Nada Al Ghamdi
Customer Care Manager at Fad International- Claim this Profile
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English Elementary proficiency
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Arabic Native or bilingual proficiency
Topline Score
Bio
Faisal Khan (MSIT, PMP, Prince2, ITIL, BMP)
I rarely come across real talents who stand out like Nada. I had the pleasure of working with Nada at the Fad International, collaborating on several projects. As a team member or a leader, Nada earns my highest recommendation.
Ronny T.
Nada: A great leader with the right skills. Nada and her team are always working for customer satisfaction and reducing customer issues. Nada is the best in providing training and developing the team. Also, Nada is best in developing and implementing customer care policies, procedures, and regulations. Nada is always analyzing the customer's problems and recommending the right solutions. Highly professional ….and friendly. Keep it up Nada. Best of luck.
Faisal Khan (MSIT, PMP, Prince2, ITIL, BMP)
I rarely come across real talents who stand out like Nada. I had the pleasure of working with Nada at the Fad International, collaborating on several projects. As a team member or a leader, Nada earns my highest recommendation.
Ronny T.
Nada: A great leader with the right skills. Nada and her team are always working for customer satisfaction and reducing customer issues. Nada is the best in providing training and developing the team. Also, Nada is best in developing and implementing customer care policies, procedures, and regulations. Nada is always analyzing the customer's problems and recommending the right solutions. Highly professional ….and friendly. Keep it up Nada. Best of luck.
Faisal Khan (MSIT, PMP, Prince2, ITIL, BMP)
I rarely come across real talents who stand out like Nada. I had the pleasure of working with Nada at the Fad International, collaborating on several projects. As a team member or a leader, Nada earns my highest recommendation.
Ronny T.
Nada: A great leader with the right skills. Nada and her team are always working for customer satisfaction and reducing customer issues. Nada is the best in providing training and developing the team. Also, Nada is best in developing and implementing customer care policies, procedures, and regulations. Nada is always analyzing the customer's problems and recommending the right solutions. Highly professional ….and friendly. Keep it up Nada. Best of luck.
Faisal Khan (MSIT, PMP, Prince2, ITIL, BMP)
I rarely come across real talents who stand out like Nada. I had the pleasure of working with Nada at the Fad International, collaborating on several projects. As a team member or a leader, Nada earns my highest recommendation.
Ronny T.
Nada: A great leader with the right skills. Nada and her team are always working for customer satisfaction and reducing customer issues. Nada is the best in providing training and developing the team. Also, Nada is best in developing and implementing customer care policies, procedures, and regulations. Nada is always analyzing the customer's problems and recommending the right solutions. Highly professional ….and friendly. Keep it up Nada. Best of luck.
Credentials
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Leading People and Teams program
Misk FoundationDec, 2020- Nov, 2024 -
Design Thinking
MonshaatSAJun, 2020- Nov, 2024 -
Customer Service: Creating Customer Value
LinkedInMay, 2020- Nov, 2024 -
Profissional Excel series
Rwaq رواقDec, 2018- Nov, 2024 -
Programming by using Python
Misk AcademySep, 2018- Nov, 2024 -
Customer Experience Design
Jeddah Chamber غرفة جدةMar, 2020- Nov, 2024 -
Effective leadership
Jeddah Chamber غرفة جدةFeb, 2020- Nov, 2024
Experience
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Fad International
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Retail
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1 - 100 Employee
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Customer Care Manager
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Jul 2020 - Present
- Conducted individual appraisals, set affective KPI targets, and devised professional development plans to improve the department performance.- Implemented [Freshdesk system] to upgrade internal processes and improve team efficiency.- Improve the customer experience online and in stores by updating the policies and focusing on the voice of the customer to increase satisfaction and boost the brand image and credibility.- Ensure day‑to‑day smooth operation in the customer care department. - Managing the Mystery shopper program by designing the policies and guidelines and support in the training program for store staff.- Ensure improved customer service quality results by studying, evaluating, and re‑designing processes and establishing and communicating, and following up on the agent's performance- Analyzing the Voice of the customer (VOC) of all streams of feedback to obtain useful results in taking key business decisions. Show less
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Customer Care Supervisor
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Jan 2020 - Jun 2020
- Supervise day to day call center operations in the customer service department.- Maintained high standards of accuracy and quality in customer data entry in ERP & CRM systems.- Conduct surveys to determine the customer's feedback about the products/services.- Carefully managed complaint escalations, remaining calm and professional throughout to maintain positive customer satisfaction ratings.- Improved Customer Care team performance by 12% above the target.- Continuously sought change and improvement within call center operations, consistently developing performance and productivity levels. Show less
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Customer Service Representative
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Dec 2018 - Dec 2019
- Handle inbound and outbound customer inquiries and complaints from Calls / Emails / Social media / Chat and provide high‑service quality within defined SLAs.- Resolves and inputs customersʼ cases into the CRM system according to the guidelines and follow up on the cases with concerned departments- Followed up on unresolved customer issues and take all possible actions to resolve the issue with minimal intervention from supervisors.- Highlight recurring problems that are identified and direct the information accordingly to the responsible person- Created a clear procedure & policy for the agents to use MAGENTO Platform to manage E‑commerce orders.- Offered prompt solutions to maintain customer satisfaction. Show less
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King AbdulAziz University
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Saudi Arabia
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Higher Education
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700 & Above Employee
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Administrative Assistant
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Apr 2017 - Dec 2017
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King Abdulaziz Medical City
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Pharmaceutical Manufacturing
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700 & Above Employee
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Summer Internship
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Jul 2012 - Aug 2012
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Education
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2014 - 2018
King AbdulAziz University
Bachelor's degree, Physics
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