Omar Marzooq Al-Otaibi

• - Led region violation processing operations with a strong focus on quality assurance, efficiency, and strategic alignment.
• - Enhanced processing quality through structured workflows and performance monitoring.
• - Reduced objection rates by improving compliance and real-time validation.
• - Achieved 100% of operational KPIs by fostering a high-performance culture.
• - Redesigned the operational plan to optimize resources and streamline case handling.
• - Contributed to national compliance and traffic safety outcomes through smarter processing.
• - Developed and documented procedural manuals and business continuity plans to ensure operational resilience and knowledge transfer.

• Led the operational strategy for the Water Friends Center (WFC), improving customer service and automation.
• Spearheaded customer journey mapping and future-state design initiatives.
• Increased First Contact Resolution (FCR) rate and improved customer satisfaction to over 80%.
• Defined and tracked KPIs to drive service excellence and operational efficiency.
• Established SLA frameworks and escalation matrices to accelerate resolution.
• Collaborated with IT and CX teams to deploy integrated smart tools.
• Enhanced complaint handling quality and cluster performance monitoring.
• Created and maintained process documentation and business continuity frameworks.
• Achieved strategic objectives by aligning vendor capabilities with company goals.

• Managed FTTH customer care operations, achieving over 85% customer satisfaction and SLA compliance.
• Developed and implemented customer experience strategies based on analytics and customer feedback.
• Supervised and coached call center teams, resulting in a 20% improvement in key performance indicators.
• Monitored daily operations, reviewed service metrics, and presented reports to senior management.
• Collaborated with product, technical, and finance teams to support new service rollouts.
• Led quality assurance programs including internal audits and customer satisfaction surveys.
• Resolved recurring service issues and streamlined customer support processes.

Previous Roles – Mobily, Dammam 2006 – 2014

• Progressed from frontline representative to supervisor, supporting customer service and team management.
• Oversaw SLA compliance and coached agents on service quality and communication.
• Handled customer escalations and coordinated with internal teams to ensure timely resolutions.
• Contributed to the rollout of digital self-service support tools and enhanced workflow efficiency.