Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Ammar Amro

Jeddah

Summary

A professional with a strong foundation in advanced analytics and decision-making aptitude, complemented by extensive knowledge of regulatory compliance. Demonstrates exceptional conflict resolution acumen, resilience, and tenacity in challenging environments. Committed to leveraging these skills to drive strategic initiatives and achieve organizational goals.

Overview

17
17
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Quality control senior specialist

National Water Company
Jeddah, Mecca Region
02.2023 - Current
  • Complaint Resolution Quality: Oversaw complaint closure in Western Cluster ensuring high quality and customer satisfaction.
  • Process Improvement Leadership: Led meetings to enhance complaint resolution processes and identified continuous improvement opportunities.
  • Performance Reporting: Prepared detailed quality and performance reports for Western Cluster senior management.
  • Operational Performance Monitoring: Monitored front and back-office teams to optimize customer experience.
  • Quality Staff Training: Trained and developed quality assurance personnel for enhanced efficiency.
  • Data-Driven Improvement: Analyzed complaint data to develop and implement strategic improvement plans with relevant departments.
  • Enhanced team morale by implementing effective communication practices.

Command center professional

National Water company
Jeddah, Mecca Region
05.2021 - 01.2023
  • Strategic Customer Relations: Led complex issue resolution and escalation, significantly boosting customer satisfaction.
  • Team Development & Training: Built and trained high-performing customer service teams.
  • Weekly Customer Meetings: Chaired weekly customer meetings to proactively enhance customer experience.
  • Performance Analysis & Reporting: Delivered insightful reports to senior management with actionable recommendations.
  • Customer Experience (CX) Optimization: Drove policy and procedure improvements for exceptional customer journey.
  • Service Quality Oversight: Ensured adherence to high-quality standards across customer service operations.

Key account supervisor

National Water Company
Jeddah, Mecca Region
01.2019 - 03.2021
  • Presented reports to senior management on account progress against targets regularly.
  • Ensured smooth operation, successfully handling customer queries and issues.
  • Delivered excellent service, resulting in client loyalty and repeat business.
  • Built strong relationships with new clients to ensure account retention.
  • Trained junior staff members on account management processes and best practices.

Call center supervisor

National Water Company
Jeddah, Mecca Region
07.2012 - 12.2018
  • Managed escalated customer complaints, resolved issues promptly and professionally.
  • Supervised shift operations whilst ensuring adherence to company guidelines and protocols.
  • Performed administrative duties efficiently for streamlined office operations.
  • Conducted performance reviews with team members, provided feedback on areas of improvement.
  • Organized weekly meetings for team development and improvement in strategic planning.

Call center agent

National Water Company
Jeddah, Mecca Region
04.2009 - 06.2012
  • Provided technical support for customer issues, demonstrating problem-solving skills.
  • Facilitated positive customer experiences with attentive service.

Call center agent

Front Liners Company
Jeddah, Mecca Region
04.2008 - 05.2009
  • Enhanced customer satisfaction by promptly addressing and resolving complaints.
  • Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.

Education

Bachelor of Applied Science - Organization Mange And Administrative Development

King Abdulaziz University
Jeddah, Mecca Region
01.2010 - 12.2014

Skills

  • Advanced analytics
  • Conflict resolution acumen
  • Resilience and tenacity
  • Team Leadership
  • Quality Assurance
  • Customer service excellence
  • Decision-Making aptitude

Certification

Total Quality Management

Customer service performance monitoring

World Class Customer Service

Creative Thinking

Stress Management

Persuasion skills

LEADERSHIP AND MANGERIAL SKILLS

Seven Basic Tools of Quality

Analytical Thinking

Excellence in Customer Service

Business Intelligence Report

Timeline

Quality control senior specialist

National Water Company
02.2023 - Current

Command center professional

National Water company
05.2021 - 01.2023

Key account supervisor

National Water Company
01.2019 - 03.2021

Call center supervisor

National Water Company
07.2012 - 12.2018

Bachelor of Applied Science - Organization Mange And Administrative Development

King Abdulaziz University
01.2010 - 12.2014

Call center agent

National Water Company
04.2009 - 06.2012

Call center agent

Front Liners Company
04.2008 - 05.2009

Similar Profiles

Create profile
Ammar Amro