Tahani Alruqi
Jeddah,Saudi Arabia
Summary
Customer Experience leader dedicated to designing seamless, human-centered journeys that enhance satisfaction and deliver measurable outcomes. Expertise in aligning customer needs with process improvements to boost retention, efficiency, and ROI. Collaborates with commercial and operational teams to create experiences that strengthen relationships and elevate performance.
Overview
7
7
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification
Work history
Customer Experience Manager
Q Saudi Trading Co.
Jeddah, Saudi Arabia
2025.10 - 2025.11
- Lead the company-wide CX strategy, elevating service quality and end-to-end customer journeys.
- Build feedback systems and process improvements to resolve pain points and strengthen satisfaction.
- Align CX with commercial teams to support retention, growth, and client relationship management.
- Standardize communication flows and customer handling across all departments.
CX and Commercial Executive
Red Sea Gateway Terminal
Jeddah, Saudi Arabia
2023.10 - 2025.10
- Drove customer journey enhancements to improve satisfaction, loyalty, and service performance.
- Conducted market and competitor analysis to support commercial positioning and decision-making.
- Managed strategic accounts, delivering insights, proposals, and business reviews to support growth.
- Built data-driven reports and dashboards to improve forecasting, visibility, and operational alignment.
- Conducted in-depth process analysis to align operational performance with business objectives, identifying opportunities for continuous improvement.
Implemented customer journey enhancements, refining touchpoints to elevate service quality and client satisfaction.
Led initiatives to improve communication channels, ensuring seamless coordination between teams and enhancing response times.
Customer Experience Supervisor
Al Borg Diagnostics
Jeddah, Saudi Arabia
01.2023 - 10.2023
- Designed and implemented standardized customer experience processes, collaborating with cross-functional stakeholders to ensure service consistency across all touchpoints.
- Conducted root cause analysis of service failures using criticality indices and frequency metrics, implementing corrective actions to improve service quality.
- Engaged with key stakeholders to drive process improvements, reduce service delays, and enhance overall patient satisfaction.
- Launched a voice-of-the-customer initiative to gather real-time feedback and convert insights into actionable service improvements.
Contact Center Supervisor
Al Borg Diagnostics
Jeddah, Saudi Arabia
06.2022 - 01.2023
- Monitored team performance metrics, identifying trends and implementing strategic improvements to enhance customer service delivery.
- Utilized customer interaction data to provide insights that support marketing initiatives, optimizing promotional efforts and lead conversion strategies.
Contact Center Team Leader
Al Borg Diagnostics
Jeddah, Saudi Arabia
02.2019 - 06.2022
- Monitored daily team performance, providing real-time feedback and coaching to enhance service delivery and operational efficiency.
- Implemented best practices for customer engagement, ensuring consistency in communication and problem resolution.
Education
Bachelor’s Degree - English Linguistics and Literature
King Abdulaziz University
Jeddah, Mecca RegionSkills
- Business Case Development
- Business Growth Strategies
- Journey Mapping
- Market Research
- Strategic Planning
- Operational Reporting
- Data Analytics
- Problem-Solving
Certification
- Professional Certificate in Customer Experience (CXAC) | The CX Academy
- Transforming Customer Experience | Harvard Business School
- Power BI for Business Intelligence | Udemy
- McKinsey’s Forward Program | McKinsey & Company
- Technology Entrepreneurship: Lab to Market | HarvardX
LANGUAGES
Arabic: Native
English: Advanced
Accomplishments
- Played a key role in the successful establishment of RSGT’s Multipurpose Terminal (MPT) business, supporting the planning, department setup, handover processes, customer forecasting, and contributing to the signing of four new concession agreements with Mawani to operate terminals on the western coast.
- Optimized the A3 Project data recording process, reducing processing time by 73.3%, minimizing errors, and cutting costs through improved efficiency.
- Contributed significantly to a major company achievement, exceeding the monthly performance target by 24%.
- Implemented customer experience initiatives, leading to a 15% increase in overall customer satisfaction ratings in less than one year.
- Led the successful deployment of a new call center software system, improving agent productivity, lowering the call abandonment rate, and enhancing customer interactions.
Timeline
Customer Experience Manager
Q Saudi Trading Co.
2025.10 - 2025.11
CX and Commercial Executive
Red Sea Gateway Terminal
2023.10 - 2025.10
Customer Experience Supervisor
Al Borg Diagnostics
01.2023 - 10.2023
Contact Center Supervisor
Al Borg Diagnostics
06.2022 - 01.2023
Contact Center Team Leader
Al Borg Diagnostics
02.2019 - 06.2022
Bachelor’s Degree - English Linguistics and Literature
King Abdulaziz University