Hanan Alsayed Email & Phone Number

Riyadh, Saudi Arabia

• Led a team of 11 operations staff at various levels, providing training and performance evaluations, resulting in a 20% increase in team productivity.• Developed and implemented new operational policies, reducing process inefficiencies by 30%.• Managed key contracts worth SAR 7m+, achieving a cost reduction of 10% through strategic resource allocation. • Ensured compliance with company policies, maintaining a 100% compliance rate.• Ensured customer satisfaction, maintaining a 95% satisfaction rate across 70,000 client interactions in 2023-2024. • Utilized data analytics to monitor performance and identify areas for improvement, leading to a 25% increase in overall operational efficiency.• Led multiple projects, including the implementation of a new CRM and POS systems, which reduced inefficiencies by 40%.• Key accounts managed:• Royal Commission for AlUla (RCU)o AlUla Citizens hotline: 24/7 operational line to receive citizens complaints, manage and resolve escalations o AlUla Moments: CRM ticketing systems managemento AlUla Season• Key Flagship Events managed:o Richard Mille POLO Deseret Tournament o AlUla Fashion Showo Hot Air Baloono Historical sites: Heritage tours bookingso Adventures hubo Hegra after Darko AlUla Camel Cupo Saudi Tour

Riyadh, Saudi Arabia

• Analyze, plan, and execute the operational training requirement for new and current employees.• Design, Develop and Deliver Soft Skills and Process Training programs to the customer service associates• Adapt and ease customer training materials for local delivery• Assess, examine, certify and report on learner performance• Worked as acting Unit Head in the absence of the main role holder• Monitor, observe, and follow up with the new trainees• Act and work as a primary source of knowledge transfer for staff and new clients• Maintain confidentiality in all matters related to work and information• Perform any other duties assigned Call monitoring and evaluation• Key accounts managed:• Prince Mohammed Bin Salman Foundation (MISK) • General Authority for Statistics (GASTAT)• Royal Commission for AlUla (RCU)• Key Flagship Programs Delivered:o MISK: on-boarding programs tailored for MISK staff to uplift their soft skills, conflict managmenet skills,CRM Systems trainings, and awareness of MISK offeringso GASTAT: Training staff on Census methodology & processes (population estimation surveys) and categorization & surveys of businesses in the base economyo RCU: Tailored programs to on-board staff on RCU Strategy, Programs (e.g. Scholarships Program, Hammya, Ferrandi Culinary educations, and Hawafiz Incentives) & RCU domains of focus(tourism, hospitality, Urban Planning, Project Management)

Riyadh

- Oversee and ensure that desired customer delight by providing satisfactory response to customer interaction. - Manage Customer Interactions through Inbound & out bound contact through their teams for the various services. - Evolve and improve more effective work process for improving customer interactions. - Contribute and engage inputs towards sales and marketing plans. - Manage and supervise the interface with respective work center for resolution of complaints. - Identify and decide relevant training needs of agents and ensure effective implementation. - Manage, supervise and track teams effectively in operations floor. - Manage and supervise his/her team quality through listening on constant basis to recorded and live calls - Oversee Achieving the required KPI related to the process in order to achieve the targeted score daily, monthly and yearly - Oversee in day-to-day attendees and absenteeism to assure no drop will be in the SL - Respond and address the customers’ escalations to the client to be resolved in a timely manner - Train, and coach team members on any new or enhanced updates over the products or any other new changes on the process - Maintain confidentiality in all matters related to work and information - Perform any other duties assigned to him/her related to the nature of the work.

Al-Riyadh Governorate, Saudi Arabia

• Learning and understanding company insurance products.• Answering calls and responding to customer complaints.• Accessing customer accounts and policy schedules.• Providing customers with detailed information about policies and products. • Recommending available products.• Forwarding customers to sales agents when a policy needs to be initiated or upgraded. • Typing up complaint reports.• Managing the customer complaint database.

Saudi Arabia