Fatima Asiri
Riyadh
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture., planning and organizational skills built during successful career. Diligent mentor with exceptional management abilities and results-driven approach. Documented strengths in building and maintaining relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Head Of Solution Delivery Management
,
05.2023 - Current
- Identified plans and resources required to meet project goals and objectives.
- Developed and initiated projects, managed costs, and monitored performance.
- Negotiated and managed third-party contracts related to project deliverables.
- Identified risks and took corrective action as needed.
- Developed and implemented projects budgets to ensure successful execution.
- Prepared and submitted project invoices for review and approval.
- Maintained professional, organized, and safe environment for employees and patrons.
Manager
Contact Center
09.2021 - 05.2023
- Created customer support strategy to increase customer retention.
- Preparing new contact centers for new projects.
- Develop and automate reports
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, and customer service metrics.
- Developed quality employees within call center to take over leadership positions.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
Analyst
Contact Center
10.2017 - 09.2021
- Incidents Manager, tracking major incidents.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Create workflow for new projects.
- Analyze incidents and create daily, weekly and quarterly reports.
- Follow-up of technical issues in technical system.
- Enhancing and improving ticketing system
Officer
technical support
09.2014 - 09.2017
- Working closely via phone, email.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Produced detailed and relevant reports for use in making decisions.
Education
Bachelor - Information Technology
Saudi Electronic University
Riyadh 2022
Technical Support Training
King Saud University
Riyadh2013
Intensive English Program
Technical And Vocational Training Corporation
Riyadh 2013
High Diploma - Technical Support
Technical And Vocational Training Corporation
Riyadh2013
Skills
- Effective multitasking
- Presentation skills
- Effective communication skills
- Microsoft Office
- Time management skills
- Outstanding management skills
Certification
- PMP - Project Management Professional -2023
- Customer Experience Performance Leader, COPC Inc -2022
- COPC Best Practices for CX Operations Training, COPC Inc - 2019
- ILM Endorsed Key Managerial Skills foe New Managers and Supervisors, Meirc - 2017
- English certification , British counsel - 2016
- Communication skills, TVTC - 2013
Timeline
Head Of Solution Delivery Management
,
05.2023 - Current
Manager
Contact Center
09.2021 - 05.2023
Analyst
Contact Center
10.2017 - 09.2021
Officer
technical support
09.2014 - 09.2017
Bachelor - Information Technology
Saudi Electronic University
Technical Support Training
King Saud University
Intensive English Program
Technical And Vocational Training Corporation
High Diploma - Technical Support
Technical And Vocational Training Corporation
- PMP - Project Management Professional -2023
- Customer Experience Performance Leader, COPC Inc -2022
- COPC Best Practices for CX Operations Training, COPC Inc - 2019
- ILM Endorsed Key Managerial Skills foe New Managers and Supervisors, Meirc - 2017
- English certification , British counsel - 2016
- Communication skills, TVTC - 2013
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