Mohammed Al-Refai

Experience

• 

  Extensya

  Mar 2015 - Mar 2020

  • Managing account KPI’s as part of the operation team .• Handles the learning and development of an organization’s workforce• Develop and conduct Client business and systems training programs• Identify appropriate training methods for target audience• Design & conduct special development programs that focus on enhancing specific skills• Supervising and monitoring progress made via training programs.• Preparing tools and training solutions to address any gaps in knowledge, competency, and skills.• Conduct assessment exercises and prepare action plane based on the result analysis.• Content creator Show less Project: Inbound/Outbound Customer Service, Telecom & Service Provider/Entertainment in MENA region/VOD •Managed process and skills training for a key Logistics/telecom account with Voice and back-office operations. •Built a training life cycle framework which brought transparency and standardization across LOB’s and established trust with the client•Collaborated with external vendors to assist with domain certification for staff and supervisors. •Facilitated and led multiple improvement projects (internal + client driven) Training content management•Determine training audience and their knowledge and skills training needs Develop and conduct training evaluations Show less Inbound Customer Service – Leading Logistics Provider (Middle East)Responsibilities: • Provide customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies• Provide personalized customer service of the highest level with a pleasant and friendly manner• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands• Makes decisions within monetary grant of authority to resolve customers’ issues and complaints• Ensure that all individual targets and KPI’s (Key Performance Indicators) are consistently met or exceeded, and understanding the relevance and impact of those factors on the team’s overall performance Show less

  • Training And Development senior Officer

    Nov 2018 - Mar 2020

  • Training And Development Officer

    Feb 2016 - Nov 2018

  • Acting team leader - Leading Logistics Provider (Middle East)

    Aug 2015 - Feb 2016

  • Customer Service Representative

    Mar 2015 - Aug 2015
• 

  Webhelp

  Jul 2020 - Aug 2021

  Team manager

  •Ensures the quality-of-service delivery by Moderators and performs the necessary quality management checks that meet targets•Ensures that all KPIs are attained to manage the team performance•Compiles weekly and monthly management reports for all team members•Maintain proper behavior, discipline, and punctuality on the floor•Apply and fulfil company’s policies and procedures•Identifies and reviews expected service levels and quality goals•Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job•Build solid productive relationships with all levels of leadership and support teams•Provide timely feedback to the management team on trends, issues and needs•Ensure adherence to Webhelp general guidelines, and project an image of professionalism and dependability•Set performance objectives/ goals for staff, follow up on implementation and reporting progress on achievement Show less

• 

  Concentrix

  Aug 2021 - now

  •Manage day-to-day operations of a team of team managers and Associates including logistics, resource/equipment planning, staffing, quality control, and reporting•Oversee the hiring & training of new team members and support their development•Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis•Collect, track, & present metrics related to processes, team accuracy and efficiency, and drive improvements in efficiency, and cost across the organization•Partner with the Knowledge Management, Capacity and Workforce Planning to prioritize and manage regular operational workflows as well as associated training needs•Communicate effectively with other operations and/or program managers at other sites regarding risks, mitigation strategies, and success of project SLAs•Utilize strategic thinking to plan/develop team and site growth to support data delivery•Ability to lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues•Responds in a timely, accurate, professional, and differentiated way to client questions, concerns, and suggestions•Ensure adherence to company general guidelines, and project an image of professionalism and dependability•Set performance objectives/goals for staff and follow up on implementation reporting follow up and progress on achievement Show less

  • Sr.operations manager

    Jun 2024 - now

  • Operations Manager

    Aug 2021 - Jun 2024