Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Saleh Hassan Hakami

Riyadh

Summary

Successful Call center leader with proven personnel, operational and financial management. administrative leader experienced in business operations and team oversight. Looks for opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

23
23
years of professional experience

Work History

B2B Contact Center Director

Zain - KSA
Riyadh
11.2016 - Current
  • Manage and Responsible for B2B Contact Center including Call Center (Inbound, Outbound), Retention & Complaint management.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled high-volume telephone and email enquiries to minimize backlogs.
  • Key strategic and operational leadership for development.
    Responsible for Profit Centre/Cost Centre Budgets.
  • Work effectively with all peers and board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
  • Optimized customer service strategy to focus on priority customers

Customer Service Supervisor

Zain
Riyadh
03.2008 - 10.2016
  • Insure to resolve customer issues raised by front line or call center representative using strong interpersonal skills and conflict resolution techniques.
  • Monitor and review customer's complaints raised front line representatives.
  • Handling customer's complaints raised through CITC portal and resolve their issues.
  • Managed daily planning of daily Back office operations.
  • Trains new employees in customer service policies, procedures, and best practices.
  • Organizes the schedules and work of assigned staff.
  • Conducts performance evaluations that are timely and constructive.
  • Collecting data and preparing reports.

Customer Service Team Leader

Mobily - KSA
Riyadh
06.2005 - 03.2008
  • Monitoring the on floor call center agents, briefing agents on customers’ needs, promotions, quick problem solving, daily time tables and monthly schedules.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Monitoring call center activity to identify opportunities for improvement or resolve problems in real time.
  • Reviewing incoming calls to determine how best to respond to customer inquiries and complaints.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Improved productivity and customer service levels in collaboration with call center manager.

Operation Center Supervisor

Saudi Airlines,
Jeddah
06.1999 - 06.2005
  • Worked in Saudi Airlines World Holidays operation center as an Operation Supervisor.
  • Arranging Flights and Hotel reservations Inbound/Outbound denotations using SARS and Galileo-reservation-system .
  • Oversaw Tourism bookings using SARS and Galileo systems, through our operators world wide.
  • Responded to clients' questions, issues and complaints directly through hotlines or travel agency representatives.
  • Promoting seasonal travel offers and upsold additional tours and experiences for Inbound and outbound destinations .
  • Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
  • Supervise daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.

Education

Bachelor of Science - Computing & Informatics

Saudi Electronic University
Riyadh

Skills

Business operationsundefined

Languages

English, Arabic
Native language

Timeline

B2B Contact Center Director

Zain - KSA
11.2016 - Current

Customer Service Supervisor

Zain
03.2008 - 10.2016

Customer Service Team Leader

Mobily - KSA
06.2005 - 03.2008

Operation Center Supervisor

Saudi Airlines,
06.1999 - 06.2005

Bachelor of Science - Computing & Informatics

Saudi Electronic University

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Saleh Hassan Hakami