Faisal AL Sagheer

• Reduced employee turnover rates by offering comprehensive training programs and fostering a positive work environment.
• Enhancing and developing customer experience
• Process analysis and review gaps and fixing.
• Reduced department turnover by developing and implementing performance evaluations to support corrective action planning.
• Developed process controls and metrics for daily management of call center.
• Enhanced customer satisfaction by implementing effective call center strategies and streamlining processes plan.
• Executed Monthly Performance Plans with representatives to identify production gaps.
• Increased efficiency and productivity through effective staff training and real time monitoring for each activities .
• Developed innovative sales and marketing strategies action plan to ensure target achieved.
• Established performance metrics and monitored agent progress, providing timely feedback to drive continuous improvement.
• Developed and implemented customer service policies and procedures.
• Monitored key business risks and established risk management procedures.
• Achievement of KPIs ,objectives, goals,
• Systems implementation and enhancement, CRM Omni channel, Genesys.
• Responsible for managing a large number of teams members.
• Staff engagement, creating recognition programs,
• Customer retention ,
• maintain required training and communication standards,
• Projects management,
• problem-solving, complaint management achieve lowest rate.
• Processes development and enhancement .
• Meet sales monthly targets, and ensure successful sales.
• Identify gaps in customers' life cycle and continues improvement.
• My role is not about meeting set numerical targets. It entails creating customer value and continues (CEX) enhancement.
• Ensure efficient communication and a high-quality experience.
• Control no-show below 13% rates by conducting certain activities.
• Keep teams quality Improving to ensure high stander and protocols aligned.
• Focus on customer feed back to improve team quality and increase customers satisfaction.
• Implementing high customer experience rate by conducting intensive collebrative activities to achieving the highest CSAT,NPS and FCR and competing benchmark.

• Managing large team of customer service different layer manager, supervisor ,team leaders.agent
• Managing essential projects for the last couple of years ; ,system enhancement, staff empowerment in different layer, staff engagement, staff satisfaction, customer experience enhancement, transformation management, process fix and enhancement.
• Demonstrated leadership skills in managing projects from concept to completion.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Conducting up sealing and cross achieve clint monthly revenue growth.
• Set & Developed department KPIs
• Implement department revamp plan changed the whole concept from CS account management .
• Building a strong relation with lint and sales.
• Provide a high stander of customer experience reflecting great customer loyalty.
• Set and participate in all departments strategically planning.
• Achieved the agreed service levels across customer segments in up to date.
• Set and participate in departments KPIs
• Set department's Istaff incentive scheme.
• Lead managed and developed big number of teams and managers in a high- pressure customer-orientated environment during CC support.

• Managed social media accounts to boost company visibility, generating increased interest from prospective clients and customers.
• Analyzed problems and worked with teams to develop solutions.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Maintained accurate records of quality activities .
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Conducted regular reviews of operations and identified areas for improvement.
• Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
• Developed effective improvement plans in alignment with goals and specifications.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Facilitated high-quality training program delivery to employees and external stakeholders.
• Delivered high-quality training sessions to colleagues, elevating overall team performance.
• Conducted new employee orientation and monitored training processes to drive quality training.
• Conducted quality training for [Number] subordinates, resulting in [Number]% decrease in discrepancies.
• Developed and coordinated training to maintain access to high-quality training materials.
• Ensured long-term client satisfaction by consistently delivering high-quality training services.
• Evaluated interactions between associates and customers to assess personnel performance.
• Tracked quality issues with external customers, suppliers, and internal plant operations.
• Investigated customer complaints and performed corrective actions to resolve quality issues.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Conducted risk assessments to identify and mitigate potential quality issues.
• Performed root cause analysis to identify and resolve quality issues and defects.
• Implemented new quality assurance and customer service standards.
• Enhanced product quality by implementing comprehensive QA processes and procedures.
• Established and tracked quality department goals and objectives.
• Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
• Paid attention to detail while completing assignments.
• Excellent communication skills, both verbal and written.
• Provided professional services and support in a dynamic work environment.
• Monitored staff organization and suggested improvements to daily functionality.
• Maintained an up-to-date knowledge of industry innovations and advancements, ensuring the Quality Control department remained at the cutting edge of best practices.
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
• Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
• Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Promoted a culture of continuous improvement, implementing best practices in adult education methodologies across the organization.
• Reduced company-wide skills gaps through effective workforce planning and targeted employee development initiatives.
• Established a positive learning environment by fostering open communication and encouraging feedback from all participants.
• Optimized departmental performance with thorough needs assessments, aligning training programs to business objectives.
• Developed and implemented comprehensive training program to increase employee productivity and morale.
• Managed development of e-learning training materials and activities to enhance learning experiences.

• One of the founders to Mobily consumer customer care contact centers (1100)
• Participate in building the call centers from scratch, two sites Jeddah and Dammam
• Participate in Customer Segmentation project .

• One of the founders to Mobily consumer customer care contact centers.(1100)

• Participate in building the call centers from scratch, two sites Jeddah and Dammam
• Led successful Mobily VIP customers' "Raqi project".
• Organized many major Team Building events for over 1000 staff.
• Interviewed and recruited more than 600 Mobily staff.
• Led, managed and developed more than 70 teams with big number of staff in a high-pressure .
• Played a key role in Dammam and Jeddah Contact Centre pre-launch activities.
• Worked on continuous improvements to Call Centre operations and delivered a high level of quality to increase customer satisfaction levels.
• Handled coverage and customer complains.
• launch of the company in 2006.
• Implement and manage Night-shift Operation
• launches and manage of Trade Line.
• Leads internal Customer Care Training and manages external training plans for all staff.
• Responsible in Customer Care annual strategic planning.
• participated in many customer care, sales & business care projects.
• Identified trends in customer marketplaces to develop valuable solutions.
• Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Integrated new systems for scheduling appointments, managing customer contacts and coordinating retention strategies.
• Resolved problems, improved operations and provided exceptional service.

• Support the senior manager to improve VIP customer relationship improving bussines countinuonuty .
• Responsible of customer investment
• Played a key role in department revamp
• Worked on continuous improvements to VIP customer operations and delivered a high level of quality to increase customer satisfaction levels.
• Generated customer satisfaction surveys to analyze results into action plans.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Proved successful working within tight deadlines and a fast-paced environment.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.