1. ALI AL-KATHIRI
Riyadh, Saudi Arabia ■ (00966) 504994969 ■ aaakth@yahoo.com
1
OBJECTIVE
An experienced Sales management, marketing, after sales service, and customer service
professional with 19+ years of experience. Seeking a challenging management role in an
organization where expertise in Sales, customer service, after sales service, and support help
better achieve set organizational goals.
KEY SKILLS
Development Plans, Training Plans, Communication Skills, Negotiation Skills, Business Development
Accountability, Coordination, Production, Policy Formulation, Relationship Management
Sales management, Customer Services, After Sales Support, Distribution, Logistics, Industrial Business
Order Processing, Material Requisition, Financial Transactions
Accruals Management, Inventory Management, Project Management.
Communication Skills, Analytical Skills, Relationship Management, Workforce Diversity
Team Management, Implementation, Multi-Tasking, Interdepartmental Coordination
ERP Systems, MS Office, Internet Usage
PROFESSIONAL EXPERIENCE
Obeikan Commercial Printing, Riyadh, Saudi Arabia July 2013 - Present
Sales Manager
Obeikan Commercial Printing (OCP) is a member of the Obeikan Investment Group (OIG) , the core business is the
manufacturing and sales of printing products and services.
Key Responsibilities:-
Plan, direct, and monitor the activities of a sales team to achieve or exceed sales targets.
Ensure accurate and timely reporting and analysis mechanisms for all sales activities across the unit and provide
Management with feedback/competitors activities for information decision making.
Contribute to the development of sales, marketing, customer retention, advertising, pricing, and distribution
strategies for area of responsibility.
Ensure that the sales operations are conducted correctly and productively in line with the business objectives.
Implement the sales strategy for the regions and distribution channel.
Manage the regional sales team. Recruit, motivate and coach direct reports in selected regions to enable them to
perform appropriately in their respective roles.
Plan and monitor sales activities to achieve the company results.
Plan, implement and monitor customer activities to maintain and further develop customer satisfaction and
customer loyalty to organization.
Observe and respond to market developments through monitoring customer requirements and competitor
activities.
Ensure implementation of strategies and policies by enforcing company’s internal processes (e.g. CRM, credit
policy, core assortment, etc.).
Develops an ambitious but realistic business vision and translates it into a workable strategy
Identifies and seizes commercial opportunities; has a strong positive impact on business growth and profitability
Provides team with a clear sense of direction, inspires and coordinates others and keeps them focused on
objectives.
Develops people through delegation, empowerment and coaching; promotes career and self-development
Communicates in a clear, precise and structured way; speaks with authority and conviction; presents effectively
2. ALI AL-KATHIRI
Riyadh, Saudi Arabia ■ (00966) 504994969 ■ aaakth@yahoo.com
2
Al-Hoshan Group Company, Riyadh, Saudi Arabia July 2012 - June 2013
Customer Care & After Sales Services Manager
Al-Hoshan Group for office furniture deals in best selling internal furniture brands offering complete customer service
along with full support of installation and after sales service.
Key Responsibilities:-
Overseeing all matters related to customer service, proactively managing all aspects of improving the overall
customer service and offering senior management valuable feedback to improve the customer service experience.
Ensuring that all junior staff members directly dealing with customers remain courteous all times on phone,
through email, and even in face to face conversations through continuous training, development, and motivation.
Managing all customers’ complaints and eradicating them at the earliest by raising them to the appropriate
departments, coordinating the issues, and offering advice on ways of resolving issues at hand.
Developing different customer feedback and complaint procedures that would make it more convenient for them
to share all their feedback and experiences with the company, suggesting ways to improve the product quality.
Leading the team of senior customer service representatives by example, involving directing with customers as per
need, and exhibiting outstanding customer service experience that would set precedents for them to follow.
Creating new training programs for improving the customer service in collaboration with the senior management,
ensuring that all new customer service improvement programs comply with company’s vision, mission, and
customer handling philosophy.
Identifying the right type of talent in the company by mentoring them, offering them promotions, and improving
their incentives based on their performance, and working towards a better rewarding environment for the customer
service individuals representing the company.
Managing all aspects of installation and after sales service overseeing all important steps involved from installation
of the product at the site to successfully resolving all issues faced by customers and internal units.
Handling all types of after services service requests demanded by the customers, ensuring that all such services
delivered are of excellent quality and all customer queries are satisfactorily answered.
Accomplishing all set monthly and yearly contract targets by cultivating highly profitable relationships with major
customers in the industry for reaching and exceeding revenue targets set by the company.
Achieving all set monthly and yearly contract targets by cultivating highly profitable relationships with major
customers in the industry for reaching and exceeding revenue targets set by the company.
Keeping the customers satisfied for all after sales service by ensuring timely availability of spare parts, inventory,
and all their other requirements.
United Industrial Investments Company, Riyadh, Saudi Arabia October 2003 - June 2012
Customer services Section Head
Key Responsibilities:-
Developed important customer care strategies in line with company’s passion for capturing more business through
existing customers while ensuring that all services are delivered to customers cost effectively.
Oversaw and ensured successful implementation of all approved projects ensuring that all timescales and cost
targets were met as per original project plans.
Developed performance indicators for customer service professionals to ensure best quality customer service was
delivered while the customer service professionals remained motivated to deliver extraordinary performance at all
times.
Used scheduling software and customer relationship management software (CRM) to schedule and deliver all
necessary tasks important in completion of the projects under process.
Managed all aspects of customer’s order processing starting from receiving of purchase order and delivering the
materials to customer’s mentioned site in time.
3. ALI AL-KATHIRI
Riyadh, Saudi Arabia ■ (00966) 504994969 ■ aaakth@yahoo.com
3
Oversaw all complaints forwarded by the customers to develop and improve the services in light of the
recommendations made, working towards better customer service delivered.
Took charge of training, supporting, and controlling all service department team members, while proactively
worked with senior management to improve the quality of training delivered for improved customer service.
Generated all important management reports that helped the management get overview of the quality of customer
services delivered and the overall performance of team against all set key performance indicators.
Industrial Solvents & Putty Company (BBC Com), Riyadh, Saudi Arabia September 1996 - August 2003
Sales Executive and Customer Services Coordinator
Key Responsibilities:-
Communicated all customers’ orders to the production for completion and to the warehouse for delivery of
finished products.
Kept a proactive follow-up for all orders in process within different departments to ensure there was no unneeded
delay involved in completion of an order under process.
Forwarded all customers incoming inquiries about different issues to relevant departments for timely resolution of
problems faced by them.
Negotiated the terms of different sales agreements and closed as many sales possible to achieve as well as exceed
given sales target for the period.
Helped the company identify new business opportunities and assisted through valuable feedback resulting in more
business achieved.
Kept pace with the product knowledge required to handle different customers’ queries and only forward more
difficult problems.
EDUCATION
Arab Academy for Science, Technology & Maritime Transport, Cairo, Egypt
Master's degree in Business Management, August 2008
University of Science and Technology Sana'a, Yemen, Sanaa, Yemen
Bachelor's degree in Marketing & Production Management, February 2004
Other Training & Courses
Advance Business Communications
Creating an Environment For Serving Our Customers
Team Building Course
Business Administration Through Logistic
Safety Course
APICS Principles of Operations Planning.
Customer First Workshop.
Risk Management.
Critical Skills for Profitable Negotiation
PERSONAL INFORMATION
Date of Birth: 15 August 1976
Nationality: Yemen
Visa Status: Residency Visa (Transferable)
Marital Status: Married
Driving License Issued From: Saudi Arabia
Languages: English and Arabic