Mahmood Al Aradi

Customer Experience

• Lead initiatives to create a welcoming, efficient shopping environment.
• Monitor and improve customer journey flow, reducing wait times.
• Handle escalated concerns em-pathetically, aligned with IKEA values.
• Collaborate across Sales, Logistics, and Recovery teams to optimize experiences.

Team Leadership

• Supervise, coach, and develop Customer Relations team members.
• Organize shifts, breaks, and schedules for seamless daily operations.
• Provide ongoing feedback and support for continuous improvement.

Operational Excellence

• Track KPIs (wait times, resolution rates) and analyze trends.
• Implement new tools and processes to optimize service delivery.

• Managed and resolved complex customer issues with a strong focus on service quality, efficiency, and customer satisfaction.
• Communicated directly with customers to understand their concerns and service challenges.
• Analyzed service failures to identify root causes and implemented effective, timely resolutions.
• Maintained a customer-first approach, ensuring all interactions were handled professionally and empathetically.
• Ensured quick turnaround times while maintaining high-quality standards in case resolutions.

• Managed and nurtured business relationships with corporate clients to ensure satisfaction and retention.
• Delivered tailored telecom solutions to meet each client's unique operational needs.
• Provided end-to-end support for business accounts, including onboarding, troubleshooting, and service request management.
• Acted as the main point of contact for corporate clients, ensuring seamless communication and quick issue resolution.
• Collaborated with cross-functional teams (Sales, Technical Support, Billing) to resolve client issues efficiently.
• Maintained a deep understanding of STC’s product and service portfolio to offer proactive solutions.
• Identified and addressed potential service gaps to enhance customer satisfaction.
• Demonstrated excellent problem-solving skills to meet client needs and resolve technical or service-related challenges.
• Maintained detailed records of client interactions to support service improvement initiatives.
• Contributed to long-term client loyalty through attentive service, clear communication, and a customer-first approach.

• Handled and resolved a wide range of complex customer issues, consistently prioritizing service excellence, operational efficiency, and client satisfaction.
• Engaged directly with customers to gather insights, diagnose service breakdowns, and implement timely solutions across mobile, internet, and billing platforms.
• Partnered with Technical Support, Sales, and Back-Office teams to drive seamless, end-to-end complaint resolution.
• Maintained comprehensive and accurate case records to track issues and contribute to ongoing service enhancements.
• Analyzed customer feedback trends to identify recurring challenges and recommended process or product improvements.
• Delivered resolutions that adhered to company policies while balancing customer needs and business standards.

• Delivered exceptional customer service with a strong focus on creating positive experiences in every interaction.
• Utilized excellent communication and active listening skills to accurately understand and resolve customer needs.
• Handled high call volumes efficiently while maintaining quality, professionalism, and accuracy under pressure.
• Managed customer inquiries, complaints, and service requests promptly and empathetically.
• Used CRM systems and internal tools to track interactions, log cases, and ensure timely follow-up on customer requests.
• Maintained a professional and customer-first approach across all channels of communication.
• Supported daily call center operations by collaborating with team members and contributing to a smooth workflow.
• Committed to achieving customer satisfaction and meeting service performance goals consistently.