Ro'aa Sab'aallil
Mecca, ,Saudi Arabia
Summary
Resourceful Manager with proven success in operations coordination. Effective leader dedicated to streamlining operations and reducing costs. Committed to maintaining quality and promoting efficiency. Skilled in creating positive workplace culture and high-performing teams. Demonstrated expertise in projects, competitive offerings, and market positioning.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Customer satisfaction & Marketing Manager
ITHRAA ALDIYAFA HOLDING
Mecca, Saudi Arabia
04.2025 - 07.2025
- Supported the establishment and operational launch of the Pilgrims Satisfaction Department in alignment with Ministry of Hajj & Umrah standards for Ithraa AlJood and Ithraa AlKhair company.
- Supervised daily field and call center teams across Ithraa AlJood and Ithraa AlKhair subsidiaries to monitor service quality and resolve complaints.
- Coordinated feedback collection and reporting across all Hajj phases: arrival, accommodation, services at holy sites, and departure.
- Conducted data analysis of satisfaction surveys for 5% of 200000 pilgrims among Ithraa AlJood and Ithraa AlKhair and formulated improvement
- recommendations based on recurring issues and feedback trends.
- Increased customer satisfaction by resolving issues.
- Applied positive customer service approach to increase satisfaction levels.
- Liaised with internal departments and service providers to ensure responsive actions to pilgrims’ needs and ministry directives.
- Contributed to development of reports submitted to executive management and government entities.
- Enhanced brand awareness by devising creative promotional activities.
- Managed social media campaigns to increase online presence.
- Delegated tasks effectively, ensuring productivity within the team.
- Led team to drive customer engagement and loyalty.
- Developed strategy for social media marketing with cohesive messaging across multiple platforms.
Ministry of Hajj and Umrah
KABI
Mecca
05.2024 - 06.2024
- Participating in preparing and training workforce for 2024 Hajj season.
- Delivered effective training sessions to improve overall operational efficiency.
- Evaluated existing training methods for increased effectiveness in future sessions.
- Introduced new learning technologies to make training delivery more efficient.
- Managed and coordinated 40 training events per Month, receiving 98% positive attendee feedback.
CRM and Customer Care Manager
Modern bus Company(Makkah Bus Project)
Mecca, Saudi Arabia
02.2023 - Current
- Managed customer interactions and complaints.
- Oversaw 80+ agents.
- Planned and communicated daily operations.
- Supervised sales for revenue and satisfaction.
- Developed CRM training materials.
- Maintained complaints database.
- Increased productivity through planning.
- Achieved order processing targets.
- Ensured workplace safety.
- Focused on customer retention.
- Managed staff roster and workload.
- Maintained policy compliance.
- Resolved complex inquiries.
- Designed engagement materials.
Operation Supervisor
Modern Bus Company
Mecca, Saudi Arabia
08.2022 - 02.2023
- Optimized workflows and ensured safety compliance.
- Resolved complaints and managed KPIs.
- Monitored routes and prevented incidents.
- Oversaw transportation and managed payroll.
- Established SOPs and analyzed reports.
- Coordinated departments and maintained vehicle safety.
- Investigated accidents and scheduled staff.
- Supervised personnel and planned projects.
Control Dispatch Center Trainer (CDC Trainer)
Modern Bus Company (Makkah Bus Project)
Mecca, Saudi Arabia
09.2021 - 08.2022
- Established training department.
- Trained 900+ drivers.
- Prepared project procedures.
- Conducted training sessions.
- Created monthly plans.
- Managed database and schedules.
- Implemented diverse methods.
- Recruited and trained team.
- Monitored progress and introduced tools.
- Developed data-driven courses.
- Recorded remote learning videos.
- Delivered equipment presentations.
- Standardized training.
Travel Center Supervisor
Renfe Operadora (Haramin high speed railway)
Mecca, Saudi Arabia
04.2018 - 09.2021
- Introduced engagement and diversity programs.
- Implemented reporting tool.
- Supervised ticket department and income management.
- Trained consultants to reduce reservation time.
- Customized travel policies.
- Managed trade shows.
- Resolved complex complaints.
- Enhanced customer satisfaction.
Trainer
Renfe Operadora (Haramain Hight Speed Railway)
Mecca, Saudi Arabia
04.2018 - 09.2021
- Prepared training materials and mentored new hires.
- Trained 200+ operators.
- Monitored progress and recommended training.
- Conducted remote sessions and seminars.
