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Mohammed Raffa, Associate Director Operations

Mohammed Raffa

Associate Director Operations·Alrebal Alkhalejy Est. for Construction

Saudi Arabia

Diploma, Problem Solving & Decision Making

Work experience

Total years of experience: 30 years, 4 months

Associate Director Operations

November 2020 - Present

Alrebal Alkhalejy Est. for Construction

Jeddah, Saudi Arabia

November 2020 - Present

- Ensure that projects are completed
- Managing day-to-day operations
- Managing the budget
- Monitoring industry trends and new developments in the field
- Reviewing and editing scripts, proposals & other materials
- Developing long-term strategies
- Managing contracts and negotiations with outside vendors
- Developing program, policy & procedure
Company industry:
Construction & Building
Job role:
Construction and Building

Head of Customers Care

December 2018 - November 2020

United Cooperative Assurance

Jeddah, Saudi Arabia

I found this job using Bayt.com

December 2018 - November 2020

-Responsible for overall company satisfaction
-Improve customers services experience
-Create customers engagement and facilitate service growth
-Develop company services policy
-Implement and monitor SLAs with all departments and vendors
-Effectively handle all complaints received from different channels
-Receive, attend and follow up in customers inquiries
-Insure that all team members acquire the appropriate support and training
-Achieve positively to the business strategy and work
-Establish and develop call center and customer care system
-Insure that all staff are aware of the risk management and compliance requirements
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Customers Care Director

April 2018 - October 2018

Aljazira Takaful

Jeddah, Saudi Arabia

I found this job using Bayt.com

April 2018 - October 2018

-Responsible for overall company satisfaction
-Improve customers services experience
-Create customers engagement and facilitate service growth
-Develop company services policy
-Implement and monitor SLAs with all departments and vendors
-Effectively handle all complaints received from different channels
-Receive, attend and follow up in customers inquiries
-Insure that all team members acquire the appropriate support and training
-Achieve positively to the business strategy and work
-Establish and develop call center and customer care system
-Insure that all staff are aware of the risk management and compliance requirements
-Following up on the collection of the monthly contributions
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Certified Trainer

October 2017 - March 2018

Ultimate Progress

Jeddah, Saudi Arabia

October 2017 - March 2018

Train Administration & Soft Skills to Companies Employees
Company industry:
Primary, Prep, & Secondary School
Job role:
Training and Development

Branches Manager

May 2017 - October 2017

Ejada United

Jeddah, Saudi Arabia

May 2017 - October 2017

-Providing the branches with any opportunities.
-Ensure policies and procedures are communicated and followed.
-Building a favorable company image.
-Helping in resolve problems and complaints as they arise
-Guide branches teams to achieve better sales and penetrate properly their area
-Supervision of the direct sales program.
-Arranging for a merchandising and promotional activity.
-Daily manage branches via reports and follow ups
-Placing expenses, customer discounts, and pricing to maintain profit levels.
-Updating the branches with the products knowledge.
-Insure that the branches understand the products applications.
-Assign and directs all work performed in the branches and supervises all areas of operation in accordance with established company.
-Creates a culture and a team that works together to meet customer needs and achieve desired results.
-Periodically evaluates the performance of branch personnel, develop goals and objectives.
-Promote an environment of empowerment, respect, and trust while holding team members accountable for their actions.
-Periodic branches managers meetings.
-Complete and submit in a timely manner all necessary paperwork regarding personnel, accounting, accounts payable, etc.
-Manages workflow to assist staff in balancing priorities.
-Ensuring that all work is accomplished with an appropriate sense of urgency.
-Coordinate annual inventory and manage branches inventory status
-Ensures facility is maintained
-Providing an emergency plan if needed.
Company industry:
Other Business Support Services
Job role:
Sales

Branches Manager

July 2014 - September 2016

Team Time

Jeddah, Saudi Arabia

July 2014 - September 2016

- Providing the branches with any opportunities.
- Ensure policies and procedures are communicated and - followed.
- Building a favorable company image.
- Helping in resolve problems and complaints as they arise
- Guide branches teams to achieve better sales and penetrate properly their area
- Supervision of the direct sales program.
- Arranging for a merchandising and promotional activity.
- Daily manage branches via reports and follow ups
- Placing expenses, customer discounts, and pricing to maintain profit levels.
- Updating the branches with the products knowledge.
- Insure that the branches understand the products applications.
- Assign and directs all work performed in the branches and supervises all areas of operation in accordance with established company.
- Creates a culture and a team that works together to meet customer needs and achieve desired results.
- Periodically evaluates the performance of branch personnel, -develop goals and objectives.
- Promote an environment of empowerment, respect, and trust while holding team members accountable for their actions.
Company industry:
Business Support Services
Job role:
Management

