HUSSAM Al-SHAIKH
Riyadh
Summary
I aim to leverage my proven leadership and operational expertise to effectively manage and optimize contact center operations, exceed customer expectations, and drive business growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Helpdesk Policy Administrator / Call Center Team Leader / Acting Contact Center Manager
Maximus
01.2022 - Current
- Lead and mentor a team of bilingual copywriters (Arabic and English), providing direction and support to maintain quality, consistency, and brand voice across all platforms.
- Balance business objectives with creative communications to ensure the brand image remains consistent, professional, and aligned with business needs.
- Ensure copy quality across platforms, overseeing the development, revision, and quality assurance of copy across in-app content, websites, social media, and external communications (emails, PR materials, etc.).
- Manage translation workflows to guarantee accurate localization, respecting cultural nuances with a focus on Arabic-speaking audiences.
- Establish and implement quality assurance processes for reviewing and approving copy, ensuring it adheres to brand tone, quality standards, and company guidelines.
- Oversee the copywriting project pipeline, ensuring task assignment, meeting deadlines, and efficient project traffic management for timely and quality delivery.
- Collaborate with internal stakeholders (Marketing, Customer Care, Product, etc.) to align copywriting efforts with business goals, audience awareness, and regulatory compliance.
- Lead initiatives to improve copywriting processes, provide training opportunities, and encourage continuous optimization in writing, editing, and localization.
- Contribute to Classic Arabic copywriting, enhancing messaging and audience engagement.
- Additional Highlights:
- 10+ years experience in copywriting ideally Arabic and English.
- Tech-savvy, able to quickly adapt to new tools, and optimize messaging for varied audiences.
- Understanding of app functionalities within fulfillment industry, with a focus on crafting functional, business-aligned copy.
- Business / Market Awareness of goals, trends, and audience behavior.
- Flexibility and Adaptability to changing priorities and project demands.
- Experience in translation.
- Must understand local dialect nuances.
- Verbal & written fluency in classic Arabic and English.
- Proficiency in all office suite products.
Trainer / Knowledge Management Specialist
Contact Center Company (CCC by STC)
01.2019 - 01.2022
- Worked directly with trainers/process owners to define the structure of the data bank.
- Created and managed knowledge bank content, decision trees, accounts, and assessments.
- Designed and created training materials (videos, presentations, and PDFs) using different platforms based on business needs.
- Good knowledge of COPC standards and customer service protocols.
- Played a major role in achieving the COPC certificate for CCC by STC company.
- Analyzed, planned, and implemented operational training requirements for new and existing operations.
- Conducted client meetings to discuss implementation training, new information, feedback, and reviews.
El-Seif Engineering Contracting Company
01.2013 - 01.2019
- Provided networking services and support for computer software including operating systems and Microsoft Office Suite.
- Configured and tested new hardware/software and provided staff training.
- Maintained company servers, backups, and all office equipment.
- Information Technology
Communication Engineer
Saudi Ericsson Co.
01.2010 - 01.2013
- Provided on-site technical support, installation, and configuration of business phone systems and STC circuits.
Technical Support
NESMA Co.
01.2007 - 01.2010
- Delivered high-level technical support, resolving corporate DSL, LL, and VPN issues.
Education
Bachelor's degree - Electronic and Communication Engineering
University of Aden
01.2007
Skills
- Soft Skills: Communication, Time Management, Leadership, Problem Solving, Work Ethics
- Hard Skills: Knowledge Management, Training, Networking, Microsoft Office Suite, Graphic Design
Certification
- CCNA (2009)
- CCNP (2010)
- CCNA Voice Cisco ID: CSCO11606885 (2012)
LANGUAGES
Arabic (Native)
English (Professional)
Timeline
Helpdesk Policy Administrator / Call Center Team Leader / Acting Contact Center Manager
Maximus
01.2022 - Current
Trainer / Knowledge Management Specialist
Contact Center Company (CCC by STC)
01.2019 - 01.2022
El-Seif Engineering Contracting Company
01.2013 - 01.2019
Communication Engineer
Saudi Ericsson Co.
01.2010 - 01.2013
Technical Support
NESMA Co.
01.2007 - 01.2010
Bachelor's degree - Electronic and Communication Engineering
University of Aden
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