MOHAMMED ALHARBI
Riyadh,Riyadh Region
Summary
A highly skilled professional with expertise in MS Office, vehicle repair and maintenance, and inspection skills. Demonstrates strong capabilities in preventive maintenance and staff management, ensuring efficient operations and excellent time management. Proficient in customer service, SAP and ERP systems, CRM software, and retail platforms. Committed to leveraging technical skills to enhance organisational performance and customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Senior Manager, Community Relations
ROSHN Real Estate
Riyadh, Riyadh Region
08.2023 - Current
- Expressed care, patience and empathy when handling customer interactions for a personalized experience.
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Tracked service and processed feedback for new and existing customers.
- Designed and created communication plans for community residents.
- enhance the community process with the application team.
- Enhanced resident experience and resolved community concerns through direct coordination with Neighborhood Managers.
- Monitored and closed service requests, addressing root causes of repeated reopenings.
- Improved communication workflows between CX, Neighborhood, and Call Center teams.
- Executed resident communication campaigns (SMS, WhatsApp, email).
- Prepared performance reports and shared insights with senior management.
- Supported and organized community events across neighborhoods.
- Documented procedures and improved operational workflows for higher efficiency.
- Developed dashboards to monitor operations, KPIs, and ticket performance.
- Automated reporting and integrated data from multiple systems for accurate real-time insights.
- Provided management with clear metrics and trends to support data-driven decisions.
Customer Experience Manager
ROSHN Company
Riyadh, Riyadh Region
03.2021 - 08.2023
- Devised and published metrics to measure the organization's success in delivering world-class customer service.
- ContinuousConducted assessments of journey maps, identifying friction points and bottlenecks.
- Resolved customer inquiries and complaints with a focus on empathy.
- Supported senior leadership in executive decision-making, generating daily reports to recommend improvements.
- Developed standard operating procedure for customer journey and collaborated with stakeholders for implementation.
- Customer Satisfaction Index (CSI)
Developed a CSI framework to measure customer satisfaction, define KPIs, and analyze results to identify key improvement areas and enhance service performance.
Guest Experience Manager
Abdul Latif Jameel Company
Jeddah
01.2018 - 02.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained team on operating procedures and company services.
- Completed documentation and logs each day and generated weekly reports detailing activities.
- Delivered excellent customer service, resulting in net promoter score is 70 % customer rating.
- Collected customer feedback and delivered reports to leadership to promote correction.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Managed projects and delegated tasks for upper management to achieve on-time and under-budget project completion.
- Worked directly with Sales, service, and spare parts management to reduce guest complaints from 6% to 1.2%.
Reception Manager
Abdul Latif Jameel Company
Makkah, Saudi Arabia
09.2017 - 01.2018
- Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high motivation and satisfaction levels.
- Carried out a thorough risk assessment, ensuring continued compliance with job health and safety regulations.
- Regularly monitored sales, customer satisfaction, and all KPIs progress alongside budgets to ensure cost-effective, efficient service provision.
Service Advisor
Abdul Latif Jameel Company
Jeddah, Saudi Arabia
06.2013 - 09.2017
- Responded to customer requests with friendly, knowledgeable service and support.
- Suggested add-on services that would be helpful to customers and improve the bottom line.
- Pleasantly greeted customers and asked open-ended questions to determine needs better.
- Completed documentation and logs daily and generated weekly reports detailing activities to submit to the service manager.
- Read and followed technical documentation to complete accurate repairs.
Education
BA - Mechanical Engineering
UMM ALQURAH
Makkah06.2013
Skills
- MS Office expert
- Vehicle repair and maintenance
- Inspection skills
- Preventive maintenance
- Staff management
- Excellent time management skills
- Customer service
- SAP and ERP system knowledge
- Customer Relationship Management Software (CRM)
- Retail platforms
Memberships
Member of Saudi Council of Engineers
Certification
- PMP - Project Management Professional
- Service advisor certified TOYOTA Motor Corporation
- Business Writing Skills
- Guest Delighting
- Common Module
- NEW TSA21, BLOCK 2
- Body and paint course
- Exceeding Customer Expectations
- Customer Service Professionalism
- Building Customer Loyalty
- English For Presentation
- Information Security Awareness
- Leadership Skills
- Leadership essentials
- The 7 Habits of Highly Effective People®
- Six Sigma Foundations
- Business Ethics for Managers and Leaders
- Social Media for Leadership
- Unconscious Bias
Timeline
Senior Manager, Community Relations
ROSHN Real Estate
08.2023 - Current
Customer Experience Manager
ROSHN Company
03.2021 - 08.2023
Guest Experience Manager
Abdul Latif Jameel Company
01.2018 - 02.2021
Reception Manager
Abdul Latif Jameel Company
09.2017 - 01.2018
Service Advisor
Abdul Latif Jameel Company
06.2013 - 09.2017
BA - Mechanical Engineering
UMM ALQURAH