بسام الزبيدي
Customer Service & Operations manager·Fanni.sa
المملكة العربية السعودية
ماجستير, MBA
الخبرة العملية
مجموع سنوات الخبرة: 13 سنوات, 9 أشهر
Customer Service & Operations manager
يونيو 2024 - حتى الآن
Fanni.sa
جدة، المملكة العربية السعودية
يونيو 2024 - حتى الآن
Manage and motivate the contact center team to meet
performance goals and deliver excellent customer service.
Oversee customer complaints, queries, and escalations,
ensuring prompt and professional resolutions.
Monitor team performance, analyze data, and prepare.
management reports
Develop and enforce SOPs for efficient customer service.
operations. Coordinate workforce planning and ensure adequate team
coverage during peak times.
Train, coach, and evaluate team members to improve skills
and performance.
Collaborate with internal teams to streamline processes
and enhance customer experiences.
Oversee marketplace operations, ensuring smaoth
transactions and order fulfilment.
Maximize profitability by onboarding merchants, managing
listings, and implementing pricing strategies.
Work with developers to enhance platform functionality
andimprove processes.
- مجال الشركة:
- الخدمات الفنية والتركيب
- الدور الوظيفي:
- الإدارة
Customer Service Specialist
يناير 2021 - يناير 2023
Tata Consultancy Services
Budapest، المجر
يناير 2021 - يناير 2023
inquiries: Answering customer questions and addressing
their concerns through various channels, such as emall
phone, or chat. Providing product of service information:
Providing customers with accurate and detailed
information about products
or services offered by the
company. Processing orders and returns: Handing
customer orders, processing payments
- مجال الشركة:
- خدمات تكنولوجيا المعلومات
- الدور الوظيفي:
- خدمة العملاء ومركز الإتصال
Data Analyst
يناير 2020 - يناير 2021
Cognizant Hungary
Budapest، المجر
يناير 2020 - يناير 2021
English languages.
Content moderation/review work e text and
Review content categorized as abuse (sensi
images) by users
Review and take action on content that violates policies
including copyright/pirated content
Help users to reset their password or suspendjunsuspend
their accounts
Review user accounts to verify their identity and take
action - Judge/decide on content by referring to client
policy/guidelines
Respond back to users with necessary actions that must
be taken to correct content
- مجال الشركة:
- خدمات تكنولوجيا المعلومات
Customer Service Specialist
يناير 2018 - يناير 2020
Transcosmos
Debrecen، المجر
يناير 2018 - يناير 2020
email advise passengers about their booking and resolve any.
check-inissues.
New booking and collect payment if any upgrade or extra
added services.
call back customers to resolve booking matters.
pick up transfers line manager calls and escalated matters
via calls, chat, or email. Manag bookings & customer
inquiries with calls, chat, and email. advise passengers
about their booking and resolve any check-in issues. New
booking and collect payment if any upgrade or extra
added services. call back customers to resolve booking
matters. pick up transfers ine manager calls and escalated
matters via calls, chat, or email
- مجال الشركة:
- الاستعانة بالمصادر الخارجية لخدمة العملاء
Sr. Sales consultant
يناير 2016 - يناير 2018
Unifonic inc.
جدة، المملكة العربية السعودية
يناير 2016 - يناير 2018
communications Solutions Provider in KSA.
represent the company solutions to all prospects.
leads, existing clients, and generate leads.
accounts managing and creating quotations,
negotiation, and closing. all sales cycle. manage and
coach inside sales team, lead generation team.
Web Platform for cloud communication and
Integrated SMS SOLUTIONS & Voice calls.
API Messaging, Notifications.
ksa marketaccount manager for SMS & Marketing.
major cloud communications Solutions Provider in
KSA. represent the company solutions to all
prospects, leads, existing clients, and generate
leads. accounts managing and creating quotations,
negotiation, and closing. all sales cycle. manage and
coach inside sales team lead generation team.
Web Platform for cloud communication and
Integrated SMS SOLUTIONS & Voice calls. API
Messaging, Notifications. wwwunifonic.com ksa
market
Skil: Customer Success Interpersonal
communication Decision making
- مجال الشركة:
- خدمات تكنولوجيا المعلومات
- الدور الوظيفي:
- المبيعات
Sales Account Executive
أبريل 2014 - أبريل 2016
FAMA Tech
جدة، المملكة العربية السعودية
أبريل 2014 - أبريل 2016
Delivering sales presentations to high-level executives.Attending client meetings.Maintaining and expanding relationships with existing clients.Completing administrative work, as required.
Marketing & Sales in Saudi Arabia for POS systems, Mitel.com partner in jeddah (IP Phones ) .
- مجال الشركة:
- خدمات تكنولوجيا المعلومات
- الدور الوظيفي:
- تكنولوجيا المعلومات
Territory Sales Specialist
يناير 2013 - سبتمبر 2013
TNT Express
جدة، المملكة العربية السعودية
يناير 2013 - سبتمبر 2013
respond to customer needs and requirements with the appropriate TNT service.
maintain a high-level of customer service with existing customers and leverages relationships to expand business.
enable revenue growth,
constantly uncover opportunities for new business by utilizing networks and exploring sales leads.
collaborate with Operations teams to maximize sales and revenue growth.
- مجال الشركة:
- الشحن
- الدور الوظيفي:
- المبيعات
Sales Merchandiser
يناير 2010 - يناير 2012
Ba wazeer Trading
جدة، المملكة العربية السعودية
يناير 2010 - يناير 2012
Supermarkets merchandiser
- مجال الشركة:
- البيع بالتجزئة وبالجملة
- الدور الوظيفي:
- المبيعات
التعليم
University of the People United States of America
أغسطس 2025
أغسطس 2025
ماجستير، MBA
الولايات المتحدة
المعدل التراكمي (نقاط): 4 من 5
المعدل التراكمي (نقاط): 4 من 5
Future University - Yemen
يوليو 2010
يوليو 2010
بكالوريوس، Finance and managment
اليمن
المعدل التراكمي (نسبة مئوية): 81%
المعدل التراكمي (نسبة مئوية): 81%
Skills
حسابات مواقع التواصل الاجتماعي
اللغات
العربية
اللغة الأم
الانجليزية
متمرّس
الهنغارية
متوسط
التدريب و الشهادات
الشهادات
Elements of AI for Business
Creative Problem Solving
Google Digital Carage
التدريب
Marketing in Digital World.
Google Digital Practice
master coffee operation management
الهوايات والاهتمامات
Bowling
Enjoy bowling as a regular hobby, which helps me strengthen focus, coordination, and strategic thinking.
الموقع الشخصي