Samira AL Mughairi
Ruwi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Communication & Sustainability Manager
Oman Transmission Electricity Company
04.2022 - Current
- Manage and execute change management campaign
- Manage company’s’ website
- Develop and execute the communications strategy for the company in line with group focus areas
- Develop and maintain annual media relations calendar and plan
- Develop and Execute the Communication Policy, ensure adherence to the Policy
- Support the skill building process of identified internal spokespersons and build the media presence
- Coordinate local spokespersons requirements and key messages
- Coordinate the Group’s Sustainability Policy in line with group focus areas
- Review all sponsorship requests and Sustainability Requisition
- Execute Sustainability policy, ensure adherence to the Sustainability Policy
- Proactively engage with internal stakeholders to promote Company and group wide initiatives to internal stakeholders and ensure all communication initiatives are communicated to internal stakeholders effectively
- Coordinate and execute brand development and implementation with Group Communications and Sustainability Department
- Review and approve the design and contents for various corporate publications i.e
- Corporate newsletter, email messages, internal and external portal postings, banners, flyers etc
- Identify and plan for expenses during the year in alignment with business objectives and priorities
- Finalize the budget for the department/section and monitor budget continuously.
Acting General Manager Corporate Affairs
Oman Transmission Electricity Company
09.2023 - 04.2024
- Manage and execute change management campaign
- Manage company’s’ website
- Develop and execute the communications strategy for the company
- Led the development and implementation of risk management strategies, ensuring alignment with business objectives and regulatory requirements
- Manage business continuity planning and implementation
- Manage shareholder relations, maintaining effective communication and engagement with shareholders
- Prepare corporate performance scorecards and reports, providing insights and recommendations to senior management and the BOD
- Direct the preparation and publication of the annual report and corporate governance report, ensuring compliance with regulatory standards
- Implement lean management principles to improve operational efficiency and drive continuous improvement
- Manage the Integrated Management System (IMS), ensuring compliance with ISO standards and driving operational excellence
- Conduct benchmarking activities to identify best practices and drive performance improvement
- Develop and monitor the company's strategy, ensuring alignment with organizational goals and objectives
- Manage the implementation of strategic initiatives, monitoring progress and ensuring timely completion.
Manager, Communication and Sustainability
Rural Area Electricity Company
12.2012 - 04.2022
- Develop new and creative communication streams, including podcasts and videos
- Build relationships and contacts with relevant print, broadcast, and online journalists in the Oman and throughout the world
- Review RAECO’s work and research regularly in order to identify possible stories, then undertake proactive media engagement, including writing press releases and pitching feature articles
- Respond to all media enquiries in a timely and accurate manner
- Contribute material concerning RAECO’s communications program to funding proposals and reports where appropriate
- Recruit, train, motivate and manage communication, media, and CRM employees where appropriate to assist in carrying out the above responsibilities
- To lead on the development and implementation of RAECO’s communications strategy
- To develop and execute RAECO’s media strategy across all media, including press, broadcast, and publications to raise RAECO’s profile and market RAECO’s activities (including international)
- To take responsibility for the development and management of RAECO’s website, including keeping content up to date and appropriate, making improvements to functionality and advising colleagues on maximizing its potential
- To implement and expand a new social media strategy to raise RAECO’s profile and market RAECO’s activities
- Contribute expertise in the areas of media and online engagement and public outreach to RAECO’s overall strategic planning
- Develop publicity materials for RAECO’s activities
- To set (with the CEO), monitor and forecast an accurate Communications Budget
- To work with the head of Media to ensure that media and communications functions are joined up and complementary
- Carry out other general communications, CRM and media tasks that may arise in the media, CRM, and Communications Team
- To manage the Communication Head, Media Head and CRM Head, monitoring and evaluating their activities and providing support with staff development
- Handel and supervise all social media.
