Experience

• 

  SME Bank

  • Riyadh, Saudi Arabia

  • Customer Care Director

    • Nov 2022 - Present
    • Riyadh, Saudi Arabia

• 

  Ministry of Human Resources and Social Development - KSA

  • Saudi Arabia
  • Government Administration
  • 700 & Above Employee

  • Director of Productivity Solutions and Business Support

    • May 2022 - Nov 2022

    Managing , developing(as a technical owner)and supporting the business owner to the following systems:CRM systemService Now system Project Management systemMeetings and committees management systemUnified Customer Relations SystemAdministrative Correspondence SystemElectronic Archiving system

  • Digital Transformation Consultant

    • Apr 2021 - Oct 2022

  • Customer Experience and Corporate Communication Consultant

    • Jun 2020 - Mar 2021

    Planning to establish Quality Department to manage Customer Experience & Corporate Communication Departments includes:Identify department mission , vision and goals Identify department needs (Human resources & Theology resources)Creating Organizational StructureCreating Job Discerptions related to the structurePlanning a strategy to lead all departments under Customer Experience & Corporate CommunicationPlanning and Managing one of VRO projects with 15,000,000 SR Budget

  • General Director of Customer Services

    • Mar 2019 - Jun 2020

    Establishing new Customer Service department in the ministry :Evaluate current situation and plan a new strategyChange the Organizational StructureWork with all the departments at MCS to enhance the Customer ExperienceGovernance all the operations within Customer Service departments Changing the organizational culture Supervise all operational processes within Customer Service departments including the branches Sharing Customer Service reports and recommendations with all departments and high management

• 

  GACA - General Authority of Civil Aviation - Saudi Arabia

  • Saudi Arabia
  • Aviation & Aerospace
  • 700 & Above Employee

  • International Organizations Affairs-ICAO Affairs

    • Nov 2018 - Feb 2019

  • Chief of communication channels

    • Jul 2018 - Oct 2018

    Re- establishing (follow up of customer service section) :Evaluate current situation and plan a new strategyIdentify department needs (Human resources & Theology resources)Creating Organizational StructureCreating Job Discerptions related to the structureIncreasing GACA Communication ChannelsFinalizing (Saudi Airports – Mobile App)Direct the day to day operations of the Customer Service department to achieve Total Quality Service.Sharing Customer Service reports and recommendations with all departments and high management Communicating with relevant departments to ensure that remedial actions are taken and advises the customer accordingly.Planning Customer Experience strategy to all Saudi Airports with the concerned departments .

  • Section Head of the follow-up customer service

    • Mar 2017 - Jul 2018

    Re- establishing (follow up of customer service section) :Evaluate current situation and plan a new strategyIdentify department needs (Human resources & Theology resources)Creating Organizational StructureCreating Job Discerptions related to the structureIncreasing GACA Communication ChannelsFinalizing (Saudi Airports – Mobile App)Direct the day to day operations of the Customer Service department to achieve Total Quality Service.Sharing Customer Service reports and recommendations with all departments and high management Communicating with relevant departments to ensure that remedial actions are taken and advises the customer accordingly.Planning Customer Experience strategy to all Saudi Airports with the concerned departments .

• 

  flynas

  • KSA-Riyadh

  • Senior Manager, KSA Franchisee Sales

    • Jun 2016 - Feb 2017
    • KSA-Riyadh

    Managing 48 franchisee sales offices within KSACreate comprehensive database that includes contacts, start/end date, location, focal point of contact, no. of sys users …etc. for all franchisee offices within KSA. Audit the franchisee system login Create the strategy plan for branches opening and termination to identify the best way to structure the management and control of franchisee network Create a standard operating procedure (SOP) and a service level agreement (SLA) to KSA franchisee offices. Planning & Monitoring yearly target to all the offices Enhanced the audit standard agreements. Review branding quality and recommend solution

• 

  nas Holding

  • nas Holding

  • Senior Manager of Customer & Quality Services

    • Aug 2009 - May 2016
    • nas Holding

    Re- establishing (Customer Relations department) :Evaluate current situation and plan a new strategyIdentify department needs (Human resources & Theology resources)Manage Service Recovery effectively within the policies and procedures so that service excellence is paramount. Hire, trains, evaluate performance, initiates promotions, takes disciplinary actions and manages members of the Customer Services department. Develops and implements methods for monitoring work activities using Customer Relations Management System - Working with IT team to create CRMS and improve work methodsPrepare the department budget. Meets with interdepartmental team and intradepartmental Managers to discuss continuous improvements to products or Customer Service provided. Direct the day to day operations of the Customer Service department to achieve Total Quality Service. Enhancing flynas customer experience by Create Customer Satisfaction Survey , collect the data, analyze them and create the necessary reports. Measure the level of the quality of service which offered from all departments. Work with Nasjet for improve the Customer experience within changing the Customer Satisfaction Survey and to create CRMS Work with Nasjet to create Customer Service procedure and enhance the current procedure. Working with GACA on behalf of flynas to amend Consumer Protection Regulations. Working as project manager to communicate GACA regulations to all concerned departments and make sure that they are applying them in the appropriate way. Working with (new brand) committee as a member to help in change Nasair brand to flynas. Working in (culture change) team to change and enhance work environment along with new brand change project

• 

  flysama

  • Call Center & Customer Services Supervisor.

    • Oct 2006 - Aug 2009

• 

  Samba Bank

  • Customer Services assistance

    • Sep 2008 - Oct 2008