Morhaf Jalal
Jeddah
Summary
Dedicated Customer Experience Manager with 13 years of experience in expert leadership. Serving as an escalation point for clients and internal departments to guarantee quick problem resolution and consistently excellent customer service. Strong people management skills and ability to coach, lead, and develop employees. Diligent Customer Experience Manager, successfully satisfying customers with creative and knowledgeable solutions. Motivating teams of customer service professionals to improve customer ratings, reduce complaints and increase business. Driven professional with solid interpersonal and problem-solving skills. Proven abilities in managing customer relationships and streamlining processes to enhance satisfaction. Committed to delivering exceptional customer experiences and fostering loyalty.
Overview
14
14
years of professional experience
2027
2027
years of post-secondary education
Work history
Head of customer experience
Mohmmed Yousef Naghi Motors (Nissan and Infiniti)
Jeddah
10.2023 - 09.2025
- Used multi-source data to determine sales and delivery terms for products and services.
- Organized special sales at specific times to drive customer engagement and move high volumes of products.
- Coordinated department schedules to maximize coverage during peak hours.
- Customized promotional strategies to meet the needs of different clients, products, and services.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Implemented a new CRM system for improved data management and analysis.
- Transformed sales process using CRM tools, increasing sales funnel visibility.
Complaints & CRM Manager
Mohammed Yousuf Naghi Motors Co. JLR
Jeddah, Saudi Arabia
03.2014 - 09.2023
- Manages complex and high-level complaints
- Communicates and coordinates with local regulatory bodies and ministries
- Negotiates support level from OEM
- Designs and releases CRM procedures and policies
- Manages fourteen team members (regional CRM and call center)
- Prepares and recommends customer-focused strategies
Sales Consultant
Abdulatif Jameel
03.2012 - 03.2014
- Manage and control the customer experience and sales journey
- Coordinated with operational management to generate leads
- Handled customer grievances and issues
Call Center Agent
Mobily
04.2011 - 03.2012
- Supported premium customers via telephone and other communication channels
- Handled customer grievances and issues, and resolved complaints
- Implemented customer-first principles and change requests
Education
Bachelors of Business & Marketing - E-commerce
Saudi Electronic University
Jeddah, Mecca RegionHigh School - Business & Mathematics
Jeddah Secondary School
Skills
- Software
- Autoline (Dealer Management System)
- Microsoft Office
- Computer-Based Accounting Software
- SAP
- Negotiation Skills
- Honesty & Transparency
- Cultural and Emotional Awareness
- Process improvement techniques
Personal Information
- Date of birth: 06/28/89
- Nationality: Saudi Arabian
- Marital status: Married
Timeline
Head of customer experience
Mohmmed Yousef Naghi Motors (Nissan and Infiniti)
10.2023 - 09.2025
Complaints & CRM Manager
Mohammed Yousuf Naghi Motors Co. JLR
03.2014 - 09.2023
Sales Consultant
Abdulatif Jameel
03.2012 - 03.2014
Call Center Agent
Mobily
04.2011 - 03.2012
High School - Business & Mathematics
Jeddah Secondary School
Bachelors of Business & Marketing - E-commerce
Saudi Electronic University
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