ROBIN KOCHUTHUNDIL SAM
Buraydah,Saudi Arabia
Summary
Accomplished professional with expertise in leadership, KPI management, and business strategy development. Proven ability in target setting, task delegation, and team management. Skilled in customer complaint resolution and enhancing customer relations. Strong communication skills and a track record in quality assurance drive organizational success through strategic planning and effective team leadership.
Overview
17
17
years of professional experience
Work history
Service Center Supervisor
SMSA Express Transportation Co. Ltd
Buraydah, Saudi Arabia
2016.10 - Current
- Monitored staff performance to keep customer support friendly and responsive.
- Successfully delivered on tasks within tight deadlines.
- Supported team by demonstrating respect and willingness to help.
- Reviewed customer reviews to spot service issues and process flaws quickly.
- Scheduled team meetings to delegate tasks, set targets, and confirm priorities.
- Followed up on complaints and requests to maintain high customer service.
- Answered customer queries, resolved complaints, and solved issues promptly.
- Developed business strategies to improve customer service, growth, and sales.
- Analysed staff performance and checked customer reviews for service quality.
- Set clear service benchmarks to sustain productivity and quality objectives.
- Provided extra training for inefficient, underachieving staff to improve operations.
- Prepared staff schedules using contracted hours, budgets, and busy periods.
- Monitored employee feedback and customer reviews to improve processes and procedures.
- Managed over 1000 shipments track per day.
Contact Centre Agent
SMSA Express Transportation Co. Ltd.
Riyadh
2014.08 - 2016.09
- Learned products through regular learning sessions to support customer advice.
- Handled sensitive information and kept confidentiality to maintain customer trust.
- Followed company policies strictly when working with customer data.
- Escalated unresolved issues to speed up customer resolution.
- Resolved complex customer queries to improve service quality daily.
- Managed high volume calls to maintain customer satisfaction.
- Worked extra hours during peak times to keep business continuity running.
- Shared accurate product information to increase client trust and confidence.
- Addressed complaints promptly to enhance customer satisfaction outcomes.
- Provided technical support to customer issues and demonstrated problem-solving skills.
- Delivered attentive service to create positive customer experiences.
- Resolved queries on first call to reduce repeat contact needs.
- Managed and escalated complaints effectively for positive customer outcomes.
- Managed over 200 customer calls per day.
Retail Sales Executive
FedEx
Buraydah, Saudi Arabia
2009.07 - 2012.12
- Used upselling techniques to reach sales targets consistently.
- Handled customer complaints with empathy to improve brand perception.
- Processed sales transactions quickly to enhance overall customer experience.
- Provided accurate product knowledge and advice to raise customer satisfaction.
- Completed cash handling duties accurately to maintain correct till balances.
- Kept store appearance to high standards to create welcoming environment.
- Handling over 150 shipments per day.
- Built strong customer relationships to strengthen loyalty over time.
- Worked flexible shifts, including weekends and holidays, to support business needs.
- Assisted with inventory management to control stock levels effectively.
Education
Diploma - Instrumentation technician Instrumentation
NCVT
ChenganasherrySkills
- Effective leadership
- KPI management
- Business strategy development
- Target setting and monitoring
- Delegating tasks
- Team management
- Customer complaint management
- Customer relations
- Communication skills
- Leadership
- Quality Assurance
Languages
Languages
English
Fluent
Arabic
Upper intermediate
Hindi
Fluent
Malayalam
Native
Affiliations
- Aqua scaping
- Reading
Timeline
Service Center Supervisor
SMSA Express Transportation Co. Ltd
2016.10 - Current
Contact Centre Agent
SMSA Express Transportation Co. Ltd.
2014.08 - 2016.09
Retail Sales Executive
FedEx
2009.07 - 2012.12
Diploma - Instrumentation technician Instrumentation
NCVT