Abdulaziz Algambar Joureny

ABOUT

Highly accomplished IT and contact centers development and management with 25+ years’ experience.

Helped develop customer experience that are driving success for companies in the cloud contact centers industry like Genesys & AVAYA.

My success in analytics, coaching and leading customer-centric teams. I'm very proud to have the achievement as part of Top5 project to reach with Saudia airlines to be awarded as five-star global airlines in 2021 by APEX.

EXPIERENCE

SELF-EMPLOYED

-Free lancing Digital Marketing with Digital Speed Co. Agency Marketer & Sales.

-Joined Misk LaunchPad 5.0 A 10-week virtual program for aspiring entrepreneurs to develop your ideas into working Minimum Viable Products (MVPs).

- Actively participated in PMP/CAPM mentorship program from Jan-Mar 2023.

-Astrolabs Ecommerce scale up training program by PEPSICO

-Joined Misk SPARK in Partnership with Monsha’at, an immersive and powerful 6-week program.

- Took a digital Marketing by jeelidm

- Completed the NOCN International Certificate Tour Guide Development Skills Program Programme designed for: The Ministry of Tourism.

-Saudi Digital Academy, joined Full Stack Development Program starting on February 4th, 2024!

GUEST CARE CENTER MGR-A

Saudia airlines

-Designed a call-routing proposal plan for contact center platforms like Genesys, Avaya, and others to improve customer satisfaction

-Resulting in an improved guest experience with a wow factor

-contributed to the switch to Genesys, a cloud-based contact center software, which has improved customer experiences and increased scalability by 50%.

QUALITY ASSURANCE LEADER

Saudia airlines

-During installation of Genesys cloud project for Saudia, I was assigned to manage the Quality assurance project for the call center

-Led (4) guest care center teams of Quality evaluators for Auditing that include more than 400 associate’s interactions in 4 contact centers for proper call handling and excellent customer service that impacted in improving quality levels from 20% to 86%+.

TOP5 PROJECT FACILITATOR/COACH

Saudia Airlines

-Directed more than 100 sales associates for an orientation to sales process.

-Collaborated with Top5 Facilitators in 10 workshops, 180 trained associates cumulate to 7200 Hours

-Coached 174 associates, 90 hours of coaching Sessions.

SNR RESERVATION STATISTICAL CALL CENTER ANALYST

Saudia airlines

-Managed business data and customer feedback, identify business-related problems, and help senior management solve problems, meet goals, lead to better business decisions and be ready to explain the value of data-driven decision making

-Managed data from various sources (Avaya, Genesys, Amadues, SAP,etc) for sales associates that support management team in yearly/monthly performance and evaluation decisions

COMMUNICATIONS SYSTEM ENGINEER

Saudi Telecom (STC)

-Designing and implementing of local area network in STC sales department that will benefit of share resources.Nationality: Saudi

Date of birth: 1971-09-08 Age:52

East Province, Qatif

mailto:

[email protected]

Skills

• Data statistics and analysis

• Leadership management

• Presentation Skills

• Project Performance Analyst

• Workshop Facilitator/trainer/coach.

• MS Office Professional

• Call Center automation (Avaya/Genesys)

• Website development.

• Application deployment and development.

• Digital Marketings

• Network Design & Diagnostics

• Full Stack Developer

Education

-Bachelor's degree in Computer Engineering

King Fahd University of Petroleum & Minerals

Dharan, 1996

-Integrify Academy May 2024

full stack Development

Languages

• Arabic, native

• English, advanced

HOBBIES

• Cooking

• Baking

• Travel

• Agriculture

• Walking