Head - Marketing & Sales

January 2014 - July 2014

Dr. Erfan & Bagedo General Hospital

Jeddah, Saudi Arabia

January 2014 - July 2014

- Formulate, direct and coordinate Marketing activities and policies to promote services.
- Identify, develop or evaluate marketing strategy, based on knowledge of establishment objectives, Marketing characteristics, cost and markup factors
- Direct the hiring, training, performance evaluation of marketing and sales staff of their daily activities
- Evaluate the financial aspects of the services development
- Develop pricing strategies, balancing the hospital objectives and customers satisfactions
- Initiate marketing research studies
- Forecasting & strategic planning to ensure the sales and profitability of services
- Participating in hospital committee functions as assigned
- Effectively interacts with various levels of managements
- Recommend modifications to services processes
- Managing the promotional activities
- Interacting with media and press
- Organizing symposiums, conferences and medical lectures
Company industry:
Medical Clinic
Job role:
Marketing and PR

Property Manager ( General Manager - Roshana Altahlia Center )

June 2012 - December 2013

Saqifat Al Safa

Jeddah, Saudi Arabia

June 2012 - December 2013

- Working on promoting the company services to offer its services to new customers and making deals for new projects
- Running the new business with the best experience
- Preparing the offers and the contracts
- Hiring the capable people
- Coordinating between the owners and the representatives
- Following up on business and payments
- Setting up the plans
- Following up with the marketing companies for the business use
- Getting the best price from the maintenance, cleanliness and security providers.
- Periodic visits for the existing projects
- Periodic reports
- Staff evaluation
Company industry:
Real Estate
Job role:
Management

Senior Department Manager ( Operations & Social Responsibility )

April 2011 - March 2012

Homex

Jeddah, Saudi Arabia

April 2011 - March 2012

- Following up on collections for housing in a timely manner
- Sharing best practices found in the most successful branches
- Negotiating with mortgage lenders and banks to get the best response times for the branches
- Generating a weekly cash flow programs
- Pushing sales and housing areas so that they deliver the raw materials needed for clients and housing developments
- Following up on all processes and sub processes
- Establishing rules and procedures for promotion and publicity expenses in branches
- Complying with budgets in accordance to commitment to sales force
- Establishing rules, parameters, and sales policies to start the sales process.
- Looking after the community service in each project by applying the best solutions via the social responsibility
- Handled Marketing materials & Marketing research
Company industry:
Real Estate
Job role:
Sales

Relationship Manager

July 2009 - March 2011

National Commecial Bank - Small Business Department (Long Guarantee Program – برنامج كفالة)

Jeddah, Saudi Arabia

July 2009 - March 2011

- Credit Facilities study regarding trade finance, letter of guarantee & letter of credit
- Customers ( Small Establishments - 20 million SR sales per year ) Acquisition
- Offer Financial advisory services
- Maintaining clients portfolio
- Clients Debts Collection
Company industry:
Banking
Job role:
Sales

Relationship Manager ( Companies payroll )

September 2006 - June 2009

National Commercial Bank

Jeddah, Saudi Arabia

September 2006 - June 2009

- Meet ongoing customer service needs & requirements to ensuring full satisfaction
- Complying with all bank regulatory and procedures.
- Maintaining all client data regarding inquiries and complaints in the system for account planning and development
- Promote teamwork with peers & and other NCB partners
- Networking with other NCB customer support units
- Lead and manage service delivery for our client
- Set and agree quality standards in terms of processing times, response time and issue resolution.
- Prepare quality policies and procedures for the department and communicate to all relevant employees
- Champion understanding of our customers base through reviewing feedback on service quality, take appropriate action and communicate to the concern individuals.
- Investigate and address all significant customer complaint and quality services issues
Company industry:
Banking
Job role:
Sales

Payroll assistance manager / Segment manager

September 2004 - October 2006

National Commercial Bank

Jeddah, Saudi Arabia

September 2004 - October 2006

- Customers' management.
- Customers' satisfaction.
- Communicate with customers, management, internal departments and vendors to coordinate overall marketing effort in accordance with corporate goals.
- Managing government sector payroll business.
- Sales plan arrangement.
- Supporting payroll sales.
- Managing direct sales to sell inside the employers' locations during any event.
- Conducted a regular branch visits to better understanding front office & customers' behavior toward the products' features & criteria.
- Business alignment with research department to focus on certain segments.
- Developed salary transfer process to ease payroll shifting to NCB.
- Participated in credit operation & legal matters.
- Developed below the line (BTL) sub-major promotions to different sectors.
- Specified & aligned business objectives for all above the line (ATL) campaigns in relation with the business customers.
Company industry:
Banking
Job role:
Marketing and PR

