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Sultan Alqahtani, Customer Operations & Strategy Consultant

Sultan Alqahtani

Customer Operations & Strategy Consultant·China Insights Consulting

Saudi Arabia

Master's degree, Customer Experience

Work experience

Total years of experience: 8 years, 1 months

Customer Operations & Strategy Consultant

June 2025 - Present

China Insights Consulting

Riyadh, Saudi Arabia

June 2025 - Present

• Architected SOP frameworks for international businesses entering KSA, reducing operational ambiguity and
accelerating time-to-market.
• D
buessiingensesde c
su. lturally aligned CX journeys generating 15-20% conversion rate improvement across three client
• Built data-driven decision frameworks generating 10-15% operational cost savings per engagement.
• Contributed to 25%+ revenue growth across three clients through market entry and localization strategy.
Company industry:
Business Consultancy Services

Service Operations Lead

May 2025 - September 2025

JD Logistics (Jingdong)

Riyadh, Saudi Arabia

May 2025 - September 2025

• Designed scalable service excellence framework reducing training time by 40%.
• Established cross-department collaboration model cutting issue resolution time by 25%.
• Implemented predictive analytics to anticipate service disruptions before customer impact.
• Built structured customer feedback loops connecting logistics operations to real-time insight.
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Management

Partners Operations & Product Adoption Manager

February 2025 - June 2025

Alaan (Fintech)

Riyadh, Saudi Arabia

February 2025 - June 2025

by CEO for process innovation and cultural localization
• Led Saudi market entry through end-to-end onboarding, client success, and relationship management.
• Drove 57% conversion of targeted leads to loyal accounts through localized GTM execution.
• Initiated automation initiative achieving 100% card activation — from broken process to flawless launch.
• Managed critical launch incidents in real time, ensuring operational continuity during go-live.
Company industry:
Financial Services

Merchants & Product Operations Strategist

December 2024 - February 2025

Zid (eCommerce Platform)

Riyadh, Saudi Arabia

December 2024 - February 2025

Recognized by Founder/CGO Mazen Aldarrab for exceptional performance
• Identified 3 core merchant pain points through VoC analysis, driving platform improvements that reduced churn by
17% in 45 days.
• Maintained 99.3% SLA adherence during peak season while managing complex merchant escalations.
• Reduced critical issue resolution time by 40% through escalation matrix redesign.
• Improved merchant time-to-value by 15% through activation process optimization.
Company industry:
Software Development

Sr. Customer Operations Analyst

April 2023 - November 2024

Amazon

Riyadh, Saudi Arabia

April 2023 - November 2024

• Increased defect identification efficiency by 30% through localized ticketing system implementation across 4
international regions.
• Contributed to 18% CSAT uplift through systematic root cause analysis of experience failures.
• Mentored 12 junior associates while maintaining 95%+ SLA compliance.
Company industry:
Internet & E-commerce
Job role:
Information Technology

Customer Operations & Service Team Lead

September 2019 - March 2023

LG Electronics

Riyadh, Saudi Arabia

September 2019 - March 2023

• Reduced complaint resolution time by 30% through end-to-end service process redesign and team enablement.
• Built executive dashboards that directly influenced CX strategy and cross-department decision-making.
• Launched Voice of Customer program identifying 5 major product improvement opportunities.
• Established service protocols adopted as company-wide benchmarks.
Company industry:
Industrial Production

Customer Relations Coordinator

February 2020 - December 2020

Golden View Real Estate

Riyadh, Saudi Arabia

February 2020 - December 2020

Company industry:
Real Estate
Job role:
Customer Service and Call Center

CRM Associate

March 2018 - June 2019

McDonald’s USA

Jacksonville Beach, United States

March 2018 - June 2019

Company industry:
Food & Beverage Production
Job role:
Customer Service and Call Center

Education

Glasgow Caledonian University

December 2024

December 2024

Master's degree, Customer Experience

United Kingdom

GPA (rating): Excellent

GPA (rating): Excellent

Customer Experience from Glasgow Caledonian University is considered to be the best and only educational program that offers an educational degree in this field of business.

