Bassel Sarhan Email & Phone Number

Riyadh

• Define and implement an organizational plan which identifies the HR needs necessary to support the business in the medium and long-term.• Direct and manage all activities of HR team, ensuring that staff are qualifies and competent, properly coached, given the opportunity to develop in the company and continually motivated to handle the demand in their jobs and achieve their objectives.• Developing by proposing, coordinating, and managing technical and soft skill training throughout the organization.• Take responsibility for all HR administration and payroll related matters.• Controlling and monitoring employee’s personal account.• Monitoring and manage all employee’s benefit programs including health and welfare as well as the retirement plan.• Ensuring that the organization is 100% compliant at all times with KSA labor law.• Handling and improving medical and non-medical insurance policies.• Managing and handling recruitment and interview applicants as per open vacancies and company needs.• Controlling employee’s eligibilities and benefits.• Advice managers on organization policy matters and recommend needed changes.• Served a link between management and employees by handling questions, interpreting, administration contracts and helping resolved work related problems.• Developing HR planning strategies with line managers by considering immediate and long-term staff requirements.• Develop and maintain relationships with all staff members by connecting and gaining their trust/ credibility.• Effectively managed department's expenses to stay within allocated budget.• Assist in the ongoing review of company benefits and compensation programs to ensure that the firm rewards all associates with consistent pay practices in a manner that maintains the integrity of the company.• Coach and support managers regarding HR related decisions and the best way to implement it to ensure the standardization in all department and branches.

Saudi Arabia

• Responsible of the Alo&Alo2net service desk activities Management including help desk and escalation process.• Managing the operation of the company call center (e.g. Call flow & Queuing. etc.).• Develop department’s plans, programs and work schedule to meet the objectives and strategies of the department, division and company.• Coordinating with Technical & MIS Dept. for systems enhancements, reports development and IVR (DB integration) optimization.• Reporting to the DGM on weekly basis and monthly to the Co. board of directors.• Managing the customer relationship & satisfaction.• Performing periodic Quality Assurance assessment for the flow procedures and staff activities.• Responsible of communicating sales promotion and activities to Alo/Alo2net Corporate accounts.• Addressed negative customer feedback immediately.• Provide a high level of product and leadership support to representatives and clients.• Routinely prepared and evaluate CRM reports to identify problems and areas to improve.• Lead on and off-site customer support teams across multiple times zone.• Manage train and develop CRM team.• Conduct surveys to support and close the gaps and enhance weaknesses and improve shortage, service level, KPI’s.• Monitor staff performance to ensure that KPI’s are met as plan, and through regular performance.• To ensure that all customer’s suggestions, requirements, opinion and complaints are effectively and efficiently recorded, analyzed, verified and responded to, in order to offset customer’s dissatisfaction and deter loss of business.

Riyadh

• Managing Boraq Help desk services located in Jeddah.• Responding to sales queries related to cards distribution policies, commissions etc.• Implementing ISO quality assurance procedures in the C.C. unit and as well as the payphone management systems.• Managing all daily maintenance reporting activities.• Administrating the PMS operation tasks.• Feasibility study for the phone sites by monitoring phone’s revenue and issue the recommendation to the management.

Riyadh

• Managing the sales activities of pager terminals and mobile phones.• Managing the maintenance of Easycom Payphones.• Responsible of the Operation & Maintenance for pagers and mobiles.• Monitor the competitive market activities and report it to VP for sales and marketing.

Damascus

Boraq Payphone Services.• Responsible of the project on-site implementation and meeting contractual milestones.• Performing the initial site survey.• Follow up site acquisition with STC.• Installation and commissioning of PMS & Payphones.• Recruiting PMS staff as well as operation and maintenance team.

Riyadh

• Managing the PMS system distributed in 5 locations Kingdom wide.• Monitoring the day to day activities of system administration.• Getting the daily reports from regions and report to concerned Dept. (Accounting, Technical and Management).