Upscale Program Manager Assistance / Operation Manager

October 2003 - August 2004

National Commercial Bank

Jeddah, Saudi Arabia

October 2003 - August 2004

- Managing the Wessam (Upscale) gifts program.
- Managing all Al Wessam (Upscale) customers coding.
- Managing all Al Wessam (Upscale) internal process.
- Periodic lecturing of new recruits about Al Wessam program.
- Planning, developing and executing of various projects
- Recuring meetings with branch mangers to find out what is the wessam customers problems & needs
Company industry:
Banking
Job role:
Marketing and PR

Upscale Marketing Officer

October 2001 - September 2003

National Commercial Bank

Jeddah, Saudi Arabia

October 2001 - September 2003

- Developing quarterly special offers for Al Wessam (upscale) customers.
- Working and aligning with agency on media and
co-coordinating advertising campaigns.
- Organizing and executing of exhibitions and some Wessam conferences
Company industry:
Banking
Job role:
Marketing and PR

Studies Analyzer

March 2002 - June 2002

Saudi Football Development Committee

Jeddah, Saudi Arabia

March 2002 - June 2002

Studies on how to develop saudi football System by using an internet, magazines, news papers, research etc...
Company industry:
Project & Construction Planning
Job role:
Research and Development

Phone Banking Supervisor

August 1999 - September 2001

National Commercial Bank

Jeddah, Saudi Arabia

August 1999 - September 2001

Managing teamwork.
Communicating with other departments and branches to ensure prompt and solved customer complaints.
Company industry:
Banking
Job role:
Customer Service and Call Center

Phone Panking Customer Services

June 1998 - July 1999

National Commercial Bank

Jeddah, Saudi Arabia

June 1998 - July 1999

Solving all customer complaints by phone (Toll Free).
Company industry:
Banking
Job role:
Customer Service and Call Center

Credit Analyst

October 1997 - June 1998

National Commercial Bank

Jeddah, Saudi Arabia

October 1997 - June 1998

Providing companies with facilities by making a credit studies.
Company industry:
Banking
Job role:
Finance and Investment

Electrical Engineer

October 1996 - February 1997

Arabia Electric Limited Company (SIEMENS)

Jeddah, Saudi Arabia

October 1996 - February 1997

- Conducting the maintenance of siemens equipments in all the saudi hospitals.
- Installing siemens equipments in hospitals.
Company industry:
General Engineering Consultancy
Job role:
Electrical Engineering

Sales Representative

August 1989 - August 1991

Ahmed Hassan Fitaihi Company Limited

Jeddah, Saudi Arabia

August 1989 - August 1991

Sales Representative in fitaihi center during summer of 89, 90 & 91. Selling crystals, gifts, wedding candies & dinner sets.
Company industry:
Other Business Support Services
Job role:
Sales

Education

National Commercial bank

February 2011

February 2011

Diploma, Problem Solving & Decision Making

Saudi Arabia

National Commercial Bank

December 2010

December 2010

Diploma, Communication Skills

Saudi Arabia

National Commercial Bank

November 2010

November 2010

Diploma, Negotiation Skills

Saudi Arabia

The Institute of Banking

June 2010

June 2010

Diploma, Recovery & Remedial Management

Saudi Arabia

Institute of banking

February 2010

February 2010

Diploma, Financial accounting

Saudi Arabia

National commercial bank

December 2009

December 2009

Diploma, Coaching to Improve Performance

Saudi Arabia

Coaching to Improve Performance

Next Up training Center

November 2009

November 2009

Diploma, Trainers performance development

Saudi Arabia

Trainers performance development ( 6 certificates from / European College, European Training Institute, Global NLP Training & Consulting Community , The American Board of Neuro -Linguistic Programming, Self Development & Development Training Attendance Certificate )

National Commercial Bank

June 2009

June 2009

Diploma, Emotional Intelligence

Saudi Arabia

National Commercial Bank

May 2008

May 2008

Diploma, Project Management

Saudi Arabia

Institute for International Research ( IIR )

June 2005

June 2005

Diploma, Successfully using data for business analysis

United Arab Emirates

Using microsoft excell equations for business decision

Institute for International Research ( IIR )

October 2003

October 2003

Diploma, ·Essentials of Developing a Marketing Plan

United Arab Emirates

Traco Institute of Computer Training

April 2003

April 2003

Diploma, Microsoft Excel 2000 Proficiency

Saudi Arabia

Institute for International Research ( IIR )

