Yasser AlHussan

Customer Experience Section Manager @ stc

About

Customer Experience Section Manager with over 17 years of proven expertise in leading complex projects and driving strategic initiatives to successful completion, which allowed me to develop expertise in: ✅ Program Management ✅ Program Strategy Planning ✅ Competitive Analysis ✅ Market Surveillance ✅ Performance Analysis ✅ Cost Reduction Strategies ✅ Spending Efficiency Optimization ✅ Stakeholder Management ✅ Risk Mitigation I firmly believe that continuous learning is the key to staying ahead in today’s fast-paced world. Every day, I challenge myself to explore new ideas, refine my skills, and embrace innovation by several courses and certificates such as: 🔹 Business Mastery: Customer Experience Course 🔹 Navigating the World of Strategic Mergers and Acquisitions 🔹 Project Management Adept at developing and implementing comprehensive dashboards to monitor Key Performance Indicators (KPIs), enhancing data-driven decision making, and optimizing operational efficiency. Equipped with advanced training in Project Management, Risk Management, and DARE Strategy, committed to leveraging analytical skills, strategic planning, and leadership to deliver impactful solutions that align with organizational goals. Skilled in stakeholder engagement and resource management, ensuring projects are delivered on time, within scope, and budget. Passionate about fostering innovation and continuous improvement to help organizations adapt and thrive in fast-paced, evolving environments, leading to key achievements such as: 🏆 Achieved revenue of over 420 million in 2018 through strong business development 🏆 Exceeded 360 million in revenue in 2017, reflecting solid financial growth 🏆 Generated over 200 million in 2016 by executing effective sales strategies As a dedicated and results-oriented professional, I am eager to take on new challenges and make a meaningful impact. My goal is always to go above and beyond expectations, bringing a strong work ethic, adaptability, and creativity to every project. I’m always open to discussing new opportunities, exchanging ideas, or collaborating on projects. Feel free to reach out via [y.hussan@hotmail.com] or send me a direct message!

Country

Saudi Arabia

City

Riyadh

Industry

Architecture & Planning

Skill

Program Management, Program Strategy Planning, Competitive Analysis, Market Surveillance, Performance Analysis, Cost Reduction Strategies, Spending Efficiency Optimization, Stakeholder Management, Risk Mitigation, Risk Management, Contract Negotiation, Project Management, Strategic Planning, Report Writing, Leadership, Problem Solving, Research Skills, Emotional Intelligence, Critical Thinking, Multitasking

Experience

Customer Experience Section Manager

stc

2019-6 - Present · 7 yrs 4 mos

- Align CWBU strategy with customer experience objectives to improve service delivery. - Define and monitor KPIs to measure service efficiency and satisfaction. - Collect and validate data across 70+ KPIs for accuracy and insights. - Lead automation of command center operations to boost responsiveness. - Oversee the Customer Experience Index to enhance satisfaction levels. - Manage customer complaints with the Customer Experience Department. - Apply quality management practices to uphold service standards. - Resolve experience issues through gap analysis and corrective actions. - Achieve QA targets by monitoring performance and driving improvements.

Program Manager

stc

2019 - Present · 7 yrs

- Manage program strategies to align with organizational goals. - Conduct market analysis and provide data-driven investment insights. - Lead performance analysis and cost-reduction initiatives. - Develop strategies to improve spending efficiency. - Supervise and mentor project managers and support staff. - Build strong relationships with stakeholders to boost program visibility. - Ensure compliance with policies and mitigate legal risks. - Negotiate and manage contracts with vendors and consultants. - Support budget forecasting, fund allocation, and expense tracking. - Collect and analyze data to evaluate program effectiveness. - Contribute to innovative projects supporting the program mission.

Internet Service Providers (ISPs) Account Manager Team Leader

Virgin

2014 - 2019 · 5 yrs

MVNO | Sales Department - Monitored market prices and weekly updates to support strategic pricing decisions. - Prepared monthly revenue and traffic reports for Voice, Data, and International services. - Processed service requests via NAWAQEL and coordinated with the Network team. - Developed group sales strategies with sales and product teams to boost adoption. - Led and coached account managers to exceed sales targets. - Built strong client relationships to drive account growth and retention. - Analyzed market trends and competitor activity to inform sales tactics. - Collaborated on tailored solutions to meet client needs and increase satisfaction. - Tracked team KPIs and provided feedback to enhance performance. - Managed contract negotiations and ensured SLA compliance.

Marketing Analyst II

General Administration of Marketing

2007 - 2010 · 3 yrs

- Coordinated STC events and exhibitions locally and internationally with engineering teams. - Designed exhibition layouts and content to reflect brand identity and messaging. - Conducted market research and analysis to support marketing strategies. - Analyzed consumer behavior and trends to identify growth opportunities. - Developed data-driven campaigns with cross-functional teams. - Monitored marketing effectiveness and reported insights to senior management. - Used analytical tools to segment audiences and tailor communication. - Supported digital content creation with data-based insights. - Performed competitor analysis to benchmark marketing activities. - Assisted in managing and forecasting the marketing communications budget.

Education

Jacksonville University

The Master of Business Administration (MBA) is a prestigious postgraduate degree designed to develop advanced knowledge and leadership skills in business and management. It prepares students to take on executive, strategic, or entrepreneurial roles in a variety of industries.