Imam Mohammed Bin Saud University

January 2023

January 2023

Bachelor's degree, Communication Psychology

Saudi Arabia

Florida State University

January 2019

January 2019

High school or equivalent, Industrial & Organizational Psychology

United States

Skills

Brand Loyalty
Expert
Brand Loyalty
Expert
Strategic Insight
Expert
Strategic Insight
Expert
Experience Design
Expert
Experience Design
Expert
Business Expansion
Expert
Business Expansion
Expert
Growth Planning
Expert
Growth Planning
Expert
Brand Perceptual Experience | تصميم تجربة إدراكية
Expert
Brand Perceptual Experience | تصميم تجربة إدراكية
Expert
Behavioral Economics Art | فن الإقتصاد السلوكي
Expert
Behavioral Economics Art | فن الإقتصاد السلوكي
Expert
Complex Scenario Planning | تخطيط بمحاكاة السيناريوهات المعقدة
Expert
Complex Scenario Planning | تخطيط بمحاكاة السيناريوهات المعقدة
Expert
Growth & Revenue Obsessed | مهووس النمو والإيرادات
Expert
Growth & Revenue Obsessed | مهووس النمو والإيرادات
Expert
Customer Journey Mapping | خريطة رحلة العميل
Expert
Customer Journey Mapping | خريطة رحلة العميل
Expert
Client Segmentation | تحليل وتصنيف العملاء
Expert
Client Segmentation | تحليل وتصنيف العملاء
Expert
Go-To-Market Strategy | استراتيجية دخول السوق
Expert
Go-To-Market Strategy | استراتيجية دخول السوق
Expert
Customer Lifetime Value Analysis | تحليل قيمة العميل الشاملة
Expert
Customer Lifetime Value Analysis | تحليل قيمة العميل الشاملة
Expert
Audience Leverage Campaigns | استغلال امكانيات الجمهور
Expert
Audience Leverage Campaigns | استغلال امكانيات الجمهور
Expert
Predictive Modeling | نمذجة تتنبأ بالإحتمالات
Intermediate
Predictive Modeling | نمذجة تتنبأ بالإحتمالات
Intermediate
Cultural Market Intelligence | الإلمام بثقافة السوق
Expert
Cultural Market Intelligence | الإلمام بثقافة السوق
Expert
Customer Experience Engineering | هندسة تجربة العميل
Expert
Customer Experience Engineering | هندسة تجربة العميل
Expert
Performance Metrics Frameworks | نماذج قياس الآداء
Intermediate
Performance Metrics Frameworks | نماذج قياس الآداء
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CONFLICT MANAGEMENT
Intermediate
CONFLICT MANAGEMENT
Intermediate
DECISION MAKING
Intermediate
DECISION MAKING
Intermediate
E COMMERCE
Intermediate
E COMMERCE
Intermediate
EMPLOYEE ONBOARDING
Intermediate
EMPLOYEE ONBOARDING
Intermediate
GROWTH STRATEGIES
Intermediate
GROWTH STRATEGIES
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
PRODUCT ADOPTION STRATEGIES
Intermediate
PRODUCT ADOPTION STRATEGIES
Intermediate
PRODUCT MANAGEMENT
Intermediate
PRODUCT MANAGEMENT
Intermediate
SOFTWARE DESIGN PATTERNS
Intermediate
SOFTWARE DESIGN PATTERNS
Intermediate
Marketing
Expert
Marketing
Expert
Business Development
Expert
Business Development
Expert
Project Management
Expert
Project Management
Expert
Negotiation
Expert
Negotiation
Expert
Management
Expert
Management
Expert

Social profiles

Github
Github
sultan-portfolio.github.io/SultanPortfolio-/

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
CXAD Customer Experience Associate Designer
CCXP® Certified Customer Experience Professional
Customer Experience Associate Designer
Dec 2024
Certified Customer Experience Professional CCXP
Mar 2025

Hobbies

  • Marketing Campaigns and Scenario Planning
    I identify a business struggling, then design a marketing campaign aimed at addressing their point of pain. I play out the scenarios in my mind, using basic predictive math and logic to conclude the potential outcomes, then filter them to focus on the most realistic, resoaned, and accurate possibility. This allows me to measure my approach, analyze weaknesses and strengths, and refine strategies.
  • Creating Concept Brands
    I create concept brands with full identity, visuals, even values and ideas (just for fun and experimentation). It really contributes to mastering the core principles and basic skills of today’s professional world of business.
  • Learn a new thing
    Once I’ve read this old saying that goes.. Learn something about everything ; and learn everything about something. It really got me committing to a daily habit where I just learn a new thing about a random topic. It could be history, philosophy, quantum physics, or anything that will help you to keep conversations going with others. AND TRUST ME IF YOU DO IT? NO ONE WILL GET BORED AROUND YOU.
  • Debate
    I love to start debating people about their opinions on a topic, and then take sides with the opposite opinion (even if I agree with them) to start a discussion where we try to prove which argument is weak. This actually leads to improving creative thinking, influencing tactics, and argument building.
  • Market Research
    when ever I have a free time ; I love to do a market research on a specific topic
  • Authoring
    Authored a novel actually. It’s about two guys who met each other in a cafe just to find out that they represent the total opposite of each other’s personalities, ideas, interests, and even feelings.