Manager of the Follow-up and Coordination Department – CEO’s Office
National Water Company, Riyadh, KSA
Total years of experience :24 years, 3 Months
Key Responsibilities:
• Deal with various queries and requests received by the office of the CEO from external stakeholders and coordinate with appropriate departments in gathering information/opinions and providing on time and satisfactory responses.
• Monitor actions being taken by various company departments on the referrals made by the CEO and ensure submission of responses within predefined timeframes.
• Coordinate all actions related to correspondence and paperwork received by the office of the CEO starting from sorting and prioritization into categories - very urgent, urgent, important and normal - and follow-through to completion of required actions by concerned departments.
• Support the department manager in reviewing all correspondence/paperwork related to requests for extensions for reaching appropriate decisions on approval/rejection as per company policies and procedures.
• Work closely with various departments and regions of the company in ensuring resolution of all customer issues escalated to the level of the CEO.
• Maintain all office records and documents and prepare periodic reports on ongoing actions for information of the CEO and senior officials.
• Participate in and contribute to the planning and execution of special tasks related to customer service initiated by the office of the CEO
Highlights:
• Recipient of a Certificate of Appreciation for distinguished efforts in resolving customer issues received by the CEO, 2014 and 2015
• Award a Certification of Appreciation for achievements in the office of the CEO, 7 January 2014
• Received a Letter of Thanks
Key Responsibilities:
• Monitored and evaluated quality of work and services rendered to customers by conducting periodic field visits to company branches and customer service centers and identifying and reporting opportunities for improvement and areas of concern to authorized officials of the company.
• Ensured on time completion of all processes, procedures and paperwork adhering to the standards and requirements specified by the office of the CEO.
• Managed the relation of the CEO’s office with VIP clients of NWC including princes, ministers and others assigned by the CEO assuring delivery of superior services and resolution of complaints and issues.
• Enabled smooth functioning of the office of the CEO by executing a variety of administrative tasks as assigned by the departmental managers.
• Coordinated with various company departments and offices and facilitated investigation and resolution of customer complaints and grievances.
• Contributed to the implementation of various action plans to improve performance, productivity and quality of service of the company’s customer service centers and branch offices.
• Served as a member of several committees and as a member of working teams dealing with various cases and investigations of a confidential nature
Highlights:
• Maintained a successful track record of resolving customer complaints in record time.
Key Responsibilities:
• Led a team of field agents and managed the planning and delivery of customer services related to water supply in the Riyadh area.
• Monitored and ensured smooth operations of the water network in the assigned area in close coordination with other technical and administrative teams.
• Liaised and interfaced with customers to identify and assess their requirements and followed up for on time provision of services ensuring complete customer satisfaction.
• Supervised execution of emergency customer services related to repair and maintenance of the water network at the city level in Riyadh.
• Prepared day-to-day work plans, mobilized resources, allocated tasks to field agents and monitored execution assuring on time quality completion of all planned jobs.
• Dealt with customer complaints, problems and issues ensuring prompt investigation, identification of root causes and implementation of appropriate action plans.
• Managed all administrative tasks in the customer service department including documentation and record keeping assuring compliance with company policies and procedures.
Master of Business Administration (MBA), Dar Al Uloom University – KSA, Riyadh (June 2017); GPA: 3.3/4
Bachelor of Business Administration – Marketing, King Abdulaziz University – KSA, Jeddah (May 2007); GPA: 2.62/5
Diploma in Civil Construction, Institute of Technician Controllers – KSA, Riyadh (June 1995); GPA: 83.18/100