wael M.
Junior Customer Service Manager
Open to offersNew to PlatformAbout
Wael M. is a strategic and results-driven professional with extensive expertise in Performance Management, Strategic Planning, and Operations Management. Currently, he serves as the Director of the Customer Service and Maintenance Department at Sulaiman Al Bassam Trading Co. In this role, he has lead the department towards achieving over 98% service uptime and improved client satisfaction scores by 20%. Previously, as a Senior Central Archives Officer at the National Business Solutions Company, Bank Albilad, Wael orchestrated the management of over 10,000 documents annually, achieving a 100% timely and accurate archiving process. He has also made significant contributions in the telecommunications sector with Mobily, where he consistently exceeded sales targets and was recognized for his performance. His previous experience includes managing procurement applications across multiple countries and spearheading marketing initiatives that resulted in substantial growth. Wael holds a Bachelor’s Degree in Management Information Systems and is certified in Project Management Professional (PMP).
Experience
Director of Customer Service and Maintenance Department
Sulaiman Al Bassam Trading Co · 2020 — PresentOversaw the Customer Service and Maintenance Department, ensuring high service uptime and quality delivery. Developed and executed customer service strategies to enhance client satisfaction and retention. Managed maintenance operations, ensuring timely completion of maintenance tasks. Established service standards, KPIs, and performance metrics to elevate team productivity. Addressed escalated customer complaints, achieving high resolution rates on first contact. Coordinated with internal departments and external vendors to enhance service delivery. Optimized workflows and maintenance processes to improve response times. Controlled department budgets, implementing cost-saving initiatives.Senior Central Archives Officer
National Business Solutions Company, Bank Albilad · 2015 — 2019Managed the receipt and processing of operational documents from Enjaz and Bank Albilad branches, ensuring timely and accurate archiving. Maintained centralized records for over 10,000 documents annually in alignment with approved archiving systems. Evaluated incoming documents for completeness and accuracy, decreasing archiving errors. Worked closely with branch teams to streamline document flow and resolve discrepancies. Provided support to internal departments to facilitate document retrieval. Ensured compliance with bank policies on document retention and data confidentiality. Contributed to enhancing archiving procedures to improve operational efficiency. Utilized electronic archiving systems to manage and track records effectively. Supported audit and compliance activities by organizing required documentation.Marketing and Sales Executive – FTTH
National Business Solutions Company, Mobily · 2013 — 2015Surpassed sales targets consistently, achieving recognition as a top-performing sales executive. Advanced to the Transformational Quality Department due to high performance. Promoted FTTH solutions by assessing customer needs and presenting tailored offerings. Strengthened customer relationships through ongoing communication and follow-up. Provided feedback on quality improvement initiatives to reduce service issues. Played a role in overall revenue growth by maintaining a strong sales pipeline and closing significant deals.Procurement Officer
Alsaif Trading Agencies Co · 2012 — 2013Handled the submission of procurement applications to international factories, ensuring accurate preparation and timely dispatch. Monitored supplier progress and provided updates to internal teams. Verified compliance with company standards during supplier activities. Coordinated procurement processes from application to shipping, ensuring on-time delivery. Maintained records of communications and shipment statuses to improve reporting efficiency. Collaborated with logistics and customs teams to facilitate smooth import and shipping processes.Marketing & Sales Officer
Jussor Al Ofoq Co., Riyadh, Saudi Arabia · 2012 — 2012Managed and coordinated marketing, advertising, and promotional activities with a team of staff members. Conducted market research to identify customer needs and trends. Analyzed insights and competitor activity to improve campaign targeting. Developed marketing plans for new and existing products, boosting product awareness. Optimized marketing plan productivity to ensure timely delivery of projects, improving ROI.IT Officer
IT Department, Telematics' Co. ltd, Khartoum, Sudan · 2009 — 2011nullProgram Management Unit Coordinator
Ministry of Energy & Mining, Sudan · 2008 — 2009null
Skills & Expertise
Education
- Bachelor’s Degree in Management Information SystemsBayan Collage for Science & Technology · — — 2007
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