هتيف اليحيى

- Conducts regular audits and inspections to monitor compliance with company procedures.
- Monitors customer complaints, identifies recurring issues, and works on improving service quality.
- Coordinates with IT and operations teams to enhance system functionality and employee experience.
- Design and deliver training programs to assist new employees understand the system, company regulations and best operational practices.
- Conducts workshops and training sessions to reinforce company standards and procedures for employees.
- Supports branch teams in adapting to new system features, operational changes, and company initiatives.
- Prepares reports on employee performance, operational procedures, and service quality.
- Tracks KPIs to assess operational effectiveness and identify areas for improvement.
- Oversees vendor communication new implementations, updates, and issue resolution.

- Analyzed user behavior across digital touchpoints, identifying opportunities for improvement.
- Collaborated with various teams such as vendors, marketing, sales, and customer support to align digital experiences with company goals.
- Enhanced website, app, and system usability and overall user experience.
- Supported users experiencing digital platform issues and developed training materials for effective tool utilization.

- Trained and mentored new team members to ensure high-quality customer service standards.
- Monitored and improved daily customer service operations.
- Addressed customer complaints and acted as the first point of contact for issues with reservations.
- Shared feedback and satisfaction survey data to enhance service and team performance.
- Acted as first point of contact for customers to resolve potential issues with reservations.

- Answer incoming calls and respond to customer’s emails.
- Management and resolve customer complaints.
- Identify and escalate issues to supervisors.