Abdullah Alreemi
Riyadh,Saudi Arabia
Summary
Product Operations Expert with over 13 years of experience driving operational excellence and digital transformation in government, semi-government, and private sectors. Experienced in meeting HPMT COPC standards, optimizing service delivery, and deploying AI solutions like callbot and chatbot to boost efficiency and customer satisfaction.Proficient in Jira, cross-functional coordination, and managing large-scale projects.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Product Operations Expert
Tamkeen
Riyadh, Saudi Arabia
2023.07 - 2025.07
- Managed cross-functional coordination between product, business, and technical teams to streamline product lifecycle processes.
- Implemented operational frameworks to monitor product performance and ensure alignment with KPIs.
- Supported go-to-market strategies by aligning operational readiness with product launches.
- Provided data-driven insights and reporting to support strategic decision-making.
- Designed workflows to optimize the end-user experience across multiple platforms.
- Identified potential problems in the production process and recommended solutions.
- Prepared and organized SLA documentation to ensure clear service expectations, compliance, and alignment between stakeholders.
Team Leader - Product Business Operations
THIQAH
Riyadh, Saudi Arabia
2022.08 - 2023.07
- Managed vendor relationships, budgeting, and invoice tracking.
- Led implementation of chatbot solutions and closed internal audit findings.
- Oversaw customer satisfaction across contact center channels.
- Maintained KPIs and client service standards for government partners.
- Played a key role in launching and managing digital service projects.
- Led team meetings to align project goals and enhance collaboration.
- Coordinated workflow processes to ensure efficient task completion among team members.
Associate Director of Operations
CCC
Riyadh, Saudi Arabia
2021.04 - 2022.08
- Managed contact center operations for six government and semi-government projects.
- Oversaw a team of over 250 employees, ensuring high service quality and operational efficiency.
- Aligned daily operations with organizational strategies and goals.
- Developed policies to enhance operational efficiency and compliance standards.
- Managed cross-functional teams to streamline workflow processes and communication.
- Coordinated project timelines and resources to ensure the timely delivery of initiatives.
- Implemented contact center best practices based on COPC guidelines to ensure consistent performance.
Ops Shift Manager
CCC
Riyadh, Saudi Arabia
2020.07 - 2021.04
- Managed real-time operations and shift activities.
- Ensured service level agreements (SLAs) were consistently met.
- Supervised daily operations and maintained workflow efficiency in a fast-paced environment.
- Resolved customer complaints quickly to maintain high service standards and satisfaction.
- Implemented operational improvements to enhance team performance and productivity.
Head of Customer Retention
Riyadh Bank
Riyadh, Saudi Arabia
2019.07 - 2020.06
- Created and led the customer retention department.
- Improved customer loyalty and developed cost control strategies.
- Developed customer engagement strategies to enhance retention rates.
- Analyzed customer feedback to identify improvement areas.
Assistant Manager - Customer Retention
Riyadh Bank
2018.02 - 2019.07
- Managed daily operations of banking services and support teams.
- Trained staff on compliance and regulatory requirements.
- Coordinated team meetings to align goals and discuss performance metrics.
Assistant Manager - Call Center Supervisor
Riyadh Bank
2016.07 - 2019.02
- Supervised daily operations of the call center team.
- Resolved escalated customer issues to maintain satisfaction.
- Analyzed feedback to improve service delivery and engagement.
Call Center Officer
Riyad Bank
2014.06 - 2016.07
Customer Service Representative
Excellent Solutions
2012.11 - 2014.06
Salesman
Almusbah
2012.03 - 2012.11
Education
Bachelor of Business Administration - General Management
Imam Muhammad Ibn Saud Islamic University
2016.01 - 2020.01
Skills
- Product lifecycle coordination
- Operational frameworks & KPIs alignment
- SLA creation and compliance
- Cross-functional team leadership
- Process optimization and automation
- Vendor management
Accomplishments
- Best Operations Manager of the Year 2023.
- Launched 940 MOMRA Call Center and Balady 2022.
- Reduced 940 call center volume by 70% through automation.
Languages
Arabic
Native
English
Intermediate
Certification
- COPC High Performance Management Training, 2021
- Agile Project Management Certification, 2022
- - DevOps Foundation Certification, 2023
- - Certified Credit Consultant (SAMA), 2019
- ITIL 4 Foundition 2025
Timeline
Product Operations Expert
Tamkeen
2023.07 - 2025.07
Team Leader - Product Business Operations
THIQAH
2022.08 - 2023.07
Associate Director of Operations
CCC
2021.04 - 2022.08
Ops Shift Manager
CCC
2020.07 - 2021.04
Head of Customer Retention
Riyadh Bank
2019.07 - 2020.06
Assistant Manager - Customer Retention
Riyadh Bank
2018.02 - 2019.07
Assistant Manager - Call Center Supervisor
Riyadh Bank
2016.07 - 2019.02
Bachelor of Business Administration - General Management
Imam Muhammad Ibn Saud Islamic University
2016.01 - 2020.01
Call Center Officer
Riyad Bank
2014.06 - 2016.07
Customer Service Representative
Excellent Solutions
2012.11 - 2014.06
Salesman
Almusbah
2012.03 - 2012.11