Abdullah Al-Durayi
Riyadh
Summary
Detail-oriented Contact Center Operations & Data Analyst with expertise in optimising operational performance and enhancing customer experience in high-volume environments. Monitored key metrics and developed corrective action plans to drive process improvements. Delivered insights through operational reporting and IVR analysis, supporting daily operations and ensuring service quality and target attainment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Analyst Contact Center
Tamkeen Technologies
01.2026 - Current
- Monitor and analyze Contact Center operational KPIs.
- Analyze call center data and KPIs such as AHT, SLA, and Adherence.
- Monitor and evaluate Scorecards for Team Leaders and Agents.
- Monitor Agents’ and Team Leaders’ performance through daily and monthly operational reports.
- Monitor attendance, adherence, and operational productivity of teams.
- Follow up on operational plans and ensure target achievement.
- Follow up on VSF and analyse operational gaps and variances.
- Prepared and monitored Table F reports, analysing operational results to inform decision-making.
- Develop corrective and improvement action plans to enhance operational performance.
- Provided recommendations and implemented process improvements, contributing to increased operational efficiency.
- Analyze operational challenges and identify improvement opportunities within the customer journey.
- Monitor and improve the Service Journey to enhance service quality and customer experience.
- Monitored and analysed IVR performance and call flows, enhancing customer experience and minimising misrouted calls.
- Monitor the impact of IVR on operational KPIs such as AHT, SLA, and FCR.
- Coordinate with concerned teams to update IVR messages and options based on operational needs.
- Coordinate with support departments to resolve operational challenges.
- Prepare operational presentations and performance reports for management and clients.
- Support daily operations and contribute to improving customer experience and service quality.
Operation Shift Manager
ISCC
Riyadh
06.2023 - 12.2025
- Oversaw daily operations and managed multiple projects, ensuring smooth workflow and timely task completion.
- Provided guidance and support to shift teams, ensuring all tasks were completed on time and efficiently.
- Trained and supervised new staff, enhancing team readiness and service quality.
- Resolved customer complaints and conflicts, improving customer satisfaction and loyalty.
- Promoted customer satisfaction by addressing complaints and issuing refunds.
- Maintained a safe work environment by enforcing company policies and procedures.
- Established and maintained positive and professional employee relationships.
- Balanced cash drawers and resolved financial discrepancies using receipts and financial documents.
- Taught newly hired team members and shift managers business policies and procedures.
- Assisted customers with product selection, providing exceptional service experience.
- Maintained knowledge of store products and services to make recommendations to customers.
- Monitored inventory levels and placed orders to maintain stock availability.
Supervisor of Operations
MEL
01.2020 - 06.2023
- Identified and resolved operational issues efficiently, utilizing strong problem-solving skills.
- Measured staff and process productivity and utilized results to make helpful equipment and staffing adjustments.
- Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.
- Analysed customer and staff feedback to refine operational strategies and remove barriers to service.
- Cultivated professional relationships and encouraged open communication with staff to enhance team cohesion.
- Conducted regular meetings with team members to discuss progress, address concerns, and set goals.
- Resolved conflicts between employees and departments.
- Reviewed employee performance evaluations daily and provided feedback.
- Guided junior staff on best practices to strengthen departmental knowledge and create a supportive work culture.
- Investigated incidents and complaints involving assigned personnel.
- Resolved unusual service requests, equipment breakdowns and schedule changes with timely communications to all stakeholders.
- Provided technical guidance on equipment maintenance schedules to prevent downtime.
Education
BACHELOR - ADVERTISING AND MARKETING COMMUNICATION
Imam Mohammed ibn Saud
Riyadh12-2021
Skills
- Customer service
- Process improvement
- Quality control
- Performance evaluation
- Team leadership
- Industry knowledge
- Inventory management
- Workplace safety
Certification
COPC -HPMT
Languages
Arabic
English
Timeline
Analyst Contact Center
Tamkeen Technologies
01.2026 - Current
Operation Shift Manager
ISCC
06.2023 - 12.2025
Supervisor of Operations
MEL
01.2020 - 06.2023
BACHELOR - ADVERTISING AND MARKETING COMMUNICATION
Imam Mohammed ibn Saud