Mahmoud F Aljamal

• Review and improve company-wide business processes, workflow processes, and SOPS.
• Measure and assess training needs analysis to identify learning and development gaps.
• Create training/ learning content as per the organization/employees’ needs to improve
employee productivity, skillset, and behaviours.
• Develop new Projects to serve the interest of the company.
• Responsible for all IT software and projects, and ensuring that all systems are running
in an accurate manner related to fully automated processes.
• Planning the projects
• Scheduling and designation of projects tasks to team members
• Execution of each phase of the projects
• Managing the project’s budget
• Communicating with all stakeholders.
• Collaborating with department heads to achieve a common goal.
• Research and evaluate hardware and software technology options and weigh the
cost/benefit analysis.
• Update and maintain all production technologies ensuring proper maintenance and
Installation.
• Analyze, plan and develop requirements and standards for scheduled
Projects.
• monitoring overall progress and use of resources, initiating corrective action where
necessary.
• Responsible to prepare ISO certification requirements.
• Responsible to prepare all external audits requirements

• Develop and implement customer service policies and procedures
• Develop and implement the KPIs for the department.
• Ensure the necessary resources and tools are available for quality customer service
delivery
• Maintains customer satisfaction by providing problem-solving resources.
• Liaise with company management to support and implement growth strategies
• Analyze relevant data to determine customer service outputs
• Accomplishes customer service human resource objectives by recruiting,
selecting, training, and coaching employees.
• Achieves customer service objectives by contributing to customer service
information and recommendations to strategic plans and reviews.
• Implements production, productivity, quality, and customer-service standards.
• Asset to make the production plans to ensure to meet the customer’s delivery dates
• evaluate and performance manage staff

• Supervise day-to-day operations in the customer service department.
• Arrange with production for the delivery date plan.
• Assisting customer service staff with duties where required.
• Maintaining documentation about the customer service department
activities.
• Investigating and solving customer service complaints.
nt

Direct and enhance Alghad team to achieve optimal service, Objectives, Sales target and high customer satisfaction.
· Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing scheduling, and reward/recognition programs.
· Provide daily operations to employees so that our In-Outbound calls are served in a timely manner, efficient and knowledgeable manner.
· Provide continual evaluation of process and procedures to make sure that we achieved our target.
· Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customer.

· Provide statistical and performance feedback and coaching weekly to each team member.
· Held a training session for a new agents, Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment and Motivate the team.
· Establish work procedures and processes that support company and departmental standards and company strategy.

make sure that the operation work properly

service advisor 1/2/2014 to 1/3/2014

Supervised the market