Dalia Almazrou
Riyadh
Summary
Motivated professional with proven leadership skills and a strong ability to perform under pressure and meet tight deadlines. Demonstrates advanced strategic planning and communication skills, coupled with effective problem-solving capabilities. Excels in time management and adaptability, recognized as a quick learner proficient in Microsoft Office. Aims to leverage leadership expertise and core competencies to drive organizational success and continuous improvement.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
BENEFICIARIES ENGAGEMENT SECTION MANAGER
DIGITAL GOVERNMENT AUTHORITY
2023.02 - 2026.04
- Develop and execute a comprehensive beneficiaries engagement strategy aligned with organizational goals.
- Direct the operations of the DGA contact center, ensuring optimal responsiveness and service quality for all beneficiary inquiries.
- Analyze contact center performance metrics and implement continuous improvements to enhance efficiency and user satisfaction
- Implement best practices and innovative approaches to enhance the contact center’s performance and customer satisfaction.
- Monitor Key Performance Indicators (KPIs) to evaluate the effectiveness of engagement strategies and propose evidence-based improvements.
- Develop policies and procedures to ensure high-quality service delivery, rapid issue resolution, and a user-centric approach.
- Monitor the effectiveness of engagement initiatives, reporting results and recommending refinements as needed
- Benchmark global best practices and integrate them into DGA’s beneficiary engagement framework.
- Partner with governmental entities to implement programs that encourage higher adoption rates of digital services.
- Act as the primary advocate for beneficiaries' needs in discussions with other government departments and external partners.
- Conduct workshops, training sessions, and awareness programs to enhance internal capacity for delivering beneficiary-centric services.
- Lead a dedicated team to monitor and identify challenges in government services by analyzing feedback and operational data.
- Collaborate with government entities to transform identified challenges into actionable reforms.
- Develop frameworks and processes to ensure continuous improvement in addressing challenges and implementing sustainable solutions
- Oversee change management initiatives related to engagement strategies, ensuring smooth adoption of new policies and technologies.
- Implement risk assessment frameworks to proactively address potential challenges in beneficiary engagement.
- Prepare detailed reports and presentations for executive leadership, highlighting the impact of engagement initiatives and recommending strategic actions.
PROJECT MANAGER
DIGITAL GOVERNMENT AUTHORITY
2021.08 - 2023.02
- Create and maintain comprehensive project documentation
- Risk management: Planning for and identifying potential risks, performing qualitative and quantitative risk analysis, and planning risk mitigation strategies.
- Submitting project deliverables and ensuring that they adhere to quality standards.
- Review and approve all operational invoices and ensure they are submitted for payment
- Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity.
- Establish and maintain relationships with third parties/vendors.
- Manage changes to the project scope, project schedule and project expenses.
- Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
- Maintaining and completing Project Key Performance Indicators.
- Tracking execution of key milestones, ensuring early identification and communication of potential issues/roadblocks.
- Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
- Measure project performance to identify areas for improvement.
ASSISTANT PROJECT MANAGER
SAUDI E-GOVERNMENT PROGRAM
2019.04 - 2021.08
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution.
- Maintain constant communication with management, staff, and government agencies to ensure proper operations of the organization.
- Develop, implement, and maintain quality assurance protocols.
- Actively pursue strategic and operational objectives.
- Ensure operational activities remain as required and within a defined KPIs.
- Managing and controlling the process of all activities that are related to the Government agencies.
- Manage and track the process of onboarding new government agencies.
- Supervise and assure that the project and government agencies responsibilities are executed in a timely manner.
- Providing monthly reports to the management about government agencies activities, interactions and operations KPIs & SLA’s.
- Escalating issues that require higher level of intervention.
- Create and maintain comprehensive project documentation.
- Submitting project deliverables and ensuring that they adhere to quality standards.
CONTACT CENTER SUPERVISOR
SABB TAKAFUL
2018.03 - 2019.04
- Assist in the formulation of targets for individuals and teams.
- Answer questions from staff and provide guidance and feedback.
- Anticipate escalation and take over calls when needed.
- Devise ways to optimize procedures and keep staff motivated.
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance. Established procedures etc.
- Keep management informed on issues and problems.
- Prepare daily, monthly and annual results and performance reports.
- Work out a plan to improve the performance of daily employees and measure their results through the work of monthly reports.
