Mohammed Abdul Kareem

Experience

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  Topplanet Possible Solution Providers

  Mar 2001 - Aug 2002

  Business Development Executive & Trainer

   Responsible for arranging seminars and presentations in various educational institutions, defining the need and importance of our personality development programs, Call center operations training and placement services across the world. Liaising with human resource and administration managers of various domestic and international companies, arranging meetings with my department heads and presenting them with our training services and forwarding our short-listed trained candidates for placements. Training short-listed individuals on various Inbound and Outbound operations involved in a Call Center, successfully handled several batches of similar nature. Responsible for conducting Operations/Line test and online Voice test during the training and hiring of trainees and agents for carious processes.  Performing appraisals based on performance and behavior. Responsible for implementing different projects from time to time for the process improvement and conducting various tests to identify locate any areas of improvements. Show less

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  Front Line Soft

  Aug 2002 - Nov 2002

  Customer Support Executive/ Senior Team Leader

  - Managed a team of 12 members customer support team to provide efficient customer service for diverse client base and a team of 19 customer support executives for U.S. based ISP technical support process.- Handled customer queries related to various packages, payment confirmation & accessories on phone, on site.- Took brief feedback from the dealers, customers to enhance the customer support efficiency.- Offered products related to technical training to customers with a view to satisfy and retain them and, also get referrals for further sales.- Organized and attended Calibration Calls on quality with Quality Manager in USA- Attended Technical Conference Calls with US counterparts and updating various customer schemes on production floor on the new process and technical updates- Managed work force, Rooster shift timing according to the call arrival patterns- Implemented different projects from time to time for the process improvements Show less

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  Zahid Tractor

  Jul 2003 - now

  - Manage corporate objectives to achieve the highest customer satisfaction index, being a responsible member of a team that handles 184 technical and administrative staff, who are committed to provide excellence in customer solutions, while maintaining the best attrition rate, KPI results, Safety Standards & Revenue turn over. - Direct & manage project development from beginning to end of the full life cycle of the project.- Ability to work directly with senior management and stakeholders to clearly define & set project scope, objectives, goals, time-lines, resources & key project deliverables. - Effectively communicate project expectations to team members and stakeholders in a timely & clear fashion. - Proactively manage changes in project scope, identify potential crisis, risk vs. reward and devise contingency plans necessary to successfully complete project assignments.- Determine and assess capacity vs. workload of the project and advise management of deficiencies, if necessary during project cycle. Investigate and implement ideas for quality improvement, increased productivity and cost reduction.- Manage, monitor, coordinate and negotiate with external vendors and suppliers for any project and department requirements.- Adapt Lean Transformation Framework in Service environment and project, by understanding, stabilizing and continuous improvement to successfully achieve improved results.- Establish and maintain leadership through Continuous Improvement & Six Sigma strategy to achieve operational & strategic goals. Identify continuous improvement opportunities with process owners through quantitative and qualitative analysis. Assist Senior Management in driving business transformation, and to formulate & implement strategies to derive increased revenue, customer satisfaction and reduced operating costs.- Assess SERVICE OPERATIONS training requirements to ensure staff have the required skills to efficiently carry out repairs on current and new equipment. Show less The journey of ERP implementation in Zahid Tractor's most powerful groups, CMD & CVD has started, in which Change Management plays an essential role. Change Champions are performing that important task in bringing awareness of this crucial journey and what is coming every users way as a part of our readiness plan. - Raise awareness of Change Management and its importance during the journey of ERP M3 implementation, in the form of Regional Seminars and Road Shows which are organized in main and remote branches.- Managed Regional Change Seminar in Riyadh for our team in Central and Western Region which had a very positive feedback.- Being a key member of a dedicated change management resource team, primary responsibility is implementing change management strategies and plans that maximize employee acceptance and minimize resistance. Show less - Creating customer awareness of various service products and solutions to ensure maximum benefits and value are utilized by our customers.- Handle queries and complaints related to internal and external customers for Service Department, to contribute Voice of the customer and playing a key role in identifying risks and opportunities. - Effective coordination with Branches and generation of monthly progress reports in time.- Manage revenue, operations excellence, customer experience and people satisfaction metrics.- Responsible for generating, tracking, measuring and monitoring of Service Operations Key Performance Indicators (KPI) and other statistical data. And to implement action plan to ensure targets and objectives are achieved by working closely with members of business and support divisions.- Consolidate, review, manage and deliver all required information and critical key performance KPI and success factor to achieve overall service initiatives and objectives. Show less

  • Workshop Manager Service Operations

    Aug 2020 - now

  • Special Projects Manager

    Jan 2013 - Aug 2020

  • Change Champion

    Apr 2018 - May 2020

  • Assistant Customer Service Manager - After Sales

    Jan 2009 - Dec 2012

  • Customer Support Service Controller

    May 2005 - Jan 2009

  • Rental Fleet & Administration Coordinator

    Jul 2003 - May 2005