Abdulaziz Alotaibi
Riyadh
Summary
Highly organized and detail-oriented professional with significant management experience. Known for ethical standards and reliability in all tasks. Seeking opportunities to apply skills in a dynamic environment that supports team-driven growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Shift Manager
Upsource by Solutions
Riyadh, Saudi Arabia
10.2022 - Current
- Overseeing the operation that focuses on project KPIs and reporting for higher-level management.
- Support the team in daily management of the operation, including allocating labor, leading meetings, assigning job duties, and excellent organizational skills.
- Provide day-to-day support during the implementation of newer systems/processes and gather feedback.
- Ensure associates have proper tools to perform the job and coordinate according to customers needs.
- Communicate daily metrics and report exceptions.
- Monitor voice of customer by collecting the feedback and suggestions..
- Provide support and guidance to the floor supervisors.
- Ensure that we are following COPC standards in the operations regular basis to make sure that COPC standards are maintained.
- Handing Client with their inquiries and requirements.
- Planning and developing the project process and systems and arrange for training sessions by coordinating with Training and Development team.
- Reviewing the Queue performance and the headcount that required.
Operations Supervisor
Upsource by Solutions
Riyadh, Saudi Arabia
06.2020 - 10.2022
- Team building and manage team productivity to improve the outcomes.
- Constantly monitor and review performance metrics for achievement of KPIs.
- Managing skills across all queues upon volume, SLAs analysis and reporting for higher management.
- Training new comers and coaching existing employees for better performance.
- Improving knowledge bank by implementing easy steps guideline.
Customer Service Representative
Elm Company
Riyadh
02.2019 - 06.2020
- Communicate with customers through calls and handling their complaints.
- Explaining possible solutions and ensuring customers feel supported and valued.
- Working on improving the performance to achieve the KPIs target.
Customer Service Representative
CCC by STC
Riyadh, Saudi Arabia
08.2017 - 01.2019
- Supporting the customers who contacted us through Twitter, Facebook, Chat, YouTube and Instagram and providing all needed information and escalating their issues to the technical team if necessary.
Education
Bachelor - Chemical Engineering
King Saud University
Riyadh08.2016
Skills
- Team building and collaboration
- KPI management
- Microsoft Office proficiency
- Effective planning and organization
- Communication skills and self-confidence
- Proactive cooperation
Languages
Arabic
Native
English
Advanced
Certification
- Problem Solving and Decision - CCC by STC
- The Outstanding Supervisors - BOOST
- Customer Care Training - Jawwy
- Cooperative Training Program - Sabic
Achievements and Awards
- Digital Care Program CCC by STC 2023
Involved the lunching of the program by managing the operations.
- COPC Certified CCC by STC 2022
Involved in the final COPC audit and allowing CCC to be the first
COPC-certified company in K.S.A.
- Ministry of municipal and rural affairs Program CCC by STC 2021
Involved the lunching of the program by managing the operations.
Timeline
Shift Manager
Upsource by Solutions
10.2022 - Current
Operations Supervisor
Upsource by Solutions
06.2020 - 10.2022
Customer Service Representative
Elm Company
02.2019 - 06.2020
Customer Service Representative
CCC by STC
08.2017 - 01.2019
Bachelor - Chemical Engineering
King Saud University