Saad Ahmad Al-Areefi

Bayan Block * house ** ST ** Cell: 50044484

Kuwaiti adhh5i@r.postjobfree.com

Professional Summary

HR & Admin Manager Qurain Int. Real Estate Co. W.L.L 5 August 2018 to Present. HR & Admin Manager Shuwaikh Gate Holding K.S.C. 5 August 2018 to Present HR Admin Manager (Add Effect) Advertising company 15 August 2017 to 4 August 2018. Call Center Manager (Maidan Clinic) 15 September 2016 to 22 August 2017 Call Center Manager (Direct Aid) May 10th 2015 until 22 Nov 2016 Founder and Manager in (VIVA telecommunication)

Customer Care – Contact center 20 July 2008 until August 6 2015. Inbound Team Leader (Wataniya Telecommunication)

Customer Care – Call Center

March 17th 2002 to July 19 2008.

Kuwait Airways from 1994 to 2000 (Flight services) Education and Training

- Accredited & certified professional supervisor by American University Cairo 2011- 2012

- High school 1992

Skills and Trainings Highlights:

● Knowledge in CRM, BSCS, TABS & Oracle

system and can solve and repair some

problems with the customers.

● Working as Helpdesk for a year.

● Window Applications (95/98/ME/XP/7/8/10)

● MS Office Applications.

● Customer experience management with

Insights.

● Training course for (leader ship workshop&

leader ship rules).

● Training course for (Sales through Service)

from Optimal Solutions.

● Harvard business publishing (strategic

thinking, writing skills, Crisis management,

Finance Essential, Project Management).

Work Experience:

- HR & Admin Manager Qurain Int. Real Estate Co. W.L.L:

- HR & Admin Manager Shuwaikh Gate Holding K.S.C.

- HR & Admin Manager ADD EFFECT:

Participate in the development of the main objectives of the company and participate in the formulation.

Preparation of sub-plans and executive programs for administrative affairs to achieve the main objectives of the company.

Participation in the meetings called for and to express opinion in the results and decisions.

Archiving and issuing all decisions issued by senior management and approving them.

Supervising the development of a system for the classification and numbering of all official records and documents.

Responsible for announcing / informing all employees of the administrative decisions after their adoption.

To lead and manage periodic meetings of the Directorate of Administrative Affairs and to assist in the issuance of appropriate decisions based on the facts received.

Implementation of approved quality plans for administrative affairs.

Participation in the formulation and preparation of administrative procedures in coordination with other departments.

Review and audit procedures, models, records and instructions for the quality system on administrative matters before being approved by the Director General.

Studying complaints about the company in conjunction with all departments and departments concerned.

Verify that all administrative instructions are already in place and sanction the violators.

Implementing public relations policies and procedures that enhance the company's reputation at home and abroad.

Control the use and maintenance of equipment, means of transport, communication and other administrative services.

Provide training for administrative staff on their work.

Raise the weekly reports and half monthly, monthly and semi-annual and annual senior management and discuss these reports in the periodic meetings of directors.

Ensure that all administrative instructions are already followed and sanctions are imposed on violators.

Responsible for distributing and equipping new employees premises in cooperation with other departments.

Evaluation of proposals for the development of administrative procedures dealing with administrative services in the company.

Supervising the implementation of all contracting procedures for the rental of buildings of the company. Customer Care:

- One of the Kuwait Telecommunications Company 2008 (VIVA) founders

- Succeeded in allocating and raising the level of call center: 1. Managing call center and operation experience.

2. Succeeded in raising the level of customer retention unit. 3. Negotiate contracts and deals with outsource companies.

- Experience in customer service since 2002 Wataniya Telecom "Ooredoo" as team leader and contact center supervisor since 2008 in the Kuwaiti company "VIVA".

- Meddle East awards Winner with insights Dubai and one of the members of the implementation team for the awards at the Middle East, including the level of best Meddle East Manager of a call center 2013/2014/2015.

- Can deal with customer face to faces and worked in branches supervisor for 6 months.

- Customer experiences: resolved all customer complaints in positive. Professional Summary

• Call Center Manager keen especially adept at call center hiring coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meeting productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports. Core Qualifications

• Vast knowledge of project management procedures

• Familiar with the use and maintenance of dialer and dashboard tools

• Solid understanding of quality assurance practices

• Proficient in the preparation of budget reports

• Strong ability to handle multiple tasks efficiently

• Solid verbal and written communications abilities

• Excellent motivational skills

Managed daily call center operations.

• Developed and implemented staff training and mentoring programs.

• Implemented customer quality procedures.

• Dealt with customer issues in a courteous manner.

• Ensured that rules of conduct were adhered to during each call.

• Monitored staff calls for quality assurance purposes.

• Approved time off requests and prepared staff schedules.

• Provided initial training for each new call center project. Monitored call center activities

• Prepared staff performance analysis reports

• Provided support with all call center activities

• Prepared budget reports and tracked call center expenditures

• Interrupted call center data and developed strategies accordingly

• Disciplined staff following call center procedures on calls

• Developed productivity metrics

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