Download PDF

Sultan H. Al Yami

OBJECTIVE

To obtain a challenging position to utilizing my extensive work experience, education, and skills for the advancement of the company.

EXPERIENCE

Feb 2010Dec 2015

Quality Assurance Analyst 

Saudi Telecom Company

Overseeing and monitoring customer care centers

Assuring the quality of service level performance 

Violations and incediants management

Reports analysis

May 2015Jul 2015

Quality Assurance Supervisor - Deputizing

Saudi Telecom Company 

Acting on the behalf of the assigned supervisor on several occasions to run the department 

May 2008Feb 2010

Customer Care Expert

Saudi Telecom Company

Working amongst the team of the customer care experts division

Supporting the agents across different customer care centers

Oct 2007May 2008

Supervisor - Customer Service - Acting

Saudi Telecom Company 

Managing 15+ employees across the department

Super-visioning the quality of service provided to customer 

Monitoring the over-all performance of the department

Sep 2003Apr 2008

Customer Service Representative 

Saudi Telecom Company

Responsible about handling customers inquiries on the 902 center

Sep 2002Sep 2003

Customer Service Representative 

Saudi Telecom Company

Responsible about handling customers inquiries on the 905 center

EDUCATION

Jun 2009

Bachelor of Sociology & Social Work

King Abdulaziz University

Department of Sociology & Social Work

HONORS & APPRECIATION

$ Certificate of Appreciation for 2004 - from Eng. Saud Aldaweesh

$ Certificate of Appreciation for 2005 - from Eng. Saud Aldaweesh

$ Outstanding Performance for 2008 

$ Appreciation Certificate for Outstanding Performance 2009

$ Outstanding Performance for 2010 

$ Distinguished as one of the excellent employees for 2010 by the department 

$ Multiple honors received by the department for excellent performance based evaluation since 2010

CERTIFICATIONS

Sales & Customer Service Skills Development 

TeleServices

Data Entry and Processing 

AlAmiah Institute for Computing & Technology

Six months course

Data Entry and Processing 

Dammam Institute for Computing

English Language Course

Systems Institute for Learning English

SKILLS

STC - Internet Services Portfolio
Quality Assurance Analysis
STC - Jawal & Landline Services Portfolio 
Microsoft Office 
Public Relations 
Soft Skills
Communications