Mohammed Altarifi

Operations Manager with over 15 years of experience in managing service operations and leading cross-functional teams. Specialized in designing and improving operational processes, managing performance KPIs, and ensuring high service quality and customer satisfaction. Experienced in supervising operational teams, managing workflows, implementing service response and escalation policies, and improving operational efficiency through analysis, reporting, and project management.

Project Manager at Naseej for Technology (2023-01 – 2024-03)

Managed multiple concurrent projects with budgets exceeding SAR 47 million under the Project Management Office.

• Managed multiple concurrent projects with budgets exceeding SAR 47 million under the Project Management Office
• Led cross-functional teams and coordinated project execution across departments
• Developed project schedules and managed resources to ensure operational continuity
• Identified operational risks and implemented mitigation strategies
• Provided structured reports to senior stakeholders on project progress and operational impact

Customer Service Manager at STC Solutions – Ministry of Foreign Affairs Knowledge Center (2017-01 – 2022-12)

Managed daily operations of multi-channel support services including phone, email, and ticketing systems.

• Managed daily operations of multi-channel support services including phone, email, and ticketing systems
• Led operational teams responsible for receiving, categorizing, and resolving service requests
• Designed and implemented operational policies defining response times and escalation procedures
• Monitored service KPIs including SLA compliance and service quality indicators
• Coordinated with multiple internal departments to ensure efficient service delivery
• Maintained service reliability while achieving customer satisfaction levels exceeding 90%
• Improved operational efficiency through workflow optimization and structured service monitoring

Head of Content & Customer Communication at Ministry of Foreign Affairs (2013-01 – 2016-12)

Led a team responsible for digital communication and high-volume incoming requests at MOFA Portal.

• Led a team responsible for digital communication and high-volume incoming requests
• Managed workflows for message classification, escalation, and response coordination
• Coordinated with departments and diplomatic missions to ensure accurate communication

Head of Publishing & Editing at Ministry of Foreign Affairs (2016-01 – 2017-12)

Managed a content and communication team in a multi-stakeholder environment at Contact Center & New Media.

• Managed a content and communication team in a multi-stakeholder environment
• Oversaw digital communication processes across social media and official channels

Web Developer & Designer at Advanced Arabic Systems Company (2007-01 – 2013-12)

Designed and developed internal web platforms supporting service delivery operations.

• Designed and developed internal web platforms supporting service delivery operations
• Collaborated with operational teams to build digital solutions for service management

Bachelor of Arts in Geography – King Saud University