Call Centre Head
Rural Area Electricity Company
10.2012 - 12.2012
- Adhere to the Company’s health, safety, environmental and security policies always and immediately report violations of these policies to RAEC’s health, safety & environment representatives
- Adhere to & support ISO processes, certification renewal & ensure areas of responsibility are in constant compliance
- Establish call centre from system, workstation, staff recruitment, preparing reports, rules and procedure and furniture, suggest on IT infrastructure
- Tracks and records performance measures and reports these measures to management on a daily basis
- Communicates clear targets and objectives to the Team
- Supports this with consistent, specific, relevant, and regular feedback
- With direction from the CEO, analyzes, forecasts, and plans workflow and capacity for the Team to ensure all targets are achieved
- Provides feedback as to how the call Centre is progressing by coordinating the hourly reporting of service level
- Co-ordinates and conducts briefings and induction sessions to ensure all Team members are effectively trained on new products and services
- Monitors telephone calls to provide structured, consistent, support and advice
- Coach call Centre staff members to provide constructive, structured, and positive feedback
- Ensures that all Call Centre employees are courteous, professional, and attuned to the customer’s needs
- Monitors and tests knowledge levels to identify training needs
- Ensures that those needs are met
- Identifies and utilizes any or all the resources to achieve the Teams’ goals and objectives
- Where these resources are insufficient, the Call Centre Head approaches the CEO with possible resolutions
- Proactively searches for quicker and easier ways to achieve results
- Determines areas for cost saving
- Pro-actively implements and monitors monthly work schedules and rosters to ensure adequate staffing levels for the Team and shift covered
- Requests and assists with recruitment when required
- Implements new operational systems, procedures, and process flows to improve productivity of the call center, and to accommodate new products and services
- Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels
- Measure & analyze customer complaints & provide required improvement for a permanent solution where needed
- Manages the personnel in the following areas: attendance, monitoring, coaching and time scheduling
- Liaise with consultants and other key stakeholders as needed
- Other duties, as assigned.
Call Centre In Charge
Muscat Electricity Distribution Company
01.2008 - 01.2012
- Establish call Centre from system, workstation, staff recruitment, preparing reports, rules and procedure and furniture, suggest on IT infrastructure
- Supervises the activities of the call Centre
- Deals with complex customer complaints, resolving queries/problems and ensuring that prompt follow up is provided to the customer following investigation and closure
- Refers customer issues to the relevant customer service Centre to coordinate customer responses with other department sections and district offices
- Study and testify reports submitted by district offices
- Develops a structured plan for the operation of the help desk function based on data and issues from the Problem Management System
- Identifies efficiencies to be gained and structures accordingly
- Trains call Centre agent
- Deals with desk-top support continually to allocate issues and follow up a success of solution or escalate issues on no solution being provided
- Manages Problem Management System call logging system daily including but not limited to: Accurate documentation of the problem
- Capture of pertinent information to aid problem determination
- Severity and business impact of the problem
- Dialogue establishment between help desk and customer
- Identifies problem severity by: Number of clients affected
- Type of Service disrupted
- Length of outage
- Several times the problem re-occurs
- Resolves problems
- Determining the problem resolution procedure
- Executing the problem resolution procedure
- Documenting the process and the results
- Submission of procedure to the knowledge database
- Uses problem tracking database to identify trends and issues in the Company’s service to its customers
- Being part of campaign team and participating accordingly
- Prepare presentations to different companies and ministries to provide awareness
- Being Part of recruitment team, handling interviews.
