Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Interests
Timeline
Generic
Gamar Moaminah

Gamar Moaminah

Section Head Contact Center Operations
Jeddah

Summary

Proactive personality, positive toward change.

Likes strategic and creative work.

Great with people management.

Has been in the call center industry since 2004 and always likes dynamics environment.

Winner of Call Center manager of the year 2015. Certified COPC . Judging For The Gulf CX awards

Overview

19
19
years of professional experience
3
3
years of post-secondary education
10
10
Certificates

Work History

Section Head Contact Center Operations

Mobily
Jeddah
08.2021 - Current
  • Managing the Contact Center Operations.
  • Insuring Contact Center KPIs are achieved.
  • Improving Business Process and Policies.
  • Insuring to give the highest Customer Experience .

Senior Executive Manager Contact Center

Mobily
Jeddah
04.2017 - 08.2021
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed team communications and information for meetings.
  • Resolved problems, improved operations and provided exceptional service.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Created plans and communicated deadlines to complete projects on time.

Call Center Operations Manager

Mobily
Jeddah
11.2011 - 03.2017
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Was part of the start up team of the Home agent project which is a first in Saudi Arabia
    and made it successful to approve 600 HC WFH
  • Recruiting and selection of the new
    staff
  • Won middle east call center manager of the year award by insight

Customer Care Female Senior Supervisor

Mobily
Jeddah
12.2004 - 11.2011
  • Improved operations through consistent hard work and dedication.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Used coordination and planning skills to achieve results according to schedule.
  • Collaborated with team members to achieve target results.
  • Increased customer satisfaction by resolving issues.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked with customers to understand needs and provide excellent service.

School Teacher

Private School
Jeddah
09.2002 - 06.2004
  • Created and presented clever lessons to engage students and focus on core subjects necessary for personal and academic growth.
  • Prepared and administered grade-specific tests and examinations regulated by school district to monitor students' growth and to report progress to parents.
  • Established open communication and positive relationships with students, parents, peers and administrative staff.
  • Fostered student curiosity and interest in learning through hands-on activities and field trips.

Education

Bachelor of Arts - English Language, Linguistics And Teaching Method

Umm AlQura Universtiy
Makkah
09.1998 - 08.2001

Skills

Call center operations

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Accomplishments

  • Starting up the working from home concept in my company in 2011 which was a new thing at that time and was successful in hiring female from around the kingdom
  • Winner of the Middle East Call Center Manager of the year in 2015 by insights
  • Participating in the Judging Panel for the Gulf CX awards in 2021
  • Being the pioneers in the industry and presenting the concept of customer experience in the region in the telecommunications field.

Affiliations

The Judge club of the Gulf CX awards

Certification

COPC certification

Interests

Digital Marketing

Customer Experience

Training and Development of staff

Efficiency

Process and Policies

Traveling

Timeline

Digital marketing

11-2021

Section Head Contact Center Operations

Mobily
08.2021 - Current

Train the Trainer

05-2021

COPC certification

08-2019

Lean Six Sigma

08-2017

Senior Executive Manager Contact Center

Mobily
04.2017 - 08.2021

Project Managment Program

11-2016

CIAC, call center operation

04-2012

Call Center Operations Manager

Mobily
11.2011 - 03.2017

Emotional Intelligence in the Workplace

05-2011

Leadership & Management Skills for the New manager & Supervisor

12-2010

Leadership

10-2006

Problem solving & decision making

10-2006

Customer Care Female Senior Supervisor

Mobily
12.2004 - 11.2011

School Teacher

Private School
09.2002 - 06.2004

Bachelor of Arts - English Language, Linguistics And Teaching Method

Umm AlQura Universtiy
09.1998 - 08.2001

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Gamar MoaminahSection Head Contact Center Operations