Challenged with overall responsibility to formulate Aramco’s new notifications and projects for Maintenance Division. Expertly handled evolving challenges related with SAP to release, close and cancel (if required) projects and work orders.
Proved instrumental in updating labor costs and sharing with division head, steered efforts towards dispatching and transferring troubleshooting queries as per the areas and crafts. Structured processes improving stretching strategies covering southern areas like Riyadh, Haradh, Howtah, Khurais, Udhailiyah and Abqaiq. Initiated conversion process of projects into workflows once signed by the advocate.
Key Accomplishments:
• Exercised hands-on approach to Process maintenance work orders and making sure, they are executed properly.
• Delivered sterling support to civil, electrical, and cost control engineers to ensure maintenance project in-line with client’s needs.
• Expertly maintained timesheet entries for Saudi Aramco base crew for the whole work control maintenance division.

Demonstrated analytical expertise needed to methodically handle escalated calls and providing 1st Level Technical Support to end-users.
Held bottom-line accountability for educating end-users on iPass Global Wifi service. Facilitated the process of installing iPass Android, Windows and IOS application and trained the end user about the whole process.
Key Accomplishments:
• Initiated adequate systems and internal controls to manage and monitor Wifi Networks & Coordinate with Vendors.
• With a focus towards continuous improvement; configured and managed available SSD’s to seamlessly operate process.

Generated and assessed internal and external quality reports for management staff review, shared core information to all stakeholders as well as delivered and accommodated constructive opinion and feedback to customers support team leaders and managers.
Demonstrated superb capability in documenting and ensuring compliance of policies and procedures. Acknowledged for designing, strategic, creative solutions and turning around poorly performing teams and departments, guiding them to success. Expertly performed duties as a strategic overlay to facilitate call calibration sessions for call center staff with Client and CEO. Strengthened audit and compliance functions by leading the assurance role to identify and categorize staff members as target achievers and non-achievers.
Key Accomplishments:
• Utilized “leading from the front” management style as a leader for restoring team morale and instituting a strong transparent communication channels that built and sustain trust as well as develop ardent-business approach in staff.
• Identified areas of improvement and opportunities to upgrade quality standards within management processes and systems, designed recruitment procedures and policies to ensure recruitment of qualified and efficient employees for the organization
• With tendency to thrive in fast-paced business environment; identified needs and designed training sessions for the new hires and mentored on technical aspects, communication skills, application of knowledge, and problem-solving abilities.
• Utilized a diplomatic leadership style as a foundation for directing project operations, resulting in successful achievement of KPIs.
• Developed quality standards for all work aspects of the organization, carried out decisions to investigate/resolve data quality issues.

Entrusted with the responsibility of propelling strategic initiatives and credited for effectively interacting and supporting potential customers by responding product and service enquires; suggesting information about other products and services.
Initiated customer-focused culture to ensure optimum retention of customers while mitigating competition and achieving sales forecasts, swiftly responded to product/service related clients’ complaints; conducted root-cause analysis; selected and explained the best solution to solve the problem; and ensured expedited correction or adjustment. Updated financial accounts by processing customer adjustments.
Key Accomplishments:
• Utilized acute industry experience to identify client needs through gathering feedback; established as well as analyzed adequate products/services or solutions to ensure appropriateness, effectiveness, efficiency, and client satisfaction.
• Achieved and surpassed customer satisfaction through CSI improvement by customer feedback and counter measures.
• Built collaborative rapport with clients and with channel partners to review concerns and deliver solutions.

Provided Technical Support & Consulting for 15 other Major Prepaid Debit Card Clients e.g. (Swagg (iPhone Users), Fleet, EA Sports, Facecard, Discover, Visa, MasterCard etc.) which are included in the Fortune 500 as well.
Stellar role to deliver technical support, Client Service and Consulting for Western Union prepaid debit card launch.Maintained an email support with a run time response of 40secs and validating transactions on a daily basis.
Key Accomplishments:
• Played a major role in the success of the business; maintained the high-level security with Cardholder’s profiles within MCP (My Card Place) database and analyze any fraudulent activities on the accounts.
• Established effective communication to follow up with the Bank when required for ACH transfers onto the prepaid accounts and providing issue tracking, resolving customer concerns and providing resolutions.

• Worked on a project for TCM (Total Call Mobile) a partner cellular carrier with Sprint.
• Managed team shifts and schedule adherence.
• Account creation for postpaid customers and prepaid customers.
• Helping troubleshooting customers with Technical issues i.e. checking coverage areas, Signal detections, helping troubleshoot customers.
• Eliminating bottle necks that could affect average service level time and maintain FCR on each call received.
• Handled escalated concerns of different situations of customers and maintained quality as well as professional customer service.
• Helping customers transfer balance and let them know about balance inquiries.
• Coordinated with QA department to make sure the team is sharply focused on the set KPI’S.
• Coaching and keeping team motivated that all service levels are met and the KPI’s are focused each and every time.
• Recruitment of additional resources when needed.
• Following up on customers with Technical issues mainly programming of the network and phones.

• Lead a project called V2T for SpinVox (Transcribing Voice to text) for AT&T and T-Mobile carriers.
• Supervised a team of 50+ agents as it was a large data center with maximum efficiency and met targets with minimum margin of error.
• Self-transcription accuracy and quality was ending with a 98% percentile while managing the project.
• Managed and increased the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Oversaw overall financial management, planning, systems and controls.
• Direct reporting of quality issues (if any) and all Operations issues on a daily basis to the CEO.
• Hired Team members and monitored their progress throughout their growth.
• Managed the team’s Infrastructure to motivate towards the set Goals and keep their spirits high and focused on their KPI’s.
• Making sure the team I have is up to the mark and has the minimum margin of error and is always on the target and make sure to provide feedback to my team by rewarding and appreciation through recognition.
• A demonstrated commitment to high professional ethical standards and a diverse workplace