Summary
Overview
Work History
Education
Certification
Timeline
Skills
Work Preference
SARI SHUKRI

SARI SHUKRI

Customer Care , Complaints Management , Call Centers , Customer Experience ,Telecommunications & Customer Satisfaction
Saudi Ariba

Summary

I am a success-driven management professional and executive leader with over 18 years of hands-on experience in driving performance and operational efficiency in diverse roles across the organizational hierarchy within the telecommunications industry. I combine expertise in technical program leadership with operational excellence, sharp business, and commercial understanding. I possess excellent communication and interpersonal relationship skills and therefore able to build and maintain a cordial professional relationship with customers, employees, and business stakeholders.

As an individual, my keen communication and interpersonal skills frequently facilitate the maintenance of strong collaborative relationships, engendering a leadership environment that is conducive to motivation, target attainment, and professional excellence.

Overview

20
20
years of professional experience
1
1
Certification

Work History

General Manager Customer Care

Mobily
Saudi Arabia
08.2021 - Current
  • Complaint Management & outbound
  • Manage 6 Direct reports ( section heads ) with 189 indirect reports
  • Units : Telesales/ Retention/ FTTH complaints / CST complaints/ FTTH services / Mobily pay operations/ fraud Management/root cause analysis/ content services
  • Ensure Complaints management planning, SLAs /OLAs achievements
  • Developed and successfully implemented the Complaints management and outbound strategy and plans resulting in 150M+ revenue and better SLAs
  • Developed & implemented a better working environment/operations to support Mobily to win 2 times CST Cx award.
  • Using proactive and reactive retention which result in high performance in terms of churn.
  • Develop all needed processes to handle Mobily pay operations ( this includes all operations such as complaint’s management system ).
  • Collaborated with cross-functional teams to develop innovative solutions.

Director Customer Care Complaint Management & MNP

Mobily
Saudi Arabia
06.2018 - 08.2021
  • Manage 3 Direct reports ( Heads ) with 117 indirect reports
  • Ensure Complaints management planning, SLAs /OLAs achievements
  • I developed and successfully implemented the Complaints management strategy and plans resulting in accurate reporting and SLAs /OLAs tracking systems
  • leading Mobily CST complaints team which result in high performance in terms of complaints reduction / CX
  • Oversee operations of Complaint Management / retention & MNP programs
  • Implementation of CITC Consumer Protection Regulations

Senior Executive Manager Customer Care

Mobily
Saudi Arabia
04.2013 - 05.2018
  • Improved long-term prospecting, strategy development and customer engagement.
  • Built and deepened relationships with internal and external personnel to enhance client retention and growth plans.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.

Outbound Management Manager

Mobily
05.2011 - 04.2013
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Defined clear targets and objectives and communicated to other team members.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Digital & Social Media Manager, Office & Complaints Supervisor

Mobily
Saudi Arabia
05.2011 - 11.2011
  • Oversee and coordinate activities of workers engaged in resolving customer problems and complaints concerning matters , reviewing customer complaint correspondence, notes and suggestions for action
  • Advises subordinates on handling difficult customer complaints, or may handle complaint personally
  • Follow up with customer to see complaint was satisfactorily resolved

Care Back Office & Complaints Supervisor

Mobily
Saudi Arabia
11.2008 - 03.2011
  • Organized operations, leading daily activities and controlling correspondence.
  • Completed special projects through planning, guidance and tracking metrics.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Kept high average of performance evaluations.

Center Team Leader

Mobily
Saudi Arabia
12.2006 - 10.2008
  • Manage large amounts of inbound & outbound calls
  • Follow communication “scripts” to handle different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to up-sell products when they arise
  • Build sustainable relationships & engage customers by taking extra mile.

Call Centre Representative

Mobily
Saudi Arabia
06.2005 - 06.2006
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.

Human Resource Office Manager

Saudi Airlines Catering
01.2004 - 01.2005

Education

Education Administration Programs

IESE Business School, Barcelona
09.2021 - 02.2022

BBA - Human Resources Management

University of Business & Technology, Saudi Arabia

Telecom Mini MBA -

Informa Telecom Academy, Saudi Arabia
04.2020 - 04.2020

Certification

Mobily Future Leadership Development Program - Certified Six Sigma: Green Belt - Certified

Timeline

IESE Business School - , Education Administration Programs
09.2021 - 02.2022
General Manager Customer Care - Mobily
08.2021 - Current
Informa Telecom Academy - Telecom Mini MBA ,
04.2020 - 04.2020
Director Customer Care Complaint Management & MNP - Mobily
06.2018 - 08.2021
Senior Executive Manager Customer Care - Mobily
04.2013 - 05.2018
Outbound Management Manager - Mobily
05.2011 - 04.2013
Digital & Social Media Manager, Office & Complaints Supervisor - Mobily
05.2011 - 11.2011
Care Back Office & Complaints Supervisor - Mobily
11.2008 - 03.2011
Center Team Leader - Mobily
12.2006 - 10.2008
Call Centre Representative - Mobily
06.2005 - 06.2006
Human Resource Office Manager - Saudi Airlines Catering
01.2004 - 01.2005
University of Business & Technology - BBA, Human Resources Management

Skills

  • Cross-Functional Team Management
  • Customer Service
  • Market Growth

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

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SARI SHUKRICustomer Care , Complaints Management , Call Centers , Customer Experience ,Telecommunications & Customer Satisfaction