Suleiman A. Al-Ghofaili
Riyadh,966
Summary
Enthusiastic COPC Certified professional with over 10 years of working experience in Customer Experience Management. Streamlines processes and enhances team performance to achieve organizational goals. Utilizes strategic planning and cross-functional leadership to deliver consistent results.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager
E& Enterprise
Riyadh, Saudi Arabia
05.2024 - Current
- Monitor Queue performance, service levels, and metrics to meet client expectations \ Opreational targets
- Prepare and analyze KPIs reports to identify trends and areas for improvement.
- Resolve operational challenges proactively to minimise disruption.
- Provide coaching, mentoring, and performance feedback to enhance team productivity.
- Conduct regular quality assessments of interactions to ensure compliance with standards and policies.
- Implement corrective action plans for underperformance.
- Present findings to senior management, and recommend actions for improvement.
- Facilitate training sessions for new hires, and ongoing training for existing staff.
- Identify skill gaps and recommend training programs to enhance team capabilities.
- Ensure that client feedback is communicated to the team for continuous improvement.
- Supervise and lead a team of agents during assigned shifts.
- Ensure adherence to company policies, procedures, and regulatory requirements. Promote a culture of compliance and ethics.
Operations Supervisor
Contact Center Company by STC
Riyadh, Saudi Arabia
10.2021 - 04.2024
- Lead, motivate, and manage a team of call center agents.
Conduct regular team meetings to communicate goals, updates, and feedback - Conduct quality assessments on calls and interactions to ensure adherence to company standards.
- Provide constructive feedback and develop action plans for improvement
- Serve as a liaison between upper management and the team.
- Communicate organizational goals, policies, and procedures clearly to the team.
Key Account / Relationship Manager
Bayt.com
Khobar, Saudi Arabia
04.2013 - 04.2014
- Establish strong client relationships by providing exceptional customer service.
- Developed new business opportunities for enhanced revenue generation.
- Achieved high customer satisfaction with regular follow-ups and updates.
- Managed complex client portfolios to maintain profitable relations.
- Maintained comprehensive knowledge of market trends, predicted future patterns effectively.
Customer care supervisor
Universal Moto Agencies | GM Dealer
Dhahran, Saudi Arabia
09.2009 - 03.2013
Customer Relation Representative
Al-Jomaih Automotive Company | GM Dealer
Dammam, Saudi Arabia
02.2008 - 09.2009
Education
Diploma - Marketing
Institute of Public Administration
Dammam, Eastern Province 04.2001 -
Bachelor of Business Administration - System Tracks
Arab Open University
Riyadh, Riyadh Region 04.2001 -
Skills
- Performance metrics analysis
- Communication skills
- Team building
- Quality Assurance
- Leadership
- Customer relationship management
- Operations management
Certification
- COPC | High-Performance Management Techniques Training by COPC
- STC Excellence Supervisor Course by STC
- Root Cause Analysis by HRSD
- Developing and Implementing and Outward Mindset by Arbinger Institute
- Marketing Communication and Media Planning Workshop by Meirc
Languages
English
Fluent
Timeline
Operations Manager
E& Enterprise
05.2024 - Current
Operations Supervisor
Contact Center Company by STC
10.2021 - 04.2024
Key Account / Relationship Manager
Bayt.com
04.2013 - 04.2014
Customer care supervisor
Universal Moto Agencies | GM Dealer
09.2009 - 03.2013
Customer Relation Representative
Al-Jomaih Automotive Company | GM Dealer
02.2008 - 09.2009
Diploma - Marketing
Institute of Public Administration
04.2001 -
Bachelor of Business Administration - System Tracks
Arab Open University
04.2001 -
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