Customer Service Manager

Abdulrahman A. ALZwaidy

Riyadh, KSA +996-***-***-*** ******@*******.***

Personal Details:

DOB: 13/06/1976 Nationality: Saudi

Senior-Level Customer Relations & Operations Manager

Quality Assurance Team Management Resource Optimization

Highly successful Customers Relation & Operations Manager with over 18 years of experience overseeing customer service and business development across a wide-range of sectors. Exceptionally dedicated to customer needs ensuring all product and business development meet customer requirements as well as regulatory guidelines. Strong leadership persona with impeccable interpersonal and communication skills. Fluent in Arabic and English. Technical proficiency in MS Office and MS Excel expert.

Customer Service

Process Improvement

Business Restructuring

Relationship Management

New Business Development

Sales Management

Contract Negotiation

Vendor Relations

Exhibition Attendance

Strategic Planning & Analysis

Project Management

Operations Management

PROFESSIONAL EXPERIENCE

AJWAAD Touristic Adventures, Riyadh, KSA Dec 2017 – up to date

Sales & Development Executive

Identifying new sales leads.

Maintaining relationships with existing customers.

Planning and overseeing new marketing initiatives.

Developing business proposals, set sales goal and ensure effective implementation.

Creating informative presentations; presenting and delivering information to potential clients during industry exhibits, trade shows, and conferences.

Accompaniment tourists in their adventures.

UNIFIED REAL ESTATE DEVELOPMENT CO. (URED), Riyadh, KSA May 2016 – Sept. 2016

Anchor Relations Manager

Managed all facets of customer relations by liaising between company and anchors (known as VIP customers).

Finding new customers and negotiating new locations for their expansions and negotiating the contracts with them.

Assisted with customers’ business development plans, including finding new locations for rent and sites for development.

Collaborated with real estate agents finding new office and rental space in-line with customers’ business and financial needs.

Coordinated efforts and liaised between customers’ and company’s construction teams during development of new site.

Managing leasing payments as agreed in the contracts.

CISCO SYSTEMS, Riyadh, KSA Apr. 2007 – Nov. 2014

Customer Service & Relations Manager, Jun. 2010 – Nov. 2014

Oversaw daily operations, including logistics, export licensing issues and expedition orders.

Liaised with senior executives and partners ensuring new merchandise in-line with business requirements and specifications.

Increased staff knowledge and awareness on tool usage, policies and order management.

Managed technical glitch resolutions.

Coordinated and conducted training sessions with partner agencies as well as company employees in-line with customer and business requirements.

Ensured all scheduled delivery complied with SLA parameters by collaborating with cross-functional teams.

Drafted business reports based on financial statistics and market assessment, and advised senior management and stakeholders on best strategies to meet financial objectives and goals.

Recognized for outstanding performance with the 2012 CISCO Sales Support Impact Award.

Fields Seals Relations Manager, Apr. 2007 – Jun. 2010

Analyzed data and advised on sales prospects.

Maintained and presented report findings to stakeholders enabling effective decision-making.

Oversaw system implementation activities ensuring compliance with export licensing guidelines.

Handling escalations and complicated cases razed by customers and sales team.

Attend sales meetings and highlight to the management all the cases and escalations and how to avoid them to inshore that the orders will not be delayed in the future.

SAUDI BRITISH BANK (SABB), Riyadh, KSA Jun. 1997 – Mar. 2007

Merchant Operations Supervisor, Aug. 2005 – Mar. 2007

Grew business by identifying, building and fostering business relationships with new and existing clients.

Managed overall promotional and sales efforts.

Negotiate and sign new contracts with new clients.

Train new clients how to use point of sales machines(POS) and encourage them to use it instead of cash payments.

Monitor the usage of POS.

Market Research Analyst, Aug. 2004 – Aug. 2005

Analyzed plans and data using traditional and advanced methods.

Collated data from surveys and questionnaires ensuring all activities complied with original standards.

Monitor the SABB’s branches services and customer satisfactions by sending mystery shoppers.

Highlight the weakness in branches services and customer satisfactions to training centre to train the branches on the best practises to inshore the best customer satisfaction is meet.

Electronic Banking Supervisor, Jul. 2002 – Aug. 2004

Participated in the launch of SABB electronic services launch.

Supervised daily banking transactions.

Managed awareness campaign promoting electronic banking services and new deposit ATM.

Led customer satisfaction quality control efforts of bank’s toll-free line SABB Direct by evaluating the calls handled by the agents and highlighting the Weaknesses to the management.

Worked with SABB Direct training teem to train the agents on the best practices to reply to the customers to inshore the best customer satisfaction.

Coordinated attendance and display features at the 2012 Riyadh Real Estate Exhibition.

Represented group at GITEX.

Call Center Management Information, Feb. 2000 – Jul. 2002

Analyzed data and assessed call center performance statistics.

Provided the management with statistic on the performance of the call center and individual agents to enable them to highlight the weaknesses and give them the proper trainings.

Customer Service Representative, May 1997 – Feb. 2000

Increased overall customer satisfaction by addressing and resolving various credit card-related issues.

Promoted bank’s toll-free number improving overall customer query resolution by reducing waiting time.

EDUCATION & CREDENTIALS

Bachelor of Business Administration, King Faisal University, 2017

Diploma in Business Administration, Institute of International Academy, 2007

Customer Service and Operations Course, Trainings and Workshops

Advance Negotiation Skills Course

Management Skills Course

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