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Mohammed A Khawajah, Customer Service Projects Manager

Mohammed A Khawajah

Customer Service Projects Manager·smartlink

Saudi Arabia

Bachelor's degree, business administration Marketing management

Work experience

Total years of experience: 19 years, 0 months

Customer Service Projects Manager

April 2013 - Present

smartlink

Jeddah, Saudi Arabia

April 2013 - Present

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 ...)

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Operating System Analyst

September 2012 - April 2013

National Water Co.

Jeddah, Saudi Arabia

September 2012 - 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

Company industry:
Other Business Support Services
Job role:
Information Technology

Call Center Section Head

August 2008 - September 2012

National Water Co.

Jeddah, Saudi Arabia

August 2008 - 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

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call Center Supervisor

June 2007 - October 2008

frontliners

Jeddah, Saudi Arabia

June 2007 - 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

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Belford University

July 2010

July 2010

Bachelor's degree, business administration Marketing management

United States

GPA (point): 3.19 out of 4

GPA (point): 3.19 out of 4

King Saud High school

March 2005

March 2005

High school or equivalent,

Saudi Arabia

Skills

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

Languages

English
Expert

Training and Certifications

Training
Steering Your Call Centre In The Right Direction For Supervisors
Insight
Dec 2008
Costumer Service International Standards
Insight, Jeddah
Feb 2009
Coach The Coach
Insight
Jun 2009
Management Curriculum Program
Cegos Jeddah
Jan 2009
Industry Success
Be happy Centre
Feb 2005
Priority management
Be happy Centre
Nov 2005
Costumer Service International Team Leader
Insight
Apr 2009
CCNA
Alalamyah
Sep 2012
MCITP
Alalamyah
Sep 2012