Abdulraheem Mohammed
Riyadh,Saudi Arabia
Summary
Results-driven Quality Assurance professional with a proven track record of building and optimizing quality frameworks, enhancing service standards, and delivering measurable outcomes. Skilled in root cause analysis, process improvement, and team development, with a demonstrated ability to lead impactful initiatives and foster collaboration across departments. Recognized for analytical thinking, problem-solving, and effective communication, consistently driving growth, efficiency, and customer satisfaction. Highly motivated and resourceful, leveraging a strong work ethic to meet organizational goals and elevate service excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Quality Assurance Lead
MRSOOL
02.2019 - Current
- Established the Quality Assurance Function: Built the Customer Care Quality function from scratch, creating frameworks and processes that serve as the foundation for service excellence.
- Enhanced Customer Satisfaction (CSAT): Successfully increased the CSAT score from 58% to 73.2% through innovative initiatives like the Agent Focus Group, targeting agents' soft skills to improve communication and customer interaction.
- Reduced Average Handling Time (AHT): Achieved an AHT of 8 minutes by auditing cases with high AHT, providing immediate and effective recommendations, and following up professionally to ensure sustained improvement.
- Minimized Analyst Variance: Achieved an analyst variance below 2% by consistently monitoring and evaluating analysts' performance, providing tailored coaching sessions, and conducting collaboration sessions to align efforts and improve outcomes.
- Introduced and Implemented Advanced QA Systems: Led the research, selection, and proposal of a suitable QA system (Playvox) and played a pivotal role in its implementation, ensuring seamless knowledge transfer and technical upselling for teams.
- Collaborative Quality Standardization: Partnered with cross-functional teams to standardize quality processes and ensure consistent, exceptional customer support delivery.
- Data-Driven Improvements: Provided senior management with detailed quality reports and actionable insights, enabling data-informed decision-making and continuous improvement
- Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
- Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.
Root Cause Analysis Lead
MRSOOL
12.2020 - Current
- Developed RCA Function from Scratch: Established the Root Cause Analysis (RCA) function to address operational inefficiencies and customer challenges effectively.
- Designed a Comprehensive RCA Framework: Built a structured approach to identifying the root causes of recurring issues, resulting in a significant reduction in customer complaints.
- Collaborated Across Teams: Partnered with leadership and operational teams to implement corrective actions, leading to measurable improvements in service delivery.
- Integrated RCA into Business Strategy: Established RCA as a critical business function by presenting findings to senior management, influencing long-term strategic planning.
- Leveraged Data-Driven Insights: Championed the use of analytics to enable proactive issue resolution and drive sustainable operational improvements.
Customer Experience Lead
MRSOOL
05.2023 - 06.2024
- Established the Customer Experience Team: Designed the team's structure, processes, and strategies from scratch, creating a foundation for customer-centric excellence.
- Enhanced the Customer Journey: Analyzed customer feedback to develop initiatives that improved the customer experience and exceeded satisfaction benchmarks.
- Developed a High-Performance Culture: Mentored and developed team members to foster a customer-centric and high-performance work environment.
- Collaborated to Address Pain Points: Partnered with cross-departmental teams to streamline workflows, resolve pain points, and improve customer retention.
- Influenced Strategic Decisions: Delivered detailed performance reviews and insights to senior leadership, driving customer-focused innovation and shaping organizational strategies.
Compensation Specialist
MRSOOL
02.2019 - 12.2020
- Received and assessed customer compensation claims related to product defects, service failures, or billing errors
- Verified claim validity through documentation review and investigation
- Communicated with customers to gather information, address concerns, and provide claim status updates
- Ensured claims complied with company policies and regulatory requirements
- Maintained detailed records of claims, documentation, and communication
- Analyzed claims and determined appropriate resolutions or compensation amounts based on guidelines
Quality Assurance Specialist
MRSOOL
02.2019 - 12.2020
- Conducted In-Depth Quality Audits: Ensured high standards of service accuracy and compliance through detailed evaluations.
- Evaluated Compensation Workflows: Identified improvement areas in compensation processes and provided actionable feedback for optimization.
- Optimized Customer Care Processes: Analyzed workflows to enhance efficiency, improve resolution times, and boost customer satisfaction.
- Supported Service Optimization Initiatives: Contributed to projects aimed at streamlining processes and delivering superior customer experiences.
Customer Care Representative
MRSOOL
01.2018 - 02.2019
- Demonstrated strong communication skills to interact with customers via phone, email and online chat
- Provided excellent customer service, resolving inquiries and complaints in a timely manner
- Managed workload effectively by prioritizing tasks according to urgency or importance
Education
BACHELOR OF SCIENCE (B.S.) - PETROLEUM ENGINEERING
Sudan University
12.2016
Skills
- Quality Performance Analysis
- Analytical Thinking Skills
- Strategic Decision-Making
- Creative Solution Development
- Dedication to Ongoing Enhancement
- Service Excellence
Accomplishments
- Achieved Consistent Quality Excellence: Maintained and exceeded a quality score benchmark of 95%, reflecting the effectiveness of the QA strategies, team coaching, and continuous process improvements.
- Elevating CSAT Scores: Successfully improved the CSAT score from 58% to 73.2% by initiating targeted programs such as agent focus groups to enhance soft skills and communication efficiency.
- Reducing Analyst Variance: Achieved an analyst variance of less than 2% through continuous performance monitoring, effective coaching sessions, and collaborative calibration efforts.
- Optimizing AHT: Contributed to reducing Average Handling Time to 8 minutes by auditing high-AHT cases, providing actionable recommendations, and ensuring timely follow-ups.
- Implementing Advanced QA Systems: Researched, proposed, and led the implementation of Playvox as the preferred QA system, ensuring its seamless integration and knowledge transfer to the team.
- Establishing RCA Framework: Pioneered the Root Cause Analysis function, identifying and addressing recurring customer challenges, reducing complaints, and driving service optimization.
- Founding the Customer Experience Team: Designed its structure and strategies, enhancing the customer journey and satisfaction benchmarks while fostering a high-performance culture.
Throughout my career, I have consistently focused on driving impactful results and fostering excellence in customer care quality. Some of my notable accomplishments include:
Certification
- Customer Experience
- Quality Management Foundations
- Process Improvement Foundations
Languages
Arabic
Native or Bilingual
English
Full Professional
Interests
- Passionate about balancing physical health with mental and emotional wellness
- Playing Sports
- Volunteering
- Video Gaming
Timeline
Customer Experience Lead
MRSOOL
05.2023 - 06.2024
Root Cause Analysis Lead
MRSOOL
12.2020 - Current
Customer Care Quality Assurance Lead
MRSOOL
02.2019 - Current
Quality Assurance Specialist
MRSOOL
02.2019 - 12.2020
Compensation Specialist
MRSOOL
02.2019 - 12.2020
Customer Care Representative
MRSOOL
01.2018 - 02.2019
BACHELOR OF SCIENCE (B.S.) - PETROLEUM ENGINEERING
Sudan University
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