HAMAD WALEED ALSHADOKHI
Riyadh,Saudi Arabia
Summary
Driven and resourceful professional with exceptional interpersonal and communication skills, combined with proven ability to build and maintain relationships with clients. Demonstrates strong problem-solving abilities and keen attention to customer needs. Ready to contribute to significant client satisfaction and business growth
Overview
15
15
years of professional experience
1
1
Certification
Work history
Services Account Manager
Mobily
Riyadh
01.2024 - Current
- Serve as primary post-sales contact for assigned VIP clients, building strong relationships and ensuring high level of customer satisfaction.
- Coordinate with internal teams (e.g., operations, technical support, project management) to ensure seamless service delivery.
- Monitor service performance metrics and proactively address any potential service issues or risks.
- Conduct regular service reviews with clients, providing performance reports, updates, and action plans.
- Manage customer escalations and resolve issues in timely and professional manner.
- Understand client needs and align service offerings to support their goals and objectives.
- Identify opportunities for service improvements, renewals, and upsells in collaboration with sales or customer success teams.
- Ensure contract terms and service level agreements (SLAs) are met consistently.
- Document client communications, service plans, and account activities in CRM system.
- Visits to clients to discuss services, escalations, and reports for monitoring services.
- Spearheaded strategic business development initiatives contributing to revenue generation exceeding 60 million SAR across cloud , data Center and telecom services
Operations controller
Jahez
06.2022 - 01.2024
- Ensuring that all the requests submitted are monitored, supporting the clients and monitoring the operation before the customers complain.
- Solving customer problems in all channels.
- Drivers support.
- Monitoring the app if there is any issue we raise it to the IT and follow up the issue until resolved.
- Verifying the payment of the orders, if there is any issue regarding successful or failed.
- Checking and monitoring tickets, if there is any repetitive problem we solve them before the customers complain.
Back office specialist
Jawwy
02.2022 - 06.2022
- Processing complaints, queries, and requests for customer CRM, CITC, and following up with any request from the management.
- Directing relevant teams such as IT, LMD Sales, and Finance and following up with them until the complaint and request are resolved.
- Using Amazon Payment Services to acknowledge and process successful payments and failed transactions.
- Using Microsoft Office programs (Words, excel).
- Checking the quality of the complaints and the efficiency of the process done by operation teams.
Customer service representative
Jawwy
03.2021 - 02.2022
- Keeping a positive, empathetic, and professional attitude toward customers at all times.
- Promptly responding to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Checking on orders and processing requests from customers.
Intern co-op training program
Milling Company 2
01.2019 - 07.2019
- Contribute to the preparation and execution of key engineering projects.
- Provide input on project processes, strategies, and execution.
- Operate as a multidisciplinary member of a team of creative, independent individuals.
- Provide technical support to engineers, as needed.
Salesman
Company Name
01.2011 - 01.2019
- Greeting customers and help them to find items in the store.
- Checking for stock at other branches or order requested stock for customers.
- Providing customers with information about items.
- Ring up purchases.
- Elevating complaints to management.
- Keeping track of inventory.
- Supervising the shop.
Intern
Saudi Telecom Company
06.2011 - 08.2011
Education
Bachelor of Engineering - industrial and systems Engineering
University of Hail
Hail Skills
- CRM
- Microsoft Office
- OSHA
- Customer relations
- Account manager
Certification
- Dell GenAI foundations
- Dell technology
LANGUAGES
English
TRAINING / COURSES
- NEBOSH Safety and Health
- Safety and Health
- OSHA General Health and Safety
- Health and Safety
Timeline
Services Account Manager
Mobily
01.2024 - Current
Operations controller
Jahez
06.2022 - 01.2024
Back office specialist
Jawwy
02.2022 - 06.2022
Customer service representative
Jawwy
03.2021 - 02.2022
Intern co-op training program
Milling Company 2
01.2019 - 07.2019
Intern
Saudi Telecom Company
06.2011 - 08.2011
Salesman
Company Name
01.2011 - 01.2019
Bachelor of Engineering - industrial and systems Engineering
University of Hail