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BASSAM ALZABIDI, Customer Service & Operations manager

BASSAM ALZABIDI

Customer Service & Operations manager·Fanni.sa

Saudi Arabia

Master's degree, MBA

Work experience

Total years of experience: 13 years, 8 months

Customer Service & Operations manager

June 2024 - Present

Fanni.sa

Jeddah, Saudi Arabia

June 2024 - Present

Key Responsibilties:
Manage and motivate the contact center team to meet
performance goals and deliver excellent customer service.
Oversee customer complaints, queries, and escalations,
ensuring prompt and professional resolutions.
Monitor team performance, analyze data, and prepare.
management reports
Develop and enforce SOPs for efficient customer service.
operations. Coordinate workforce planning and ensure adequate team
coverage during peak times.
Train, coach, and evaluate team members to improve skills
and performance.
Collaborate with internal teams to streamline processes
and enhance customer experiences.
Oversee marketplace operations, ensuring smaoth
transactions and order fulfilment.
Maximize profitability by onboarding merchants, managing
listings, and implementing pricing strategies.
Work with developers to enhance platform functionality
andimprove processes.
Company industry:
Installation & Technical Services
Job role:
Management

Customer Service Specialist

January 2021 - January 2023

Tata Consultancy Services

Budapest, Hungary

January 2021 - January 2023

Main tasks typically include: Responding to customer
inquiries: Answering customer questions and addressing
their concerns through various channels, such as emall
phone, or chat. Providing product of service information:
Providing customers with accurate and detailed
information about products
or services offered by the
company. Processing orders and returns: Handing
customer orders, processing payments
Company industry:
IT Services
Job role:
Customer Service and Call Center

Data Analyst

January 2020 - January 2021

Cognizant Hungary

Budapest, Hungary

January 2020 - January 2021

Data Analysis and online content moderator in Arabic and
English languages.
Content moderation/review work e text and
Review content categorized as abuse (sensi
images) by users
Review and take action on content that violates policies
including copyright/pirated content
Help users to reset their password or suspendjunsuspend
their accounts
Review user accounts to verify their identity and take
action - Judge/decide on content by referring to client
policy/guidelines
Respond back to users with necessary actions that must
be taken to correct content
Company industry:
IT Services

Customer Service Specialist

January 2018 - January 2020

Transcosmos

Debrecen, Hungary

January 2018 - January 2020

Manag bookings & customer inquiries with calls, chat, and
email advise passengers about their booking and resolve any.
check-inissues.
New booking and collect payment if any upgrade or extra
added services.
call back customers to resolve booking matters.
pick up transfers line manager calls and escalated matters
via calls, chat, or email. Manag bookings & customer
inquiries with calls, chat, and email. advise passengers
about their booking and resolve any check-in issues. New
booking and collect payment if any upgrade or extra
added services. call back customers to resolve booking
matters. pick up transfers ine manager calls and escalated
matters via calls, chat, or email
Company industry:
Call Centers & Customer Care Outsourcing

Sr. Sales consultant

January 2016 - January 2018

Unifonic inc.

Jeddah, Saudi Arabia

January 2016 - January 2018

account manager for SMS & Marketing major cloud
communications Solutions Provider in KSA.
represent the company solutions to all prospects.
leads, existing clients, and generate leads.
accounts managing and creating quotations,
negotiation, and closing. all sales cycle. manage and
coach inside sales team, lead generation team.
Web Platform for cloud communication and
Integrated SMS SOLUTIONS & Voice calls.
API Messaging, Notifications.
ksa marketaccount manager for SMS & Marketing.
major cloud communications Solutions Provider in
KSA. represent the company solutions to all
prospects, leads, existing clients, and generate
leads. accounts managing and creating quotations,
negotiation, and closing. all sales cycle. manage and
coach inside sales team lead generation team.
Web Platform for cloud communication and
Integrated SMS SOLUTIONS & Voice calls. API
Messaging, Notifications. wwwunifonic.com ksa
market
Skil: Customer Success Interpersonal
communication Decision making
Company industry:
IT Services
Job role:
Sales

Sales Account Executive

April 2014 - April 2016

FAMA Tech

Jeddah, Saudi Arabia

April 2014 - April 2016

targering retail and hospitality industries Managing a portfolio of accounts. Dealing with all aspects of a campaign.Using an existing network of industry contacts to generate new business.Leading and training other members of the account team.Managing the work of account executives.Leading project management activity.Ensuring necessary actions are undertaken by the account team.Building a territory.Achieving sales targets
Delivering sales presentations to high-level executives.Attending client meetings.Maintaining and expanding relationships with existing clients.Completing administrative work, as required.
Marketing & Sales in Saudi Arabia for POS systems, Mitel.com partner in jeddah (IP Phones ) .
Company industry:
IT Services
Job role:
Information Technology

