MESHAL MOHAMAD

• Create and implement operational strategy, sourcing equipment as well as managing other aspects of the call center’s daily operation.
• Monitor random calls to assess and improve the quality of staff performance.
• Handle and resolve complex customer complaints.
• Set and meet performance targets as well as carrying out periodic appraisals.
• Track user feedback, key performance indices and other statistics.
• Prepare reports and make presentations to senior management and other stakeholders.
• Communicate the company’s goals so that all employees understand their role.
• Implemented research findings and client feedback to improve programme material and delivery.
• Analyzed training requirements at individual, team and organization level.
• Developed and implemented quality assurance improvements, enhancing processes and operations.
• Inspected set sample of products for defects, ensuring compliance with design standards.
• Performed root cause analysis on non-compliant parts, enabling timely remedy.
• Calibrated tools and equipment to meet safety and performance requirements.
• Liaised with stakeholders to verify technology alignment, recommending solutions against project specifications.
• Mapped current business and operational processes and offered recommendations for improvement.
• Ensure end to end process standardization and improvement, reviewing, documenting and where possible aligning best practice locally, regionally and globally
• Special Projects :

Process evaluation ( Internally/Extremely)

• Setting clear and measurable KPIs that are aligned with the firm’s strategy and culture ensures that partner contribution and performance can be assessed against the firm’s behavioral, financial and prepare partner's budget of 50M.SAR
• Drive continuous improvement and ensure scalability of processes to support efficient business growth.
• Ensure our operational model is fit for purpose to support the customer offering throughout lines of businesses
• Work with relevant stakeholders to ensure that processes are understood and adhered to.
• Implemented personal development programmers to enhance staff capabilities and satisfaction.
• Analyzed statistics and KPIs to identify potential service improvements.

Customer Experience/Social media channels.

• Investigated customer queries and responded within defined SLAs.
• Responding to customer queries in a timely and effective manner,
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Collaborating with other teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities
• Tracked and interpreted social media engagement, reporting key statistics and insights to enable targeted campaigns.
• Scheduled social media posts and promptly responded to customer messages.
• Drove customer retention, building engaging relationships through every interaction.
• Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
• Managed workflow to continuously exceed quality service goals.

• Riyadh •Implemented new team on boarding programmer, reducing training time from 4 weeks to 2.
• Developed new process for employee evaluation which resulted in marked performance improvements.
• Created testing and evaluation procedures.
• Effectively trained instructors and supervisors on techniques for managing employees.
• Delivered instruction across various topics, integrating audio-visual presentations and training materials.
• Collaborated with production teams to meet performance and productivity targets.
• Assessed functionality and performance of manufacturing parts and materials.

• Thuraya Telecommunication- Mobile satellite services － Riyadh -
• Manage a portfolio of accounts to achieve long-term success
• Develop positive relationships with clients
• Act as the point of contact and handle customers' individual needs
• Generate new business using existing and potential customer networks
• Resolve conflicts and provide solutions to customers in a timely manner
• Supervise account representatives to ensure sales increase ACCOMPLISHMENTS •Complex problem resolution.
• Proactively contacted clients to secure contract renewals.
• Analysed processes previously used to send products to customers and uncovered a more efficient method that was positively received by all involved parties.