Experience

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  Alsalam aerospace industries

  Feb 2016 - Oct 2016

  Executive secretary

  Training program - executive secretary training program

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  Alkifah holding الكفاح القابضة

  Jan 2017 - Dec 2017

  Personnel coordinator
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  Etisal

  Jan 2018 - Dec 2019

  Ministry of tourism project• Participated in the launch of the tourist visa.• Provided training sessions on the tourist visa for the tourism contact center agents• Participated in Altaif season • Complaints officer In Eid alfetr Season 2019• Feeding and adjusting the Chatbot of the VisitSaudi website• Participated in building the content of Visit Saudi website Lebara telecommunications company • Customer service agent. Handling Inbound - outbound calls.• Social media Agent. Handling twitter - Customer service Email• Second line support. Handling CITC complaints.Changing customer bundles. Live test with customers to ensure that their issues have been resolved.

  • Call Center Agent

    Feb 2019 - Dec 2019

  • Call Center Agent

    Jan 2018 - Feb 2019
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  Ccc by stc

  Dec 2019 - Jun 2021

  Quality assistant - Saudi tourism authority projectEnsure that the team are meeting the predetermined KPIs by:• Evaluating interactions as per COPC standards through the following channels: Inbound & outbound calls Live chat.Twitter.Facebook.Instagram.WhatsApp.Website ticketsVoice of customer survey • Evaluating agents escalation accuracy. • Evaluating supervisors interactions• Providing daily coaching sessions on most common defects. • Providing root cause analysis “ incidents, FCR, C-cat, High AHT, short calls, random audit” • Providing feedback to agents and operation leaders in a reasonable, positive manner• Defining behaviors that are important to the business• Tracking agents improvements.• Paying attention to the low performing agents Supporting and coaching them to work efficiently • Conducting mystery calls to find out rooms of improvement. • Providing weekly reports for the quality results of the lower performers.• Providing weekly report for the overall quality results • Providing MTD report to the client• Conducting calibration sessions to make sure that operation, traning, client and quality are in the same page. Show less

  • Call center quality assistant

    Aug 2020 - Jun 2021

  • Call Center Agent

    Dec 2019 - Aug 2020
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  Etisal

  Jun 2021 - Dec 2022

  Cx operations senior supervisor

  Managed the below projects from the kickoff:1- Ministry of sport.2- The national center for palms and dates.3- Saudi exim bank.4- True profile.5- Saudi post ( SPL - telesales ).6- Redbull Mobile telecommunications company.•Managing Inbound/Outbound/Social media/Back-office/telesales. •Built the knowledge base from the scratch for the above projects.•Building the CRM call logs and the Ticket tree for the above projects.•Building the CRM ticket tree as per the CITC rules for the integration •Building the IVR tree for the above projects•Implemented IVR self services Show less

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  Interactive smart communications (isc)

  Dec 2022 - Sept 2023

  Operation shift manager

  MVNO | Salam mobile Managing inbound, outbound, social media, back office.

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  Majorel-netherlands

  Sept 2023 - now

  Operations manager