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Mohammed A Khawajah, Customer Service Projects Manager

Mohammed A Khawajah

Customer Service Projects Manager

smartlink

Location
Saudi Arabia - Jeddah
Education
Bachelor's degree, business administration Marketing management
Experience
16 years, 11 Months

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Work Experience

Total years of experience :16 years, 11 Months

Customer Service Projects Manager at smartlink
  • Saudi Arabia - Jeddah
  • My current job since April 2013

Our company is call center out source solutions providing the best arrangement with our clients and high performance in international KPIs
my job roll in SmartLink that manage all jeddah branch projects (NWC, ALJ, Bupa ...)

Operating System Analyst at National Water Co.
  • Saudi Arabia - Jeddah
  • September 2012 to April 2013

Administrating all the call center applications (E service - AVAYA PBX - CMS - Compass …)
- Manage all the NWC Exts
- Manage the Telephone lines (E1, Fiber )
- Project Manager for Customer Complaine Manegment SYS
- Project Manager for Tanker Request Application

Call Center Section Head at National Water Co.
  • Saudi Arabia - Jeddah
  • August 2008 to September 2012

Work as call center manager for more than 120 agent 20 supervisors coordination with all the company sections to provide the best call center experience with our customers
also we win with Insight company in Dubai (The Best Call Center In Middle East) in wind back customer program in 2010 & (The best call center Quality insurance program in Middle East) 2011 Dubai

Call Center Supervisor at frontliners
  • Saudi Arabia - Jeddah
  • June 2007 to October 2008

Supervision for many campaigns (Alkhiala Air Line, Air Arabia, Internet Nesma, Portfolio Agency, Alhaddad, Aljumaih Automotive …etc)
Made a report for each campaign and send it to the clients

Education

Bachelor's degree, business administration Marketing management
  • at Belford University
  • July 2010
High school or equivalent,
  • at King Saud High school
  • March 2005

Specialties & Skills

Business Management
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Customer Service
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Project Management
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Team Management
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Call Center Development
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Computer Skills
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Team Building
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Planning/ Organizing + Time Management
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Communication and Interpersonal
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Computer Proficiency: MS office Applications
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Problem solving and Decision Making
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Languages

English
Expert

Training and Certifications

Steering Your Call Centre In The Right Direction For Supervisors (Training)
Training Institute:
Insight
Date Attended:
December 2008
Costumer Service International Standards (Training)
Training Institute:
Insight, Jeddah
Date Attended:
February 2009
Coach The Coach (Training)
Training Institute:
Insight
Date Attended:
June 2009
Management Curriculum Program (Training)
Training Institute:
Cegos Jeddah
Date Attended:
January 2009
Industry Success (Training)
Training Institute:
Be happy Centre
Date Attended:
February 2005
Priority management (Training)
Training Institute:
Be happy Centre
Date Attended:
November 2005
Costumer Service International Team Leader (Training)
Training Institute:
Insight
Date Attended:
April 2009
CCNA (Training)
Training Institute:
Alalamyah
Date Attended:
September 2012
MCITP (Training)
Training Institute:
Alalamyah
Date Attended:
September 2012