ALSADIG MOHAMED ALMAHDI MUBARK
Riyadh,966
Summary
A high experience in customer Service Data Analysis Administrative Support Ambitious professional with more than six years of experience in customer service, data analysis, and office administration. Advanced knowledge and understanding of human resource administration, management, and employee relations gained through Human Resource Management. Experience collecting data through surveys and interviews, conducting data quality checks, and performing both quantitative and qualitative analysis of data. Attentive interpersonal and customer service skills to resolve problems in a respectful and professional manner. Detail-oriented and analytical minded with experience creating databases and running various types of reports. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Senior Customer Service Operations Analyst
Saudi Telecom Company STC
2017.01 - Current
- Plan and implement changes to assure planned performance is achieved and to improve performance (including cost reduction to meet regulatory obligations)
- Plan, develop, analyze, monitor, control or report operational Key Performance Indicators, scorecards and other quantitative operational parameters, with focus on non-financial parameters
- Implement, internally or for clients, improvements to processes, data and organization based on digital technology
- Supervise implementation of a corporate or functional multi-year strategy based on research, analyses and insights
- Improvement - Processes by analyze processes and process relationships as well as plan or implement process improvements
- Analyze processes and process relationships as well as plan and implement process improvements
- Plan, assure, control or improve fitness for intended purpose and consistency with business specifications, standards, service level agreements or operational level agreements
- Working to improve the customer experience
- Perform basic simple routine daily actions related to data processing
- Preparing daily, weekly, monthly and annual reports and presenting to the high management
- Manage the quality of the content of the customer service communication
- Provide customer service with tools, content, training, processes and methodologies to help them service customers more effectively
- Analyze customer service traffic, its impact on demand for and supply of customer service human and other resources as well as plan customer service schedules to maximize business results and minimize cost.
- Review current systems bugs, errors, output and request for system enhancement or update
- Extract reports from different systems (CISCO, WFM, Al Adaa, Speechlog, FCR, Siebel CRM, Nexidia speech analytics , Jira anbd RTTS system) and analysis them and send it to section manager & director with indicatives to take action
- Review daily opened tickets by customer, and pinpoint customer issue (System problem, Network problem, agent’s problem, customer satisfactions)
- Create daily and weekly report to enhance customer experience and plan the required change on system, CRM, SMS sent to customers, IVR changes, MYSTC App or any STC channels
- Analyze Customer calls & Repeated calls and create analysis report for customers with most repeated calls and issues and why this calls are repeated (Report is sent to Director, GM, VP, SVP)
- FCR quality team
Analysis Specialist
Saudi Telecom Company STC
2015.01 - 2017.01
- Review current systems bugs, errors, output and request for system enhancement or update
- Extract reports from different systems (CISCO, WFM, Al Adaa, Speech log, FCR, Siebel CRM, Nexidia speech analytics and Jira system) and analysis them and send it to section manager & director with indicatives to take action
- Review daily opened tickets by customer, and pinpoint customer issue (System problem, Network problem, agent's problem, customer satisfactions)
- Create daily and weekly report to enhance customer experience and plan the required change on system, CRM, SMS sent to customers, IVR changes, MYSTC App or any STC channels
- Analyze Customer calls & Repeated calls and create analysis report for customers with most repeated calls and issues and why this calls are repeated (Report is sent to Director, GM, VP, SVP)
- FCR quality team .
Technical Support Engineer
Saudi Telecom Company, Customer Care Center
2014.01 - 2015.01
- Saudi Telecom Company STC
- Review current systems bugs, errors, output and request for system enhancement or updates
- Solve customer problem(internet,calls,etc....) .
Administrative Coordinator
Saudi Telecom
2013.10 - 2014.07
- Administrative coordinator
- Planning and performance management
- Training coordinator
- Recruitment needs analysis
Branch official
Smart Way for Travel and Tourism
2013.01 - 2014.01
- Sales and maintenance branch official
Network Engineer
Btc Telecom Company “Mobily C.O”
2012.11 - 2012.11
- Network Engineer
- Wi-Fi project Hajj 1434 installation repair troubleshooting
Supervisor
Egypt Air
2012.05 - 2012.07
Programmer
Khartoum International Airport
2010.01 - 2012.05
- Improve travel experience for travelers
- Improvement of airport environment
- Reduce travelers' complaints
Education
Bachelor of Business Administration - Business Administration
INTERNATIONAL BUSINESS ACADEMY OF SWITZERLAND IBAS
SWITZERLAND 2022.01 - 2023.01
Information Technology - Information Technology
Sudan University of Science and Technology
Sudan 2006.06 - 2009.09
Skills
- Problem Solving
- Critical Thinking
- Communication Skills
- Customers Service Expert
- Leadership skills
- Flexibility
- Data Analysis
- Attention to Detail
- Microsoft Office (word, excel, PowerPoint, …etc)
- Web page design
- Working under stress and as a team player or/and individually
- Maintenance and programming of computer equipment
- Creativity
Languages
English
Fluent
Arabic
Fluent
Accomplishments
- Participation in Saudi Telecom Company obtaining the ISO certificate
- Participation in Saudi Telecom Company obtaining the COPC certificate
Certification
- ISO 20001:2018 Quality Management for Customer Complaint Handling Internal Audit Training Course
- COPC High Performance Management Techniques
- Strategic planning HP
- Customer relationship management HP
- Project Management and Quality
Timeline
Bachelor of Business Administration - Business Administration
INTERNATIONAL BUSINESS ACADEMY OF SWITZERLAND IBAS
2022.01 - 2023.01
Senior Customer Service Operations Analyst
Saudi Telecom Company STC
2017.01 - Current
Analysis Specialist
Saudi Telecom Company STC
2015.01 - 2017.01
Technical Support Engineer
Saudi Telecom Company, Customer Care Center
2014.01 - 2015.01
Administrative Coordinator
Saudi Telecom
2013.10 - 2014.07
Branch official
Smart Way for Travel and Tourism
2013.01 - 2014.01
Network Engineer
Btc Telecom Company “Mobily C.O”
2012.11 - 2012.11
Supervisor
Egypt Air
2012.05 - 2012.07
Programmer
Khartoum International Airport
2010.01 - 2012.05
Information Technology - Information Technology
Sudan University of Science and Technology
2006.06 - 2009.09