Ahmad AlAhmad
Riyadh,Saudi Arabia
Summary
Pragmatic Saudi customer service/operations professional, lead trainer, competency assessor and a Lean Six Sigma Black Belt. Experienced in building and leading cross-functional teams of 25+ members; with a proven record of success in planning, implementing, and managing performances of up to 5 small to medium sized projects simultaneously with a high degree of accuracy. A specialist in process streamlining, KPI setting, and data driven decision making; with a goal of providing customers with value and a world class experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Operations Manager & Trainer
Capital Metro Company (CAMCO)
Riyadh
07.2023 - Current
- Hired, trained, and assessed 200+ frontline customer service/operations staff within 6 months.
- Lead first all Saudi drill team into a successful trial run of customer service test cases.
- Lead operational readiness of line 2 metro stations.
- Lead KAFD station staffing, KPI setting, and implemented operational procedures up to ISO 9100 standard.
Omnichannel Operations Supervisor
Chalhoub Group
Riyadh
09.2022 - 06.2023
- Audited 15+ processes to check SOP compliance, identify improvement opportunities, and drove adoption of new processes and technologies; resulting in 34% increase in overall SOP compliance and 18% increase in efficiency.
- Improved fulfillment accuracy by 92% within 8 weeks by establishing process quality controls.
- Led ecommerce growth project to increase order volume by 125% YOY by better analyzing trends and supply planning.
- Increased order SOS to meet customer PDD by 57% within 6 weeks by streamlining fulfillment process, introducing new KPIs, and reformulating SLAs.
Operations Supervisor
Amazon
Riyadh
04.2021 - 09.2022
- Built, trained, and managed a multinational team of 25+ associates.
- Spearheaded operational/logistic launch of Amazon Prime in KSA, leading a team of 20 cross-functional members, resulting in 30% increase in FDDS rate.
- Created and documented SOPs for use in Amazon MENA operations.
- Reduced margin of error for key processes by up to 84%.
- Reduced operational processing time by 32% by eliminating waste in the processes.
- Managed logistics function for KSA central region; including routing & scheduling.
Operations Specialist
Saudi Railway Company (SAR)
Riyadh
10.2019 - 03.2021
- Introduced mandatory first aid training to train onboard crew resulting in 80% decrease in train forced stoppage due to need of ambulance.
- Launched new communication mechanisms to enhance operations team's incident response time by 47%.
- Streamlined ticketing processes, resulting in 15% increase in customer satisfaction.
- Reformulated SLAs with passenger services unit which improved train on-time departure rate by 11%.
Operations Officer
Kuwait Middle East Financial Investment Company (KMEFIC)
Kuwait
09.2017 - 06.2018
- Planned and lead the implementation of a SaaS project consisting of 3 apps, 1 for mobile and 2 for desktop use.
- Conducted data analysis on customer feedback, identified top 3 pain points, and collaborated with UX design team to implement changes that reduced customer complaints by 40% in the first quarter.
- Marketed the new SaaS to potential in B2C & B2B leads, resulting in 52% increase in company clientele within 9 months.
Education
Bachelor of Science - Business Administration
American University of The Middle East
Kuwait07-2017
Skills
- Software: MS Office, SQL, Tableau, Jira, WMS, Visio, ERP, CRM
- Operational: Process design, performance improvement, and quality control
Certification
- Training of Trainers - Saudi Railway Polytechnic (2024-08)
- Delivering World Class Customer Service - City & Guilds (2024-08)
- International English Language Testing System (IELTS), Overall Band Score: 7.5 - British Council (2023-05)
- Information Technology Infrastructure Library Foundation Certification - AXELOS (2022-06)
- Agile Scrum Master - EXIN (2022-06)
- Certified KPI Professional - The KPI Institute (2022-01)
- Certified Lean Six Sigma Black Belt - The Council for Six Sigma Certification (2021-11)
- Safety Critical Communications - Saudi Railway Polytechnic (2019-08)
- General Railway Operations - Saudi Railway Polytechnic (2019-08)
- Occupational Health & Safety - Saudi Railway Polytechnic (2019-08)
Accomplishments
- Certificate of Appreciation, Frontline Staff Training & Assessment - Capital Metro Company (2023)
- Certificate of Appreciation, Leading Successful Trial Running CS Test Cases - Capital Metro Company (2023)
- Certificate of Appreciation, Exemplary Performance - Amazon (2021)
- Employee Recognition Award, Outstanding Performance - Saudi Railway Company (2019)
Timeline
Customer Service Operations Manager & Trainer
Capital Metro Company (CAMCO)
07.2023 - Current
Omnichannel Operations Supervisor
Chalhoub Group
09.2022 - 06.2023
Operations Supervisor
Amazon
04.2021 - 09.2022
Operations Specialist
Saudi Railway Company (SAR)
10.2019 - 03.2021
Operations Officer
Kuwait Middle East Financial Investment Company (KMEFIC)
09.2017 - 06.2018
Bachelor of Science - Business Administration
American University of The Middle East
- Training of Trainers - Saudi Railway Polytechnic (2024-08)
- Delivering World Class Customer Service - City & Guilds (2024-08)
- International English Language Testing System (IELTS), Overall Band Score: 7.5 - British Council (2023-05)
- Information Technology Infrastructure Library Foundation Certification - AXELOS (2022-06)
- Agile Scrum Master - EXIN (2022-06)
- Certified KPI Professional - The KPI Institute (2022-01)
- Certified Lean Six Sigma Black Belt - The Council for Six Sigma Certification (2021-11)
- Safety Critical Communications - Saudi Railway Polytechnic (2019-08)
- General Railway Operations - Saudi Railway Polytechnic (2019-08)
- Occupational Health & Safety - Saudi Railway Polytechnic (2019-08)
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