Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Amani Alsulaily

Human Resources Manager
Jeddah

Summary

Dynamic People & Culture Manager at Ejaro with a proven track record in enhancing employee retention and streamlining recruitment processes. Skilled in strategic decision-making and effective communication, I leverage data analysis to drive quality improvements and operational excellence. Committed to fostering a positive work culture and aligning HR initiatives with business goals.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language

Work History

People & Culture Manager

Ejaro
Jeddah, Mecca Region
09.2024 - Current
  • Managed employee records and HR documentation, ensuring compliance with Saudi labor regulations and seamless data retrieval.
  • Supported recruitment operations by streamlining processes, coordinating interviews, and employing creative sourcing strategies to reduce time-to-hire.
  • Maintained payroll inputs and employee benefits records in coordination with finance, ensuring accuracy and timeliness.
  • Enhanced employee retention by contributing to talent management strategies and supporting a positive work culture.
  • Assisted in handling employee relations professionally, resolving issues confidentially and effectively.
  • Collaborated with department heads and leadership to align HR efforts with operational goals and improve team engagement.
  • Oversaw leave tracking, attendance monitoring, and policy communication to ensure operational consistency.

Customer Happiness Manager

Ejaro
11.2019 - 09.2024
  • Handled customer issues quickly and clearly, ensuring high satisfaction and open communication.
  • Analyzed feedback to spot trends and improve service quality.
  • Created scripts and guidelines to help the team provide consistent support.
  • Built trackers for quality cases, insurance, and account activation.
  • Worked with the product team to fix common customer issues.
  • Designed a customer rewards program and wrote FAQs for the app.
  • Supported exhibitions and events to promote the company.
  • Helped onboard car owners and trained them on how to use the platform.

Central Quality Associate

Careem
Jeddah, Mecca Region
07.2018 - 08.2019
  • Solved captain issues and proposed quality improvements.
  • Analyzed data using SQL, Tableau, and Redash.
  • Worked on weekly city reports to address low-rated trips.
  • Participated in operations projects with supply leads and managers.

Executive Customer Happiness Agent

Careem
Jeddah, Mecca Region
11.2016 - 07.2018
  • Prioritized and resolved urgent customer cases within SLA (24 hours) to ensure customer satisfaction and service quality.
  • Responded to customer inquiries across phone, email, and multiple platforms, ensuring timely and accurate support.
  • Managed customer accounts and coordinated lost & found resolution to enhance service reliability.

Education

Bachelor of Science - Management Information Systems

King Abdulaziz University
Jeddah, Saudi Arabia
04.2007 - 04.2011

Skills

  • Customer service expertise

  • Effective communication

  • Operational oversight

  • Team leadership

  • Proficient in Microsoft Office

  • Project planning

  • Strategic decision-making

  • Quality assessment proficiency

  • Problem-solving

  • Adaptability and flexibility

Certification

Bachelor in Management Information systems

Timeline

People & Culture Manager

Ejaro
09.2024 - Current

Customer Happiness Manager

Ejaro
11.2019 - 09.2024

Central Quality Associate

Careem
07.2018 - 08.2019

Executive Customer Happiness Agent

Careem
11.2016 - 07.2018

Bachelor in Management Information systems

06-2011

Bachelor of Science - Management Information Systems

King Abdulaziz University
04.2007 - 04.2011

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Amani AlsulailyHuman Resources Manager