Executive Director General Customer Experience & Corp. Comm.
Ministry of Human Resources & Social Development
Total years of experience :25 years, 3 Months
Manage the Customer Care Department to Develop channels of service delivery and communication between the Ministry and its customers. Manage customer complaints effectively, and Develop governance mechanisms with branches.
I am supervising the operation of the Ministry's call centers to Implement and control customer service quality standards. Design and develop solutions for call center systems. Prepare performance reports, develop work mechanisms, and resolve complaints.
Manage the Corporate Communication Department to Unify the media and marketing efforts for all branches of the Ministry. Interaction with intellectual, public, and media activities of popular echo.
Manage the Customer Experience Department and setup strategy and plans. Manage customer experiences inside and outside the Ministry. Engineering customer trips and procedures. Develop and innovate services according to customer needs.
Manage the Quality and Performance Department and design Customer satisfaction survey on service quality and impact measurement. Design questionnaires and research on the level of services. Ensure the quality of services provided and direct initiatives to improve performance.
- Leading multi-disciplinary agile teams, including external partners, in the delivery of new digital services or the iteration of existing ones.
- Developing full business cases and budgeting in order to ensure more effective services and deliver cost savings.
- Conducting customer and product discovery to understand user needs.
- Providing direction and support to service owners.
- Conducting customer and product discovery to understand user needs.
- Providing direction and support to service owners.
- Assessing internal services suitability for digital transformation and rigorously prioritizing involvement by customer or cost saving benefit.
- Providing direction and support to those managing internal transformation projects.
Sale Co. is the retail & Distribution arm of Saudi Telecom Company. I handle the Marketing Activities for All Products. Responsible of the products life cycle & P&L of the category. My role puts me in the front line dealing with Sales, finance, Planning, supply chain, distribution, and other related departments. My duty is to plan for the product launch and make sure successful marketing Mix. Monitor pricing, profit & loss trends, and take necessary action.
In addition, i manage a team of 14 Employees. All category managers & assistant category managers. i am also active and participating in different projects that takes place in the company.
• Develop Media Strategy, and PR activities.
• Manage Operational activities of the media center such as Editorial, Public relation, Media relation, production, Events.
• Manage Government Relation with other government and private sector (G2G & G2B) from a PR point of view.
• Develop PR & Events Calendar for MOL.
• Brand Communications.
• Initiate Social Media strategy and manage digital platform for MOL.
• Other cross-functional team activities.
• Developing plans and strategies for marketing and advertisement campaigns.
• Supervising both marketing communication and public relations departments.
• Work closely with the marketing managers to develop creative and integrated programs to support product introduction, services offering, new technology and thought leadership.
• Establish processes to generate steady volume of press releases and promote within the appropriate channels.
• Managing public relations events and exhibitions.
• Representing the company in the media (press conferences, TV and radio interviews.. etc.)
• Overseeing youth and sports sponsorships in order to improve company image.
Marketing Communications Manager (mobile sector)
• Creating and implementing a plan of strategic external communications directed towards company clients and the general public.
• Keeping company employees informed of company events or updates, service opportunities, and upcoming product releases.
• Screening and selecting most suitable advertisement agencies.
• Performing reviews and adjustments to the creative inputs from these ad agencies.
• Execution of advertisement campaigns.
• Performing quality check on the execution process.
• Evaluation of advertisement campaigns by conducting Return on Investment (ROI) and product analysis reports.
• Managing the production of marketing materials, including leaflets, posters, and newsletters.
ARABIAN INTERNET & COMMUNICATION SERVICES COMPANY (awalnet) is the biggest internet and "managed services" provider in Saudi Arabia.
Project's department manager
after working on over than 200 project's including more than 1000 ADSL lines, leased lines, ATM, and frame relay circuits I was assigned to handle projects department. My duties include a lot of planning, reporting, strategic decision making.
Member of the "CA" development team
The corporate associate "CA" project is a CRM system awalnet was implementing at that time, this system in its plan to change the work process into completely electronic process. I was one of the team members working in the early stages of the development.
Corporate support coordinator
In telecommunications, companies tend to establish physical connection between their branches such as leased line and frame relay connectivity.
My job was to handle all connectivity process, follow up, and projects closing.
I was part of most operations daily activities, coordination with telecom companies, solving technical issues, connectivity setup, and coordination with customers.
Support engineer
I started with the company as a technical support for corporate and consumer. My job was to physically connect customers to the network (internet/intranet).
faislal I. bin sultan est. is a private business provides network solutions, maintenance, and consultation.
Network engineer
My work includes networking, maintenance, marketing, and web development.
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Specialized in technology retail business selling and maintain PC's, Laptops, and providing network solutions for both corporate and consumer.
GENERAL MANAGER
My job was to provide every kind of technical support and information for customers, dealing with daily activities by managing my staff to deliver the best quality. It was a challenging business at that time since the internet was newly introduced to the market. We had to guide customers and increase awareness of the evolving technology. I had to initiate marketing plan, execute, and report the progress.
This firm is engaged in wholesale and retail of food products, especially meat and poultry items. The activities include catering for various governments and private customers. The average employment of this firm is about 50 people.
GENERAL SUPERVISOR
Carrying out the daily supervision of the firms activities and follow up of all the branches of the firm, supervision of the salesmen and assessing their productivity, in charge of negotiating with customers and finalizing contracts with them, negotiating and making final agreements with the firms suppliers. The responsibilities also include carting out the financial and administrative affairs of the firm including handling all the needed procedures of the different related government departments.
Spokane community college is a very well known college in Washington State. I gain allot of knowledge and experience studding there. My time in this college was very helpful to me understanding and seeing new technology.
During my study in college of technology I participate in many lap work and projects, also I had several classes on PC and microcomputer technology.
