Saad AlGhamdi

General Manager - Contact Center at Alrajhi Bank

• Saudi Arabia - Riyadh
• My current job since December 2019

Vice President - Head of Contact Center Department at Riyad Bank

• Saudi Arabia - Riyadh
• June 2019 to December 2019

Senior Manager, Contact Centre at SABB

• Saudi Arabia - Riyadh
• June 2015 to May 2019

*Responsible to manage all inbound call centers across country.
*Manage day to day operations.
*Enhance customer experience.
*Ensure that inbound section is meeting desired KPI's.
*Maintain service level.
*Improve quality of service while managing cost and efficiency.
*Improve FCR and NCA.
*Ensure that every contact is a unique experience by applying different methods to measure customers satisfaction.
*Driving change effectively.
*Automate services through different channels to reduce calls that goes to agents.
*Maintain staff satisfaction by conducting annual survey then to come up with action plan for aspects that scored lowest grades.
*Developing IVR and conduct health-check periodically to ensure that functions working properly.
*Manage short, long-term projects effectively.
*Developing staff by setting annual training plan in coordination with training dept.

Inbound Section Manager, Call Centers at Saudi Telecom Company

• Saudi Arabia - Riyadh
• June 2014 to June 2015

*Heading inbound call centers for GSM technology at STC.
*Responsible to manage around 1200 agents.
*Manage day to day activities.
*Ensure that inbound section are meeting desired KPI's.
*Maintain service level.
*Improve quality of service while managing cost and efficiency.
*Ensure that every contact is a unique experience.

Manager, Customer Technical Support at GO - Etihad Atheeb Telecom

• Saudi Arabia - Riyadh
• January 2013 to June 2014

 Responsible for all types of deferred transactions in customer care dept. (trouble tickets, offline email, social media and fax).
 Responsible for face to face customer service units cross country.
 Ensure that all logged complaints through ticketing system are processed with 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.
 Ensure teams are performing in accordance to defined KPI’s.
 Ensure that staff KPI’s are efficient and support units to achieve their objectives.
 Handling customer care projects.
 Single point of contact for customer care dept. inter-departmental.
 Responsible of all types of complaints that related to end-users and distributors.
 Planning and management of change, setting and implementing the strategic agenda for the units, working closely with dept. director.
 Coaching and motivating staff to ensure retention and optimum performance. Identify on-going training needs.
 Optimizing available resources (human/ tools) in order to increase efficiency and reduce costs.
 Organizing staffing, including shift patterns and the number of staff required to meet demand.
 Ensure that all units’ reports are delivered in timely manner, sufficient and covering primary aspects.
 Monthly performance report review.
 Setting annual training plan according to department/ staff needs.
 Ensure ongoing compliance with current company strategic plans and directions.
 Develop and manage subordinates, in accordance with current HRM systems and processes, including PDR processes for direct reports and objective setting.
 Ensure customer satisfaction and loyalty.
 Conduct periodical review for customer related processes to ensure that effective and sufficient as intended and identify area of gaps that require appropriate processes.
 Staff empowerment in terms of needed tools and required access in order to facilitate their work and solve customer complaints from first time.
 Ensure measuring staff satisfaction periodically and come up with action plans that help to increase their loyalty and satisfaction.
 Applying best practices that ensure maximum level of customer satisfaction.

Contact Center Manager at GO - Etihad Atheeb Telecom

• Saudi Arabia - Riyadh
• December 2011 to January 2013

 Managing contact centers operation day to day.
 Maintain staff turnover.
 Maintain service level.
 Maintain staff attrition.
 Improve FCR percentage.
 Improve quality.
 Increase customer satisfaction.
 IVR development.
 Vendor management.
 Maintaining employee satisfaction.
 Enhance customer experience.
 Guarantee employee development and getting required training.
 Reduce volume of inbound calls by implementing self services approach.
 Planning & development.
 Setting department strategic goals & targets.
 Ensure that provided products & service to customer alignment with market.
 Ensure staffing required numbers of employee to face expected demand.
 Design incentive scheme and revise it from time to time in order to insure reflection on dept. KPI's positively and targeting desired results.
 Ensure those current staff schedules are balancing business needs and people.
 Maintain staff utilization.
 Staff recognition.

Contact Center Senior Supervisor at Etihad Eitisalat (Mobily)

• Saudi Arabia - Jeddah
• November 2006 to November 2011

 Leading team members to achieve KPI’s.
 Improve team quality.
 Conduct one on one monthly meeting to deliver feedback and set action plan.
 Managing operation day to day.
 Queue monitoring.
 Real time performance monitoring.
 Supervision.
 Maintain service level.
 Ensure knowledge delivery among team members.
 Ensure knowledge validity of team members.
 Escalate customer complaints to concerned teams.
 Arrange team monthly meeting to review pervious period performance results.
 Coaching agent.
 Observation inbounds calls & out bound calls to correct any miss or wrong info on the spot.
 Review daily performance for correction purpose.
 Reporting global issue concerned parties.
 Motivate team to obtain outstanding performance.
 Improve Team FCR.
 Handle hard calls.
 Raising customers’ suggestions and recommendations to management.

Contact Center Representative at Etihad Etisalat (Mobily)

• Saudi Arabia - Jeddah
• November 2005 to November 2006

 Answering customers through unified number for customer care 1100.
 Answer customer inquiries & provide them full information about company products and promotions.
 Cross selling.
 Provide needed help for customers in case they need help.
 Maintain AHT to be within threshold at end of day.
 Provide best quality during serving our customers.
 Follow up with customers whom facing problem till problem get resolved.
 Escalate customers’ complaints to concerned parties.
 Report problems & complaints to floor supervisor.