Saad Al Kannad

• Design and recommend inspection programs and sets short- and long-term inspection strategies.
  
• Plan, monitor and oversee in the day-to-day running of PTV operations to ensure smooth progress.
  
• Raising the level of the quality of the public transport services in the Kingdom.
• Supervise staff from different departments and provide constructive feedback.
  
• Manage relationships/agreements with external partners/vendors.
• Evaluate overall performance by gathering, analyzing and interpreting data & metrics.
• Ensure the service providers run with legality and conformity to established regulation.
• Oversee customer complaint & feedback to enhance customer satisfaction.
• Evaluate overall performance by gathering, analyzing and interpreting data & metrics.
• Revise and/or formulate policies and promote their implementation.

• Managed and directed a sales Team of 6 Account Managers to achieve sales to government agencies in the Central Region.
• Designed and recommends sales programs and sets short- and long-term sales strategies. 
• Evaluated and implemented appropriate new sales techniques to increase the department's sales volume. 
• Recommended products and services enhancements to improve customer satisfaction and sales potential. 
• Ensured projects are completed on time and within budget. 
• Managed subordinate staff in the day-to-day performance of their jobs. 
• Ensured that project goals are met and adhering to approved budgets. 

• Collaborated in development and implementation of Customer Experience Strategy and Road map in alignment with organizational objectives.
• Spearheaded a team of +36 sales representatives by building enthusiasm, adapting feedback and implementing solutions that ensure we exceed our goals.
• Actively monitored key performance metrics of sales team, identified challenges, and created new solutions utilizing proven problem-solving techniques.
• Oversaw branch operations including directing staff, interacting with customers, maintaining inventories, training new employees, conducting meetings, and assigning tasks.
• Inspired team performance daily using proven behavioral-based coaching, motivation, and management methodologies.
• Promoted and delivered high level service, managed sales and customer portfolio, and maintained customer-friendly policies.

Key achievements:

• Restructured, redeveloped, and administered two financially impaired business branches, boosted up sales, attracted new customers, and became the significant and largest branches in the Kingdom.
• Participated with senior management in re-branding the two largest branches in the Kingdom.
• Achieved and increased customer satisfaction rates up to 97%.
• Consistently exceeded sales targets each year by at least 15%.

As Customer Relations Manager my primary responsibility was to drive sales and customer satisfaction in the central region through constant interaction with prospective and existing customers. Customer acquisition, retention and satisfaction with the company were all integral parts of my success.

• Managed, hired, and trained a team of 25 Customer Service Representatives to ensure proper administration and effective.
• Directed the daily operations of the customer service team. handled complex and escalated customer service issues.
• Collaborated with marketing, sales, and quality departments to analyze customer feedback to improve processes and products, coached team on resolving customer situations.
• Provided leadership and support to the Management Team's efforts to ensure customer satisfaction through ongoing analysis and reporting of sales data and relevant customer issues.
• Managed the company Customer Service Inbox and responded to customer requests and questions on company website
• Communicated and implemented Customer Care standards and expectations and liaised with company management to support and implement growth strategies.
• Improved Customer Care quality and efficiency through strategically identifying trends with generating reports.

• Developed and implement customer service policies and procedures.

• Achieved customer satisfaction rates up to 93.85%.