MOHAMMED BIN SHUDAYYID
Riyadh
Summary
Highly skilled professional with expertise in logistics and supply chain management, enterprise resource planning, and client relationship management. Demonstrates advanced Excel proficiency and a strong track record in product development. Adept at employee training and performance optimization, aiming to leverage these skills to drive operational excellence and innovation in future roles.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Quality Specialist
SDAIA Project
Riyadh, Saudi Arabia
2026.02 - Current
- Monitored and evaluated quality performance across multiple communication channels, including Voice, Social Media, and Email, ensuring 100% adherence to operational standards.
- Developed and implemented a "First Call Resolution" (FCR) initiative, resulting in improved customer satisfaction and more efficient problem-solving from the first interaction.
- Optimized key performance indicators (KPIs) by significantly increasing FCR rates and reducing Average Handle Time (AHT) through targeted feedback and coaching.
- Established a structured Escalation Policy to streamline communication between agents and supervisors, enhancing the speed and accuracy of issue resolution.
- Designed a dynamic and interactive Excel Dashboard to track employee performance, error trends, and ticket volumes across all digital and voice channels.
- Utilized advanced data visualization and filtering (by week, month, department, or supervisor) to provide actionable insights and identify top-performing teams and areas for improvement.
- Analyzed error patterns and quality trends to pinpoint frequent compliance gaps, enabling the management to make data-driven decisions.
Payment Risk Specialist
MRSOOL
Riyadh, Riyadh Region
2021.07 - 2025.09
- Promoted to Payment Risk Specialist in Jul 2021 for strong audit outcomes and control design.
- Monitored reimbursement/payment transactions, flagging anomalies and blocking high-risk cases pre-disbursement.
- Designed internal controls and SOPs, reducing payment errors by 15% through improved approval limits and exception handling.
- Drove risk detection initiatives using pattern analysis, coordinating with Operations to suspend repeat offenders.
- Led updates to reimbursement and payment policies, clarifying eligibility conditions to minimise leakage.
- Produced monthly risk reports and dashboards using Excel, recommending preventive actions and tracking closure with stakeholders.
- Conducted root-cause analysis on incidents, implementing corrective actions to enhance audit readiness.
Resolved Level-2 payment escalations within SLAs alongside Finance, Operations, and Customer Experience.
Compensation Specialist
MRSOOL
Riyadh, Riyadh Region
2019.04 - 2021.07
- Performed audits on customer and courier reimbursement claims, rectifying discrepancies and enforcing accountability.
- Implemented quality reviews of claims submissions while mentoring agents on policy compliance.
- Developed proactive monitoring methods to identify abuse, successfully suspending repeat offenders.
- Updated reimbursement policies, achieving a reduction in overall spend of roughly 20%.
- Standardised workflows to expedite processes and ensure continual audit readiness.
- Coordinated with Finance for accurate reconciliation of reimbursements and monthly reporting to leadership.
- Provided refresher training and job aids to boost team compliance.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Personnel officer
Al Rashid Trading
Riyadh, Riyadh Region
2018.12 - 2019.04
- Facilitated new hire orientation sessions, improving employee integration and onboarding processes.
- Supported recruitment efforts through interview scheduling and job offer drafting, enhancing operational efficiency.
- Delivered comprehensive guidance on salary scales, compensation structures, and bonuses to maintain policy adherence.
Human resources specialist
Al Khozama
Riyadh, Riyadh Region
2016.03 - 2018.12
- Ensured compliance with Saudi Labour Law by calculating end-of-service benefits and auditing balances for management approval.
- Identified and reconciled discrepancies in time and attendance systems to ensure accurate payroll processing.
- Administered health and vehicle insurance policies while keeping benefits records up to date.
- Updated employee annual leave balances, ensuring compliance with established company policies.
- Documented disciplinary cases, issued warnings, and supported internal investigations effectively.
- Facilitated onboarding programmes for new hires, fostering engagement and smooth integration.
- Created and maintained HR checklists and welcome packs to optimise operational efficiency.
- Assisted in HR audits through meticulous upkeep of employee records and compliance documentation.
Education
Bachelor of Science - Administration Science
King Abdulaziz University
Saudi ArabiaSkills
- Excel proficiency and advanced skills
- Logistics and supply chain management
- Enterprise resource planning
- Client relationship management
- Product development
- Employee training and performance optimization
Certification
- Certified GRC Auditor (GRCA) . OCEG . GRCA-167329862
- GRC Professional (GRCP) . OCEG . GRCP-166269400
- aPHRi – Exam Prep (Training)
- Introduction to Artificial Intelligence . SDAIA
- Advanced AI Concepts and Applications . SDAIA
- Diploma degree in Human Resource Management . GBHD
- Microsoft Office Specialist (MOS)(Training)
Languages
Arabic
Native
English
Advanced
Timeline
Quality Specialist
SDAIA Project
2026.02 - Current
Payment Risk Specialist
MRSOOL
2021.07 - 2025.09
Compensation Specialist
MRSOOL
2019.04 - 2021.07
Personnel officer
Al Rashid Trading
2018.12 - 2019.04
Human resources specialist
Al Khozama
2016.03 - 2018.12
Bachelor of Science - Administration Science
King Abdulaziz University