PRIVATE BANKING, CMB AND PRIORITY CUSTOMER SERVICE REPRESENTATIVE
SABB BANK
2016.09 - 2018.03
- Provide the customers with the bank’s services.
- Resolving product or service problem, determining the cause of the problem; explaining the best solution to solve the problem.
- Explaining and delivering the features for the products and services directly to consumers.
- Answering incoming calls to provide information regarding accounts all related products.
- Creating and maintaining the accuracy in dealing with the customers records.
COORDINATOR, E-LEARNING & DISTANCE EDUCATION
2015.03
- Organizing in the fourth international conference eLearning and distance education.
COMPUTER INSTRUCTOR
SAUDI ACADEMY FOR LANGUAGES & TRAINING
2016.08 - 2016.09
Education
Bachelor Degree - Computer and Information Science, Information Technology (Data Management)
King Saud University
2011.01 - 2016.01
Skills
- Work under pressure and deadlines - Advanced
- Computer Skills “Microsoft office” – Excellent
- Time Management – Advanced
- Strategic Leadership and Planning – Advanced
- Leadership Skills -Excellent
- Fast learner- Advanced
- Communication skills –Excellent
- Enthusiastic and committed–Excellent
- Problem Solving–Advanced
- Flexibility–Advanced
- Leadership excellence
Certification
- PNU Leadership Development Executive Program (Cornell University - Nov 2025)
- Certificate in Planning and Controlling Using OKRs (Meirc – Nov 2024)
- Advanced Contract Management (Oxford Management Center UK – Nov 2023)
- Strategy Execution (Harvard Business. School – Nov 2023)
- Professional Certificate in Customer Experience (CX Academy - March 2023)
- IIBA Endorsed Certificate In Key Performance Indicator KPIs (Meirc – Oct 2022)
- Digital Transformation Masterclass (Meirc – Nov 2021)
- Project Management Professional (PMP) (PMI – April 2021)
- Digital Transformation Certification (IBMI – June 2020)
- Data Analysis & Business Reporting Techniques (Virginia Institute of Finance- Mar 2019)
- Introduction to Management Skills (Immersive Business Training DMCC-Mar 2019)
- Training of data centers: design, standards, and best practices. (Panduit Company -January 2015)
- ILETS. (British Council -May 2011)
- Project Manager Tasks workshop (MCIT -May 2020)
- Retail Banking Professional Foundation Certificate. (The Institute of Finance -December 2016)
- Insurance Foundation Certificate (IFCE). (The Institute of Finance -December 2017)
- (AML), Anti Money Laundering. (SABB -November 2016)
- SABB Direct Course (Inbound Call Center) (SABB –October 2016)
- English conversation skills development program (Saudi Academy for languages & training -August 2016)
- Regulatory Compliance (SABB Takaful –December 2017)
LANGUAGES
English Language – Excellent
Arabic Language – Native
Accomplishments
- Leading the Operations of Citizens Evacuation Services during COVID-19
Successfully coordinated and managed critical operations to evacuate citizens during the COVID-19 pandemic, ensuring their safety and well-being. This initiative demonstrated exceptional crisis management and operational leadership during an unprecedented global challenge.
- Winning "انت كفو" DGA Award in 2023
Recognized for outstanding contributions and honored by H.E. the Governor, underscoring exceptional dedication, leadership, and commitment to achieving organizational excellence.
Timeline
BENEFICIARIES ENGAGEMENT SECTION MANAGER
DIGITAL GOVERNMENT AUTHORITY
2023.02 - 2026.04
PROJECT MANAGER
DIGITAL GOVERNMENT AUTHORITY
2021.08 - 2023.02
ASSISTANT PROJECT MANAGER
SAUDI E-GOVERNMENT PROGRAM
2019.04 - 2021.08
CONTACT CENTER SUPERVISOR
SABB TAKAFUL
2018.03 - 2019.04
PRIVATE BANKING, CMB AND PRIORITY CUSTOMER SERVICE REPRESENTATIVE
SABB BANK
2016.09 - 2018.03
COMPUTER INSTRUCTOR
SAUDI ACADEMY FOR LANGUAGES & TRAINING
2016.08 - 2016.09
COORDINATOR, E-LEARNING & DISTANCE EDUCATION
2015.03
Bachelor Degree - Computer and Information Science, Information Technology (Data Management)
King Saud University
2011.01 - 2016.01