AMER's CV
AMER MUBARAK SAEED HAMAD ALKHYELI
SMART SERVICE & CUSTOMER EXPERIENCE SPECIALIST
Profile summary
Strategic smart service and customer experience specialist with 19 years of experience driving service operations and digital transformation across the utility sector in the GCC. Known for executing CRM system rollouts, managing service level agreements, and coordinating cross-functional technical teams to support water and electricity distribution. Committed to delivering operational excellence and advancing digital channels to improve customer operations and performance reporting.
Career highlights
Service Operations: Maintained compliance with service level agreements by coordinating directly with technical teams for water and electricity notifications.
System Implementation: Executed CRM system rollout alongside staff training initiatives while preparing performance and customer satisfaction reports using ServiceNow.
Career Progression: Advanced through 4 roles of increasing responsibility within customer service operations across utility distribution organizations.
Key skills
Professional experience
Shaped the management approach for smart response services covering water and electricity notifications. Steered cross-functional coordination with technical units to maintain service level agreements. Defined operational reporting procedures for performance metrics and customer satisfaction feedback.
- Maintained compliance with service level agreements by coordinating directly with technical teams for water and electricity notifications.
- Prepared performance and customer satisfaction reports using ServiceNow, CRM Office 365, and SAP HANA.
- Improved smart service processes through daily team support and operational tracking.
Directed customer service and digital channels operations, overseeing team delivery on inquiries and complaints.
- Implemented service improvements and operational enhancements for customer service delivery.
- Executed CRM system rollout alongside staff training initiatives.
Managed customer service workflows and case resolution protocols, overseeing training schedules for incoming service personnel and compiling recurring performance documentation.
- Delivered direct support to customers and managed case resolution processes.
- Trained new staff members on service protocols and procedures.
- Prepared regular service performance reports for review.
Reported to department management while steering front-facing customer inquiries and providing general administrative support across business units. Managed daily operational workflows to maintain alignment between departments.
- Handled front-line customer service interactions.
- Provided administrative support for daily operations and interdepartmental coordination.
Education
Management
Languages
Arabic · Fluent
English · Fluent