Gharam Khalid Albotee
Riyadh
Summary
Innovator and entrepreneur skilled at pro-actively participating in all aspects of business development and management from operations, finance, human resources and marketing effective communicator with deep education research and analytics. Ready to leverage experience and to pursue new professional challenges.
Overview
5
5
years of professional experience
Work History
Quality Specialist
Digital Transformation ( Ministry Of Human Resources And Social Development )
02.2023 - Current
- Analyzed quality and performance data to support operational decision-making and track KPIs
- Conduct monthly interactions to be monitored based on statistical implications of sample size as per COPC
- Monitor and Measure Customer Critical Error Accuracy, Business Critical Error Accuracy and Compliance Critical Error on daily and monthly basis.
- Apply pareto analysis with an ACPT factors and fishbone analysis as an RCA
- Agents training and coaching
- Measure and track the coaching on time and effectiveness
- Monitor and Follow up on Coaching phases.
- Define customer critical errors by an analysis of the key drivers of the customer experience
- measure the net promoter score (NPS) of customers
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Monitor IT support performance and Tickets analysis as agreed SLA's
- Develop voice of customer (VOC) process to improve the quality-of-service delivery and customer experience.
- Service now using for incident and request management.
- Develop an escalation matrix for the PMU
- DSAT and CSAT analysis
- Applying COPC standards
Quality Assurance Lead
Fitroad company
01.2021 - 05.2023
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Determined areas in need of improvement and devised targeted corrective actions for each concern to maintain optimal business operations.
- measure and set the net promoter score (NPS) of customers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Collaborated with audit clients and action owners to apply root cause analysis RCA guidance and establish effective corrective action plans.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Tracked customer satisfaction surveys to recognize trends and create action plans for improving services.
- Conducted research to analyze customers' behavior,
preferences, and purchasing habits. - Tracked quality issues with external customers, suppliers, and internal plant operations.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
Entrepreneurship Intern
Eyuonsalma Trading LTD
11.2018 - 12.2021
- Determined business plan, mission statement, and vision.
- Launched new product lines successfully through comprehensive planning, strategy and research.
- Mapped income generating strategies to grow revenue.
- Designed products to increase sales and customer experience.
- Implemented new ERP systems based on accounting requirements and user needs, assisting with system builds,testing and deliverables. Taught end users to navigate ERP system by developing and presenting training sessions.
- Established team priorities, maintained schedules and monitored performance.
Education
Science And Engineering
Kaplan London International Colleges
LONDONPsychology With Marketing
Middlesex University Dubai
DUBAI Skills
- Analytical and Critical Thinking
- Attention to Details
- Team Support
- SPSS Software
- MS Office
- ERP Software
- Teamwork and Collaboration
- COPC
Profissional Certificate
ITIL ® 4 Foundation - IT Service Management Certification
Information Technology Infrastuctre Library
Timeline
Quality Specialist
Digital Transformation ( Ministry Of Human Resources And Social Development )
02.2023 - Current
Quality Assurance Lead
Fitroad company
01.2021 - 05.2023
Entrepreneurship Intern
Eyuonsalma Trading LTD
11.2018 - 12.2021
Science And Engineering
Kaplan London International Colleges
Psychology With Marketing
Middlesex University Dubai
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