for assigned contracts and handles monthly, quarterly, and yearly forecasts. His ability to lead Service Improvement Plans and monitor service levels has been essential in enhancing customer satisfaction.