Summary
Overview
Work history
Education
Skills
Websites
Personal Information
Timeline
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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 Region

High 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

Websites

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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Morhaf Jalal