Summary
Overview
Work History
Education
Skills
Certification
Training
Timeline
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Mashael Saud

Customer Care and Quality Supervisor -Customer Care
Riyadh

Summary

Results-oriented HR Operations Specialist with over 5 years of experience in various human resources functions, including talent acquisition, employee relations, personnel management, performance management, and labor law compliance. Strong leadership and analytical skills with a proven track record in improving service quality, increasing customer satisfaction, and reducing operational costs. Proficient in HRIS systems, SAP, Excel, and Power BI. Skilled in remote team supervision, employee training, and creating impactful HR initiatives aligned with organizational goals. Training supervisor with 1 year of experience, possessing an excellent understanding of planning, leading, and evaluating courses for new and existing employees. Trained in software with extensive knowledge in the area of expertise.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
2
2
Languages

Work History

Quality & Training Supervisor (Customer Care)

Takamol Holding
01.2025 - Current
  • Supervise performance quality of over 400 customer care agents (onsite & remote).
  • Increased customer satisfaction from 80% to 92%.
  • Designed and conducted employee surveys; analyzed data to improve operations.
  • Developed a full training package and organized workshops within one week.
  • Proposed two pilot projects that reduced staffing costs by 50%.
  • Created and analyzed performance reports using Power BI to identify gaps and implement solutions.
  • Managed daily reports for remote employees through aligned communication channels.

Customer Care Agent (Qiwa Project)

Takamol Holding
03.2022 - 12.2024
  • Managed the Qiwa platform to ensure full compliance with Saudi labor regulations.
  • Handled over 150,000 inquiries and complaints from clients and stakeholders.
  • Coordinated with 16+ government entities to resolve documentation and technical issues.
  • Collaborated with the Ministry of Interior to address foreign employee visa issues.
  • Delivered weekly, monthly, and annual reports with insights and recommendations.
  • Submitted improvement suggestions that influenced Ministry decisions positively.

HR Support Officer

Public Transport Company
03.2020 - 03.2022
  • Maintained employee records using the SAP HR system.
  • Monitored employee attendance and distributed internal memos.
  • Represented HR in risk management meetings and updated risk mitigation logs.
  • Key Contribution: Participated in the launch and implementation of SAP HR across the organization.

HR Coordinator (Intern)

STC (Saudi Telecom Company)
01.2017 - 03.2017
  • Assisted in creating and updating job descriptions.
  • Conducted resume screenings and initial phone interviews.
  • Coordinated interview schedules between candidates and hiring managers.

Education

B.A. - English Literature

King Saud University
01.2014 - 01.2018

Skills

  • HR Strategy & Operations
  • Employee Performance & Quality Control
  • Talent Acquisition & Onboarding
  • Remote Team Supervision
  • Labor Law Compliance (Saudi Arabia)
  • Risk Management Support
  • HRIS & SAP Systems
  • Data Analysis & Reporting (Excel, Power BI)
  • Customer Service Process Optimization
  • Training Program Development

Employee engagement

Certification

aPHRi Certification, Pearson VUE

Training

  • Digital Marketing, Riyadh Chamber, 03/01/20
  • Human Resource Management Course, Riyadh Chamber, 06/26/19

Timeline

Quality & Training Supervisor (Customer Care)

Takamol Holding
01.2025 - Current

Customer Care Agent (Qiwa Project)

Takamol Holding
03.2022 - 12.2024

HR Support Officer

Public Transport Company
03.2020 - 03.2022

HR Coordinator (Intern)

STC (Saudi Telecom Company)
01.2017 - 03.2017

B.A. - English Literature

King Saud University
01.2014 - 01.2018

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Mashael SaudCustomer Care and Quality Supervisor -Customer Care