Jaber Al-Naimi

- Progressed from agent to senior executive, entrusted with managing escalations and guiding junior team members.
- Serve as a key contact for high-value clientele via voice, email, and live chat, delivering luxury-level service across all digital channels.
- Coach and support junior agents in achieving KPIs including response time, CSAT, and resolution efficiency.
- Utilize Salesforce CRM to document customer journeys, track service outcomes, and identify areas for improvement.
- Recognized for maintaining calm and professionalism in high-stress situations, including VIP customer complaints.

- Promoted from agent to senior agent, managing a team of 75+ and mentoring cross-regional staff.
- Delivered customer care across platforms like Facebook, Twitter, Instagram, and LinkedIn, ensuring timely and empathetic responses.
- Trained team members on effective communication and conflict resolution, driving customer engagement success.
- Analyzed service metrics and created reports to enhance process efficiency and user satisfaction.
- Played a central role in managing communication during large-scale campaigns and service issues.

- Assisted site engineers in infrastructure and drainage operations for a commercial development.
- Gained hands-on experience in professional communication, on-site discipline, and time-sensitive execution.

- Delivered high-quality, fast-paced customer service in a restaurant environment, handling inquiries, orders, and complaints.
- Supported customers with accessibility or language needs, ensuring smooth and inclusive communication.
- Adapted to rotational shifts while consistently achieving service excellence and customer satisfaction.

- Collaborated with the catering team to ensure smooth operations and client satisfaction.