Summary
Overview
Work history
Education
Skills
Certification
Interests
Languages
Timeline
Generic

Sultan Al-wabili

Jeddah

Summary

I have more than 15 years of experience in customer service, specifically in call centers and customer centers. My focus is on helping companies achieve their goals. I have gained valuable skills, completed relevant training, and obtained certifications to improve my performance. I specialize in training employees on work systems and finding ways to make their work more efficient. My main objective is to support the company I work for and contribute to their success by helping them reach their goals.

Overview

19
19
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Customer Service Channels Supervisor

National Water Company
Jeddah, Mecca Region
09.2020 - Current
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Increased customer satisfaction from 60 to 94% within 18 months, providing a superior level of customer service by offering applicable product solutions or suitable alternatives.
  • Delivered feedback constructively to enhance staff performance.
  • Monitored business and process metrics to measure and manage customer service effectiveness.
  • Implemented customer complaint response strategies, providing rapid and effective follow up to ensure customer satisfaction.
  • Implemented personal development programmes to enhance staff capabilities and satisfaction.
  • Analyzed statistics and KPIs to identify potential service improvements.
  • Sought customer feedback and applied data to inform service-level improvements.
  • Reviewed processes and practices regularly to achieve business goals.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.

Branch Supervisor

National Water Company
Jeddah, Mecca Region
08.2015 - 09.2020
  • Improved long-term prospecting, strategy development and customer engagement by implementing successful growth strategies.
  • Enhanced operations and implemented technological innovations in collaboration with senior leadership.
  • Improved operations by implementing training and development sessions into employee schedules.
  • Worked with sales representatives to develop strong customer connections, promoting long-lasting relationships.
  • Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
  • Implemented automation strategies for office operations, correspondence management and recordkeeping.
  • Organized regular coaching and training exercises with staff to build motivation.
  • Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
  • Maintained detailed records of branch office activities.
  • Worked with director to set performance standards.

call center suprvisor

National Water Company
Jeddah, Mecca Region
12.2008 - 08.2015
  • Oversee and ensure adherence to policies regarding attendance and departure.
  • Respond to employee questions and inquiries, providing appropriate guidance and feedback
  • Handle incoming calls as necessary and provide support to the work team
  • Measure performance using key metrics such as call time, call waiting time, and call quality
  • Offer suggestions for improving procedures and consistently motivate employees
  • Regularly submit reports to management and promptly report any issues or concerns
  • Supervise recruitment procedures and assess competencies during the hiring process
  • Assist the department manager in setting goals for the work team
  • Process and prepare monthly and annual reports on performance and results

Customer Service Team Leader

Front Liners Company
Jeddah, Mecca Region
11.2005 - 12.2008
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Capitalised on upsell opportunities with new and potential customers.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Enhanced customer satisfaction ratings by managing client enquires through to resolution.
  • Managed total department call volume of 400 per day.
  • Promptly responded to inquiries and requests from prospective customers.
  • Managed workflow to continuously exceed quality service goals.

Customer Service Agent

Alhajer Real Estate Company
Jeddah, Mecca Region
11.2004 - 11.2005
  • Acted as first point of contact for customer issues and queries.
  • Registered and updated accurate customer information on database.
  • Established positive relationships with clients by going extra mile to build rapport.
  • Collaborated well with other customer agents to deliver consistent service across various platforms.
  • Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
  • Exceeded targets with strong rapport building and product knowledge.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Addressed and resolved customer complaints in line with company guidelines and within target timeframes.

Education

Master of Public Administration - organization and development of administrative

King Abdul-Aziz University
jeddah
08.2010 - 08.2015

Skills

  • Leadership
  • Communication
  • Self-motivation
  • Decision Making
  • Adaptability
  • Management and organization of team work
  • Customer Service Skills
  • Advanced Training employees
  • Customer Relation Managment

Certification

International Customer Service Standard

Effective Leadership

Communication and Planning i

Train the Trainer Within a training program

Tele - Service Skills Within a training program

Seven Basic Tools of quality training program

Award Letters in: September 2007, 2009, 2010, 2011 , 2012.

Interests

Hobbies and interests , Travel, Sea activities, cultural activities.

Languages

Arabic
Native
English
Upper intermediate

Timeline

Customer Service Channels Supervisor

National Water Company
09.2020 - Current

Branch Supervisor

National Water Company
08.2015 - 09.2020

Master of Public Administration - organization and development of administrative

King Abdul-Aziz University
08.2010 - 08.2015

call center suprvisor

National Water Company
12.2008 - 08.2015

Customer Service Team Leader

Front Liners Company
11.2005 - 12.2008

Customer Service Agent

Alhajer Real Estate Company
11.2004 - 11.2005

Similar Profiles

Create profile
Sultan Al-wabili