Territory Sales Specialist

January 2013 - September 2013

TNT Express

Jeddah, Saudi Arabia

January 2013 - September 2013

Promote TNT services to meet sales targets and generate revenue.
respond to customer needs and requirements with the appropriate TNT service.
maintain a high-level of customer service with existing customers and leverages relationships to expand business.
enable revenue growth,
constantly uncover opportunities for new business by utilizing networks and exploring sales leads.
collaborate with Operations teams to maximize sales and revenue growth.
Company industry:
Shipping
Job role:
Sales

Sales Merchandiser

January 2010 - January 2012

Ba wazeer Trading

Jeddah, Saudi Arabia

January 2010 - January 2012

Americana Products
Supermarkets merchandiser
Company industry:
Retail & Wholesale
Job role:
Sales

Education

University of the People United States of America

August 2025

August 2025

Master's degree, MBA

United States

GPA (point): 4 out of 5

GPA (point): 4 out of 5

MBA-certified professional with developed skills in management, planning, and critical analysis.
View attachment

Future University - Yemen

July 2010

July 2010

Bachelor's degree, Finance and managment

Yemen

GPA (percentage): 81%

GPA (percentage): 81%

Business Administration

Skills

Customer Service Management
Expert
Customer Service Management
Expert
Sales
Expert
Sales
Expert
Marketing
Expert
Marketing
Expert
Local Marketing
Expert
Local Marketing
Expert
Mass Marketing
Expert
Mass Marketing
Expert
Sales Management
Expert
Sales Management
Expert
Creativity
Expert
Creativity
Expert
OPERATIONS MANAGEMENT
Expert
OPERATIONS MANAGEMENT
Expert
MASTER OF BUSINESS ADMINISTRATION MBA
Expert
MASTER OF BUSINESS ADMINISTRATION MBA
Expert
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
customer service
Expert
customer service
Expert
RETAIL EXPERIENCE
Intermediate
RETAIL EXPERIENCE
Intermediate
CLOSING SALES
Expert
CLOSING SALES
Expert
RELATIONSHIP MANAGEMENT
Expert
RELATIONSHIP MANAGEMENT
Expert
Business Development
Expert
Business Development
Expert
Administration
Expert
Administration
Expert
Team Management
Expert
Team Management
Expert
Retail
Expert
Retail
Expert
Sales
Expert
Sales
Expert
Merchandising
Expert
Merchandising
Expert
Marketing
Expert
Marketing
Expert
DATA ANALYSIS
Expert
DATA ANALYSIS
Expert
BOOKING (RESOURCE PLANNING SOFTWARE)
Expert
BOOKING (RESOURCE PLANNING SOFTWARE)
Expert
USER ACCOUNTS
Expert
USER ACCOUNTS
Expert
Time Managment
Expert
Time Managment
Expert
COMMUNICATIONS
Expert
COMMUNICATIONS
Expert
Creative Problem Solving
Expert
Creative Problem Solving
Expert
Negotiation Skills
Expert
Negotiation Skills
Expert
DECISION MAKING
Expert
DECISION MAKING
Expert
INNOVATION
Expert
INNOVATION
Expert
CUSTOMER SUCCESS
Expert
CUSTOMER SUCCESS
Expert
LEAD GENERATION
Expert
LEAD GENERATION
Expert
Management
Expert
Management
Expert
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Training
Intermediate
Training
Intermediate
Call Center
Expert
Call Center
Expert
Project Management
Expert
Project Management
Expert
Leadership
Expert
Leadership
Expert
Call
Expert
Call
Expert
Youth Marketing
Expert
Youth Marketing
Expert
Local Marketing
Expert
Local Marketing
Expert
Word Of Mouth Marketing
Expert
Word Of Mouth Marketing
Expert
Mass Marketing
Expert
Mass Marketing
Expert

Social profiles

Personal Website
Personal Website

URL removed due to policy violation. Please contact support for further information.

Languages

Arabic
Native Speaker
English
Expert
Hungarian
Intermediate

Training and Certifications

Certifications
Elements of AI for Business
University of Helsinki
Nov 2025
Show credentials
Creative Problem Solving
Jul 2014
Google Digital Carage
Aug 2019
Training
Marketing in Digital World.
Coursesera
Jan 2017
Google Digital Practice
Google
Mar 2021
master coffee operation management
master coffee training school
Mar 2006

Hobbies

  • Bowling
    Enjoy bowling as a regular hobby, which helps me strengthen focus, coordination, and strategic thinking.
  • Water Sports
  • self development