October 2002

October 2002

Diploma, Brand Positioning

United Arab Emirates

Institute for International Research ( IIR )

September 2002

September 2002

Diploma, Product Launching

United Arab Emirates

Brain Power

September 2002

September 2002

Diploma, Improving Interpersonal & Business Relationships

Saudi Arabia

The Institute of Banking

May 2002

May 2002

Diploma, Fundamental Concepts of Marketing

Saudi Arabia

National Commercial Bank

May 2000

May 2000

Diploma, Supervisory Skills

Saudi Arabia

National Commercial Bank

April 2000

April 2000

Diploma, NCB Credit Cards Products & Services

Saudi Arabia

The Institute of Banking

July 1997

July 1997

Diploma, Introduction to Bank Lending

Saudi Arabia

National Commercial Bank

May 1997

May 1997

Diploma, Relation Between Credit & Trade Business

Saudi Arabia

National Commercial Bank

March 1997

March 1997

Diploma, § Participation in Corporate & Institutional Banking Division

Saudi Arabia

Jeddah Training Center

January 1997

January 1997

Diploma, Computer for Business Application

Saudi Arabia

National Commercial Bank

January 1997

January 1997

Diploma, Introduction to Banking

Saudi Arabia

Dr. Erfan & Bagedo General Hospital

January 1996

January 1996

Diploma, Medical Equipments Maintenance Training

Saudi Arabia

King Abdul Aziz University

July 1995

July 1995

Bachelor's degree, Electrical Engineer

Saudi Arabia

GPA (point): 2.22 out of 5

GPA (point): 2.22 out of 5

i am a bio medical engineer
View attachment

Al-Hikma Medical Supplies & Services Co., Ltd

September 1994

September 1994

Diploma, Medical Equipments Maintenance Training

Saudi Arabia

King's School of English

September 1993

September 1993

Diploma, General english

United Kingdom

Study & Practice in : 1 – Comprehension of Spoken & Written English 2 – Vocabulary & Grammatical Structure 3 – Conversational Skills 4 – Pronunciation & Intonation

Tihama Interscope Training Center

August 1990

August 1990

Diploma, English Course

Saudi Arabia

Speech, Grammer & Talking

Sakher Center for Training

February 1990

February 1990

Diploma, Sakher Computer Basics & programming.

Saudi Arabia

Corporate Training & Development

October 1987

October 1987

Diploma, General English

Saudi Arabia

Speech, Grammer & Talking

Skills

Training
Expert
Training
Expert
Sales
Expert
Sales
Expert
Marketing
Expert
Marketing
Expert
Strategising
Expert
Strategising
Expert
Bank Relations
Expert
Bank Relations
Expert
Managed multiple projects at once in a team environment.
Expert
Managed multiple projects at once in a team environment.
Expert
· Able to convey an atmosphere of support to my staff
Expert
· Able to convey an atmosphere of support to my staff
Expert
· Can manage and work with high level of responsibilities.
Expert
· Can manage and work with high level of responsibilities.
Expert
·Effective knowledge in marketing
Expert
·Effective knowledge in marketing
Expert
· Business application knowledge in software (Word, Excel & Power Point).
Expert
· Business application knowledge in software (Word, Excel & Power Point).
Expert
·Able to convey messages to people.
Expert
·Able to convey messages to people.
Expert
·Strong on follow-up and handling customer complaints
Expert
·Strong on follow-up and handling customer complaints
Expert
• Lecturer at National commercial bank training center – Banking induction program
Expert
• Lecturer at National commercial bank training center – Banking induction program
Expert
• Volunteer at the National Commercial Bank community services program as a lecturer introducing the
Expert
• Volunteer at the National Commercial Bank community services program as a lecturer introducing the
Expert
• Volunteer at the National Commercial Bank Ambassador Program as a facilitator
Expert
• Volunteer at the National Commercial Bank Ambassador Program as a facilitator
Expert
• Certified trainer from technical education and vocational training corporation
Expert
• Certified trainer from technical education and vocational training corporation
Expert
Training
Expert
Training
Expert
Sales
Expert
Sales
Expert
Marketing
Expert
Marketing
Expert
Strategising
Expert
Strategising
Expert
Bank Relations
Expert
Bank Relations
Expert

Languages

Arabic
Expert
English
Expert

Memberships

National Commercial Bank

Lecturer at National commercial bank training center – Banking induction program

January 2002

National Commercial Bank

Volunteer at the community services program as a lecturer introducing Special programs to schools

January 2007

National Commercial Bank

Volunteer at the National Commercial Bank Ambassador Program as a facilitator

January 2008

National Commercial Bank

Head of Coaching committee ( Coaching trainees how to decide effectively )

January 2009