Aml Ali

Contact Center Manager at Dr.Mohammad Alfagih Hospital

• Saudi Arabia - Riyadh
• My current job since February 2020

- Establishing and implementing contact center.
- Managing entire female sections with all needed and actions.
- Implement and develop the self-services and Mobile App.
- Responsible for operation quality for contact center to improve customer experience.
- Managing the operation performance to achieve contact center KPIs and meet service levels.
- Responsible for the daily ensuring operations of the contact center to ensure to meet the
business's target and objectives.
- Develop the policies, procedures, and practices related to the contact center operations for
the entire functions.
- Conducts and reviews performance appraisals for the team (monthly, quarterly yearly) to
identifies performance problems and initiates disciplinary actions.
- Develop the incentive programs for entire staff.
- Ensure to communicate the area of improve with related departments to develop the
customer experience.
- Managing Marketing campaigns.
- Customer complaints

National Contact center Manager at Shaker group

• Saudi Arabia - Jeddah
• September 2014 to December 2018

1. Managing entire female sections (45 headcount) with all needed and actions.
2. Responsible of operation quality for contact center to improve customer experience.
3. Managing the operation performance to achieve contact center KPIs and meet service levels.
4. Responsible of the daily ensuring operations of the contact center to ensure to meet the business's target and objectives.
5. Develop the policies, procedures, and practices related to the contact center operations for the entire functions.
6. Responsible for hiring and establish training programs for entire staff.
7. Conducts and reviews performance appraisals for the team (monthly, quarterly yearly) to identifies performance problems, and initiates disciplinary actions.
8. Develop the incentive programs for entire staff.
9. Ensure to communicate the area of improve with related departments to develop the customer experience.

Achievement:
1. Award ISO 9001, 10001 & 10002 as first company in KSA and first dept. in shaker group.
2. Stablish and develop new IVR to improve customer experience.
3. Stablish and develop the contact center System and programs to be more professional
and to improve customer experience (Altitude CRM to be integration with SAP CRM, IVR,
Call scenario, MCI program, Smart sheet, Complaints and Compensations.)
4. In 2015 Based on McKinsey a measure we got the best section and the most
professional management in the Shaker Group and also in terms of employee
satisfaction.

Call Center Manager at National General Automotive Company (NAT)

• Saudi Arabia - Riyadh
• June 2014 to September 2014

Shift Manager at Contact Centre Company (CCC)

• Saudi Arabia - Riyadh
• December 2013 to June 2014

Call Center Supervisor at Etihad Atheeb Telecom Co. “Go

• Saudi Arabia - Jeddah
• April 2009 to December 2013

supervisor for Inbound/Outbound broadband technical support & Renewal team

Student Admission Coordinator at Al Batterjee College for Medical Sciences and Technology

• Saudi Arabia - Jeddah
• September 2007 to July 2008

Academic Lecturer at University of Science and Technology of Yemen

• Saudi Arabia - Jeddah
• January 2006 to August 2007

Academic Lecturer at University of Sana'a

• Saudi Arabia - Jeddah
• June 2005 to June 2006

customer service at Studio Samiah

• Saudi Arabia - Jeddah
• May 2005 to June 2005