محمد بن حسن

• Aligned SADA’s vision, mission, and objectives with Saudi Vision 2030, ensuring strategic direction and sustainable operations as a non-profit, semi-government entity under TVTC, HRDF, and Saudi Aramco.
• Developed and executed the annual Business Goals & Budget, implementing a structured monitoring system with monthly and quarterly performance reviews to track progress.
• Enhanced operational efficiency and risk management by evaluating internal controls, recommending process improvements, and conducting comprehensive risk assessments to ensure alignment with Saudi Aramco and governmental standards.
• Implemented and governed the Management of Change (MoC) framework, ensuring all operational modifications undergo risk assessment, review, and seamless integration.
• Established a robust governance and compliance framework, ensuring full adherence to Saudi Aramco standards, risk management policies, and internal auditing best practices.
• Developed and institutionalized a comprehensive Document Control process, overseeing the creation and maintenance of all organizational policies and procedures.
• Led quality assurance and accreditation efforts, designing and implementing QA checklists linked to KPIs and securing multiple national and international accreditations (ISO 9001:2015, ACCET, MASAR, IADC, OPITO, AHA, Great Place to Work).
• Transformed the training environment, optimizing the learning experience for both trainees and instructors, fostering a conducive and technology-driven learning atmosphere.
• Spearheaded SADA’s digital transformation initiatives, integrating Smart Tablets, Simulators, Virtual Reality (VR), and Learning Management Systems (LMS) to modernize training delivery and assessment.
• Ensured compliance with internal policies, legal regulations, and ethical standards, proactively monitoring and mitigating conflicts of interest and reputational risks.
• Enhanced stakeholder engagement by developing and managing satisfaction surveys, leveraging insights to drive continuous improvement and strategic decision-making.
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• Continued to achieve a 2nd top ranking among vocational colleges in KSA by TVTC in 2022.
• Contributed to winning the King Abdulaziz Quality Award (KAQA) in 2022 and 2025
• Participate in the strategic and essential decisions of the organization by being a member of the following Committees:
o Chairman of Recruiting & Hiring Committee
o Chairman of Innovation and Digital Transformation Committee
o Vice Chairman of Employees Grievance Committee
o Chairman of Academic Affairs Committee
o Vice Chairman of the Knowledge Management Committee
o Vice Chairman of Disciplinary Committee
o Member of the Strategic Planning Committee

• Established and led the Customer Experience (CX) department, overseeing Customer Care, Restaurant Care, Quality Assurance, and Acquisition & Retention teams to drive operational excellence.
• Developed and executed a customer experience strategy, enhancing Net Promoter Score (NPS) and Customer Satisfaction metrics for individual users, drivers, and partner restaurants.
• Spearheaded AI-driven customer service innovations, integrating Chatbot solutions to automate responses, reduce wait times, and improve efficiency.
• Led a complete UX redesign of the HungerStation mobile app, utilizing customer feedback and behavioral analytics to improve navigation and user engagement.
• Segmented customers into multiple categories, enabling tailored service strategies and personalized support for different user groups.
• Conducted in-depth customer journey mapping and pain point analysis, identifying and addressing critical areas for process improvement.
• Implemented new operational workflows and service enhancements, ensuring seamless coordination between CX teams and other business functions.
• Negotiated and collaborated with third-party service providers to optimize the overall user experience and strengthen business partnerships.

• Initiated and developed the Customer Experience department, successfully embedding General Motors' customer experience standards within AlJomaih Automotive Company.
• Conducted comprehensive Customer Experience (CX) assessments and gap analyses, incorporating Voice of the Customer (VoC) insights, benchmarking against industry best practices, and competitive market analysis.
• Formulated and optimized the customer journey map in alignment with organizational CX strategy and market-leading practices, significantly enhancing the customer experience.
• Fostered cross-departmental collaboration, particularly with Sales and Customer Care, to mitigate customer pain points and strengthen crucial service touchpoints.
• Analysed and responded to feedback, integrating insights from internal customer reports and external mystery shopper evaluations to drive continuous improvement in service quality and customer satisfaction.
• Established and led the Customer Experience (CX) Department, successfully integrating General Motors' global CX standards within AlJomaih Automotive.
• Conducted in-depth CX assessments and gap analyses, leveraging Voice of the Customer (VoC) insights, industry benchmarking, and competitive market analysis to identify improvement opportunities.
• Developed and optimized the customer journey map, aligning with corporate CX strategies and industry best practices to enhance service quality and customer satisfaction.
• Fostered cross-functional collaboration with Sales, Customer Care, and After Sales Services teams, resolving pain points and improving key customer touchpoints.
• Implemented data-driven decision-making, monitoring key CX performance metrics across departments and developing actionable insights for continuous improvement.
• Led process improvement initiatives, identifying inefficiencies in customer interactions and service workflows, and ensuring effective execution of new CX strategies.
• Coordinated with internal teams and external partners to enhance customer engagement, drive retention, and deliver a seamless brand experience.
• Organized and contributed to customer service recognition programs and award events, reinforcing a culture of service excellence within the company.

• Led comprehensive quality assessments across customer-facing departments, ensuring adherence to the highest service standards and enhancing customer satisfaction.
• Investigated customer feedback, resolved complaints, and implemented suggestions to refine service delivery and operational efficiency.
• Spearheaded the creation and analysis of business intelligence reports, leveraging COPC (Customer Operations Performance Centre) methodology to drive data-driven improvements.
• Developed and institutionalized feedback mechanisms to capture and act upon customer insights, contributing to continuous service enhancements.
• Designed and delivered targeted training programs for staff, elevating service knowledge and competencies, which culminated in a marked increase in customer satisfaction metrics.
• Led comprehensive quality assessments across customer-facing departments, ensuring adherence to high service standards and driving continuous improvement in customer satisfaction.
• Investigated customer feedback and service complaints, implementing solutions to enhance operational efficiency and refine service delivery.
• Generated and analyzed business intelligence reports based on COPC (Customer Operations Performance Centre) methodology, leveraging data-driven insights to improve service quality.
• Developed and conducted targeted training programs addressing common service errors, enhancing staff expertise and significantly improving customer satisfaction metrics.
• Compiled and presented detailed reports to Vice Presidents, Directors, and Managers, highlighting major service errors, customer abuse cases, and recognition letters.

• Provided efficient customer support, handling inquiries and resolving complaints while maintaining an average call handling time of 160 seconds without compromising service quality.
• Developed resolution strategies focused on customer retention and revenue protection, offering alternative solutions over immediate refunds.
• Ensured high service standards for VIP and Royal clients, exceeding satisfaction benchmarks and fostering long-term loyalty.
• Analyzed performance data to identify service trends, driving continuous improvement initiatives to enhance customer experience.

• Worked as an intern for the Islamic Banking Diploma program.
• Contacted VIP customers to invite them to invest in the investments of the bank.
• Contacted customers for different purposes such as updating their data and reminding them to pay the late installments.

• Revolutionized office procedures, enhancing team output and work quality, significantly boosting office productivity.
• Managed office inventory with a keen eye on operational needs and fiscal responsibility, ensuring optimal stock levels in line with budget constraints.
• Assisted customers with vehicle selection, utilizing deep product knowledge to meet their needs, while delivering exceptional service that solidified customer loyalty.