Ayman Mesfer AlGhamdi
Summary
Knowledgeable Work center manger with robust background in managing daily operations and overseeing staff to ensure smooth and efficient functioning. Successfully implemented process improvements that enhanced customer satisfaction and operational efficiency. Demonstrated strong leadership and problem-solving skills, adept at fostering team collaboration and maintaining high service standards. Experienced with managing center operations and ensuring efficient workflow. Utilizes strategic planning and team leadership to optimize performance and service quality. Track record of enhancing customer satisfaction and operational efficiency through problem-solving and process improvements.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Work Center Manager – Service Delivery Management
stc
01.2019 - Current
- I lead Fixed Retention Enablement initiatives as the B2C SPOC, managing technical requests, implementing configurations, overseeing UAT, and ensuring SLA compliance while collaborating across units to enhance service delivery.
- Developed and implemented training programs for staff, enhancing team performance and customer engagement.
Quality Supervisor – Service Delivery Management
stc
01.2017 - 01.2019
- I streamlined service delivery processes, led quality control initiatives, and collaborated with multiple departments to ensure efficiency, policy compliance, and improved customer satisfaction.
- Directed and supervised 10 employees involved in product inspection and quality control procedures.
Dispatcher & Control – Service Delivery Management
stc
01.2015 - 01.2017
- I managed real-time service requests, optimized dispatch accuracy, and supported emergency response efforts to improve operational efficiency and maintain high customer satisfaction.
Customer Care & Control Supervisor
stc
01.2013 - 01.2015
- I supervised daily service operations, resolved escalated cases, improved team workflows, and coached staff to maintain service quality and meet SLA targets.
Education
Bachelor’s Degree - Business Administration
King Abdulaziz University
Skills
- Service Delivery & Technical Enablement
- Business Requirements Management
- Stakeholder Engagement
- SLA & KPI Monitoring
- Agile & Waterfall Methodologies
- Quality Assurance & UAT
- Team Leadership & Coaching
- Product Lifecycle Support
- Demand & Capacity Planning
- Staff development
- Compliance monitoring
- Data analysis
- KPI tracking
- Performance improvements
- Teamwork and collaboration
- Employee motivation
Accomplishments
- Improved SLA compliance by 25% through process automation and better demand planning.
- Played a key role in strategic enablement projects that enhanced Fixed Retention performance.
- Streamlined business-technology communication, reducing backlog by 30%.
Certification
- ITIL 4 Foundation Certificate
- PMP (Project Management Professional) – Course Completed
Languages
English
Upper intermediate (B2)
Timeline
Work Center Manager – Service Delivery Management
stc
01.2019 - Current
Quality Supervisor – Service Delivery Management
stc
01.2017 - 01.2019
Dispatcher & Control – Service Delivery Management
stc
01.2015 - 01.2017
Customer Care & Control Supervisor
stc
01.2013 - 01.2015
Bachelor’s Degree - Business Administration
King Abdulaziz University
Training
- Business Analytics for Decision Making
- Inspiring Leadership through Emotional Intelligence
- Customer Relationship Management
- Agile Team Leadership
- Conflict Resolution Skills
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<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center