Founder and Partner
Road Equipment Trading Co.
Total years of experience :21 years, 8 Months
A Company Established to Sell all Spare Parts for Heavy Equipment Related to Crushing Equipment, Excavators, and Crushers, and Everything Related to Construction and Road Paving.
• Responsible for setting the strategic objectives for the department to align by the organization’s mission, strategy and values.
• Planning for the execution of the objectives thus assigning the resources and rationalizing the cost that is reviewed on annual basis.
• Managing the department performance and trend based on the agreed budget.
• Execution of parallel projects that lead to department objective achievement.
• To produce monthly report for Board detailing:
1. Customer feedback (through End User Satisfaction Surveys)
2. Root cause analysis of customer issues
3. Recommendations for improvements
4. Trend analysis and forecasts.
• Setting the operational team targets for the staff through KPIs formulation.
• Received the customer complaint form and follow up on the "on time response" and the “on time resolution" in coordination with the operations supervisor and the involved different departments.
• Ensure closure of customer’s complaints and analyzing Quarterly the complaints out of the customer satisfaction survey by cause and symptoms and make sure that the corrective actions are taken.
• Take the actions required to implement the end user privacy policy across all the department functions.
• Atheeb Member at the CITC Telecom Provider Periodic Meeting.
• Supervising sales, Ordering inventory from Warehouses, sending sales Reports, Closing the daily budget and Assigning Money to the Collection Department.
• Human Resources - (Handle and supervise all day-to-day people services and process all related transactions).
• Provide advice and guidance and undertake routine inquiries for all employees across the company.
• Prepare weekly and monthly reports, and provide employee information and statistics required for supporting other HR functions.
• Review and analyze Exit interviews and consolidate employees’ feedback on circumstances leading to resignation.
• Medical card requests / review employee’s medical reports / prepare the renewal medical list.
• Write/Record questions in investigations with the employees and follow-up until official letter is delivered to the employee.
• Handling Ex-employee's final papers/Settlements.
• Record / process all employees’ job changes with payroll & employee (promotion, transfer, salary increase, termination, warning, Non-renewal of contract, contract extension).
• Write HR Announcements Arabic/English.
• Perform other duties related to the job as assigned by the direct manager.
• Handling employees’ Complaints, discipline issues and provide appropriate guidance.
• Responsible for all types of deferred transactions in addition to face to face customer service centers across country.
• Ensure that all logged complaints through ticketing system are processed within pre-defined SLA’s.
• Ensure that customer complaints are getting appropriate treatment with aimed quality by auditing sample size of handled transactions.
• Managing units operations day to day efficiently.
• Develops action plans to exceed company standards for productivity, customer service, performance and quality.
• Communicates expectations and inspires performance for work adherence and compliance, work order accuracy, and exceed service level goals; Utilizes reports and other call center technologies to track performance.
• Ensure that staff KPI’s are efficient and support units to achieve desired goals.
• Handling customer care projects.
• Planning and management of change, setting and implementing the strategic agenda for the units, working closely with dept. director.
• Ensure that all units’ reports are delivered in timely manner, sufficient and covering primary aspects.
• Conduct monthly performance review.
• Establishes and communicates the methods for assessing and measuring functional unit and individual performance.
• Enables performance with appropriate coaching, tools, and information. Promotes employee input and on-going development.
• Setting annual training plan according to department/ staff needs.
• Motivates a team, through performance coaching, career planning and setting educational and customer service objectives. Focuses on associate retention and morale.
• Facilitates the routine update of procedures and policies to reflect the evolving requirements of GO.
• Handling the Royal & VIP Customers during the launch.
• Handling the calls follow, SLA, Arranging the Scheduling, Processes, Department Requirements.
• Handling Royal & VIP customers from Creation & Maintaining their Satisfaction & Reporting to Management with the Department follow.
• Deal with VIP Customers.
• Full Explanation of the investment Portfolios.
• The Conclusion of Contracts between the Client and External funds.
• Open internal and external audit Scope and linked to international.
• Maintenance of the assets of Clients and dealing with Professionalism and Experience to gain increased above these Assets
• Develop a plan for sale in the Western Region.
• Training and overall supervision of the sales representatives.
• Open new markets and new customer’s together construction companies.
• Contact factory parts and contracts.
• Achieve the goals of the Plan Marketing and Outreach in a short time.
• Sales Exceed 2 Million in 6 months.
• Capable to perform the work Assigned to me at most Speed and Accuracy.
• The Ability to Deal with all Social patterns welcome and friendship.
• Got the first level of the region for 2004 and 2005.
• Recipient second place at the level of network affiliates to the National Commercial Bank card Balanced Performance in 2006.
• Familiarity with full Mobilization and Maintenance of machines (ATM).
• Acted as operations manger for two months covering.
• Worked within the Special Services Department capable to deal with managers and customers important Relations.
• Worked within the Auditing team for Different Branches.
Holds a BSc Division of Accounting from Cairo University Consent from the Department of Higher Education Missions in Riyadh.