- Reviewed curriculum metrics.
- Coordinated sessions and assessments.
- Conducted interviews and evaluations.
- Developed manuals and conducted courses.
Education
Project Management Professional - PMP
Project Management Institute
Jeddah 09.2024 - 09.2024
Diploma - English Language
CALPOLY Pomona Institute
California, USA 01.2015 - 06.2016
Bachelor of Media & Mass Communication, - Public Relation
Umm Al Qura University
Mecca 09.2009 - 05.2013
Skills
- Sales and marketing
- Digital marketing
- Data analysis
- Training & development
- CRM software expertise
- Online training experience
- Strategic planning
- Business Planning & Development
- Negotiation
- Staff Management
- Team Building
- Report generation
- Quality Control
- High-value project management
Certification
- Fundamental of Digital Marketing
- (TOT) Training Of Trainee
- Project Management Foundation
- Executive Presence: Tips for Women
- Data Analytics: Graphic analytics
- Business analysis from data to decision-making
- Customer Service: Working in a Customer Contact Center
- Artificial Intelligence Foundations: Thinking Machines
- Managing Customer Contact Center
- Generative AI for Digital Marketers
- Learning VBA in Excel (2019)
- Emergency Management & Security Evacuation
- Fire Extinguisher Training
- Effective Communication (Disc)
- Basic First Aid & CPR
- AFC system (INDRA)
- SRO Sales system
- Station Staff Specialization Training
- Commercial operator
- Commercial Operator On Board Training
- Critical Thinking Misk Skills
- Data analysis Misk Skills
- Effective communication Misk Skills
- Emotional intelligence Misk Skills
- Financial analysis Misk Skills
- Productivity and time management Misk Skills
- Crisis Communication Planning After A Ransomware or Other Cybersecurity Attack.
- Executive Leadership
- Emotional Intelligence for Project Managers(Blinkist Summary)
- Developing Business Partnerships
- Negotiation Foundation
- PMP (Project Management Professional) Exam Preparation
Languages
English
Native
Software
- Professional user in Microsoft Office Excel
- Specialties in Adobe Photoshop
- Specialties in Hastus
- Specialties in CAD, AVL
- Specialties in VOIP system
- Specialties in Oracle
- Specialties in AFC system (INDRA)
- Specialties in AFC system SRO
- Specialties in Online applications
- Specialties in TVM's
- Specialties in intiligeis - CRM
Timeline
Customer satisfaction & Marketing Manager
ITHRAA ALDIYAFA HOLDING
04.2025 - 07.2025
Project Management Professional - PMP
Project Management Institute
09.2024 - 09.2024
Ministry of Hajj and Umrah
KABI
05.2024 - 06.2024
CRM and Customer Care Manager
Modern bus Company(Makkah Bus Project)
02.2023 - Current
Operation Supervisor
Modern Bus Company
08.2022 - 02.2023
Control Dispatch Center Trainer (CDC Trainer)
Modern Bus Company (Makkah Bus Project)
09.2021 - 08.2022
Travel Center Supervisor
Renfe Operadora (Haramin high speed railway)
04.2018 - 09.2021
Trainer
Renfe Operadora (Haramain Hight Speed Railway)
04.2018 - 09.2021
Diploma - English Language
CALPOLY Pomona Institute
01.2015 - 06.2016
Bachelor of Media & Mass Communication, - Public Relation
Umm Al Qura University
09.2009 - 05.2013
Similar Profiles
Jacob AbrahamJacob Abraham
Logistics & Acting Purchasing Officer at Fekra Holding Co. / HM International Holding Co.Logistics & Acting Purchasing Officer at Fekra Holding Co. / HM International Holding Co.
Khaled AhmedKhaled Ahmed
EGYPT CFO & COO at Thiqqa Holding - YAS Holding SubsidiaryEGYPT CFO & COO at Thiqqa Holding - YAS Holding Subsidiary
MOHAMED QASASMOHAMED QASAS
Functional Manager at MERAAS Holding/Dubai Holding Asset ManagementFunctional Manager at MERAAS Holding/Dubai Holding Asset Management
Wahaj MehdiWahaj Mehdi
Assistant Manager Construction at Red Sea GlobalAssistant Manager Construction at Red Sea Global
Shijin MannantavidaShijin Mannantavida
Senior floor manager at Al Mas Family Restaurant - Multi CuisineSenior floor manager at Al Mas Family Restaurant - Multi Cuisine