Riyadh, Saudi Arabia Transferable Iqama Immediate Joiner
Contact: +966 59 513 1640
PROFESSIONAL PROFILE
Customer Experience professional with strong expertise in case management, complaint resolution, and visual troubleshooting.
Currently working at Samsung Electronics, Riyadh, managing customer interactions and service cases via Sprinklr, tracking orders through HyPress, and updating service data in SAP SESAR.
Skilled in handling PL cases, DAP, and DOA processes, providing step-by-step customer guidance, and maintaining service quality standards.
Experienced in preparing TR reports, monitoring KPIs, and creating visual reports to present service trends.
Prior operations experience at Nawarah Groups (Jeddah) and SWVL Co. (Karachi) adds strong coordination and problem-solving capabilities.
Currently based in Riyadh with a transferable Iqama and available for immediate joining.
CORE SKILLS
Customer Experience
Call Handling & Case Management
Complaint Resolution
Customer Guidance & Follow-ups
Visual Support & Troubleshooting
Service Quality & KPI Monitoring
Customer Satisfaction & Retention
Systems & Tools
Sprinklr
HyPress
SAP SESAR
Service Tracking Systems
Visual Reporting Tools
Microsoft Excel
Reporting & Analysis
TR Reports
Service Status Reporting
Performance KPI Tracking
Visual Reports & Dashboards
EXPERIENCE
Customer Experience Associate
Samsung Electronics – Riyadh, Saudi Arabia
October 2024 – Present
Manage customer interactions and service cases using Sprinklr platform.
Track customer orders and service requests through HyPress system.
Use SAP SESAR to update service data, case status, and operational records.
Handle PL cases, DAP, and DOA processes as per company procedures.
Provide visual support-based troubleshooting to diagnose and resolve issues.
Guide customers step by step to ensure clear understanding and resolution.
Monitor service progress using structured service tracking tools.
Prepare and provide TR reports covering service status and resolution progress.
Maintain service quality standards and support performance KPIs.
Participate in team meetings to review quality and performance outcomes.
Create visual reports to present service trends and operational insights.
Operation Officer
Nawarah Groups of Transportation and Freight Forwarding – Jeddah, Saudi Arabia
Jan 2024 – Sep 2024
Supported daily transportation and freight forwarding operations.
Monitored shipment movement, delivery schedules, and timelines.
Coordinated with drivers, vendors, and internal teams for smooth execution.
Handled operational issues and ensured timely resolution.
Prepared operational documentation and routine performance reports.
Maintained accurate records for shipments and deliveries.
Operation Officer
SWVL Co. (Transportation & Logistics) – Karachi, Pakistan
Mar 2021 – Dec 2022
Assisted in managing daily transportation routes and schedules.
Supported vehicle and driver coordination to maintain service continuity.
Responded to operational disruptions and service delays.
Prepared daily operational and performance reports.
Ensured compliance with company policies and safety guidelines.
EDUCATION
Bachelor's in Actuarial Science and Risk Management
University of Karachi
2016 – 2020
LANGUAGES
English – Fluent
Arabic – Basic
Urdu – Native
ADDITIONAL INFORMATION
Nationality: Pakistan
Current Location: Saudi Arabia
Availability: Immediate Joiner
Iqama: Transferable
AVAILABLE FOR
Customer Experience Specialist
Customer Support Specialist
Case Management Officer
Customer Service Executive
Complaint Resolution Specialist
Customer Success Specialist
📍 Location: Riyadh, Saudi Arabia
✅ Transferable Iqama
✅ Immediate Joiner
📞 +966 59 513 1640