Ahmed Mohammed Alkhurayzi

• Oversee daily customer experience (CX) operations for the Noon account, ensuring smooth, highly efficient, and seamless workflow execution.
• Monitor and track core Key Performance Indicators (KPIs)—including Average Handling Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT)—to consistently achieve operational targets.
• Team Leadership & Development:
• Lead, mentor, and develop operational teams (including supervisors and customer service representatives), establishing shift schedules and task distributions to ensure optimal floor coverage.
• Evaluate staff performance regularly, conducting coaching and continuous training sessions to enhance productivity and maintain high team morale.
• Stakeholder & Client Management:
• Act as the primary representative and key liaison for the Noon account, managing continuous communication and alignment with major stakeholders and client-side teams.
• Deliver comprehensive periodic reports to executive leadership (including the VP of Operations) and Noon stakeholders regarding operational performance, current challenges, and proposed solutions.
• Process Improvement & Quality Assurance:
• Conduct thorough floor audits and operational assessments to ensure strict adherence to approved scripts, company policies, and high service quality standards.
• Analyze daily data using performance dashboards to identify operational gaps, design solutions, and implement continuous improvements that elevate the customer experience.

• Lead daily operations of the contact center project, from onboarding new team

members to monitoring performance.

• Support hiring, training, and smooth integration of team members into operations.

• Track attendance and performance, providing guidance and improvement plans.

Serve as the main point of contact with the client to resolve issues and ensure seamless

workflow.

Organize weekly review meetings with the client to review progress and address

challenge Led daily operations of contact center, streamlining processes to enhance

service delivery and customer satisfaction.

• Assist the department manager in formulating goals for the team.

• Answer employee questions and provide appropriate guidance and

comments.

• Receive calls and assist the team when needed.

• Suggest procedural improvements and motivate employees continually.

• Measure performance using metrics such as call time and call waiting time.

• Ensure compliance with attendance policies and other regulations.

• Report periodically to management and address problems immediately.

• Prepare monthly and annual performance reports.

• Direct and oversee end-to-end call center operations and customer experience (CX) strategies for Ceer, Saudi Arabia’s first electric vehicle (EV) automotive brand, ensuring premium service standards aligned with PIF investment objectives.

• Monitor and optimize core Key Performance Indicators (KPIs)—such as CSAT, CES (Customer Effort Score), FCR, and AHT—to deliver an exceptional, luxury-grade ownership journey for early EV adopters.

• Team Leadership & Workforce Optimization:

Lead, inspire, and mentor multi-tier support teams (supervisors, technical support, and customer care agents), driving high performance and engagement within a fast-paced, high-tech automotive environment.

• Oversee workforce management (WFM), capacity planning, and shift scheduling to ensure optimal floor coverage and seamless responsiveness across phone, digital, and omni-channel platforms.

• Automotive & Technical Support Integration:

Collaborate closely with sales, vehicle delivery, after-sales service, and technical engineering teams to manage customer inquiries regarding EV specifications, pre-orders, charging infrastructure, and maintenance schedules.

• Establish escalation pathways and troubleshooting protocols for complex customer issues, ensuring rapid resolution and minimizing friction throughout the vehicle purchase and ownership lifecycle.

• Process Improvement & Quality Assurance:

Design and implement rigorous QA frameworks, customer service scripts, and service-level agreements (SLAs) tailored specifically to the premium automotive sector.

• Leverage advanced data analytics and reporting dashboards to identify operational bottlenecks, customer pain points, and product feedback trends, translating insights into actionable operational enhancements.

• Stakeholder & Strategic Alignment:

Partner with internal cross-functional departments and external stakeholders to align customer care operations with Ceer’s brand growth, market launch phases, and long-term strategic vision.

• Deliver comprehensive executive reports on operational health, service quality metrics, and customer sentiment to senior management and corporate governance stakeholders.

• Streamlined communication channels, enhanced internal information flow.

• Provided quidance and answered emplovee inquiries.

• Measured performance against KPIs such as call time and waiting time.

• Ensured attendance policy compliance.

• Prepared monthly and annual reports for management.

• Achieved key performance indicators consistently

• Assisted department manager in setting team goals.

• Provided employee support and guidance.

Took calls when required and helped team members.

• Proposed process improvements and kept team motivated.

• Monitored performance through various call center metrics.

Followed up on attendance and policy adherence.

• Generated monthly and annual performance reports

• Supervised operation and logistics services.

•Oversaw maintenance tasks and managed contractors and technicians.