Team Leader
Gulf Air
01.2004 - 01.2008
- Motivate and lead team to support and deliver Gulf Air’s vision and business objectives
- Monitor and maintain individual team member’s performance relating to the maintenance of service level across WWCC to ensure it does not fall below the agreed SLA
- Ensure commercial success of the WWCC and revenue generation through maximizing the effectiveness of the WWCC team
- Prepare, plan and implement performance management career planning, feedback, coaching and communication to ensure staff achieve KPI requirements/business goals
- Perform quality assurance assessment of staff performance/procedures to ensure efficiency and the integrity of GF products and services is not compromised
- Action PFC (Pre Flight-Check) i.e.: checking passengers booking and confirming their traveling date
- Canceling duplicate bookings
- Inform passengers regarding flight delays, downgrades, and cancellation of flights
- Action PTA (Paid Ticket in Advance) taking payment and transfer booking to passengers’ destinations to be ticketed
- Dealing with travel agents and handling complaints
- Issue tickets for passengers through their credit card
- Acquire and disseminate product and technical knowledge to staff to ensure accuracy of information delivered to GF customer base
- Prepare, plan and report to Duty Manager on daily/weekly basis to ensure clear channels of communication and that management are advised/informed of key issues/events relevant to the achievement of business goals/SOP
- Plan and conduct formal/informal meetings with team to ensure consistency of feedback/information.
Reservation and Ticketing Agent
Gulf Air
01.1996 - 01.2004
- Receiving and handling customer calls in a warm and professional manner
- Identify customer needs and effectively seek and implement solutions to their queries to the satisfaction of the customer and the industry-benchmarked standard of customer service excellence
- Proactively safeguard the reputation of Gulf Air by identifying and managing potential issues as presented and identified
- Successfully achieve KPI as determined by current business needs on a daily/weekly/monthly basis as applicable
- Be flexible and lend telephony skills whenever needed subject to call volume regardless of work section designated
- Ensure strict compliance to schedule regarding punctuality/breaks/time keeping/time management in line with recognized Contact Center Industry needs
- Generate revenue opportunities and promote Gulf Air products and services where appropriate and direct the customer to the relevant personnel/department to maximize identified revenue opportunity
- Demonstrate a positive, solutions focused attitude to ensure a motivated, energized work environment of benefit of customer, self and team.
Education
BA Business Management HONS -
Stafford University
Skills
- Microsoft office (Excel, Word, Power Point)
- Communication skill
- Leadership
- Campaign Management
- Employee Engagement
- Business Communication
- Branding
- Project
- Crisis Communication Management
- Marketing Communication Planning
- Sustainability
- Media
- Tendering Process Understanding
- Basic IT Skills
- Recruitment
- PR
- Social responsibility
- Contact Centre background
- Electricity Sector background
- Customer service background
Certification
- Recognition for valuable contributions for achieving Gold Category in the Sustainability Week Award 2024, 2024
- Recognition for organizing the official launch of Rapt Phase one Project, 2023
- Recognition for exceptional dedication and valuable contribution towards upholding the organization’s commitments and successfully resolving actions stemming from exceptional events, 2023
- Recognition for participating at GCC Cigre Conference 2022 in Al Riyadh, 2023
- Recognition of active participation in delivering the first Sustainability Report according to Global Initiative Report Standards, 2016
- Support on organizing the 3rd Knowledge sharing conference as the first virtual conference in Oman, 2016
- Participation in the successful implementation of Digital communication project (Phase1- Microsoft office 365), 2015
- Appreciation certificate from RAEC contact center staff, 2014
- Support organizing the first knowledge sharing conference, 2013
- Department of excellence, 2013
Languages
Arabic & English
Projects Handled
- Project Manager, change management Campaign for OETC (2022)
- Project Manager, Nama Group Rebranding campaign (2019)
- Project Manager, Knowledge Sharing conference for Nama (2014)
- Project Manager, Save Energy Campaign for RAEC (2012, 2013, 2014)
- Project Manager, Staff Engagement and Role Play director in for RAEC (2013)
Career Experience
A dynamic, adaptable, and conscientious Leader with a total experience of more than 25 years in Customer Service, Communication & Sustainability, Media, Brand Management and Corporate Affairs field. Overcomes challenges through diplomatic communication methods plus an effective team player with strong coaching skills. Consistently works to the highest professional standards and thrives when working as part of a cohesive team to achieve business objectives and organization strategic direction.
References And Certificates
Available on request
Personal Information
- Nationality: Omani
- Marital Status: Married
Hobbies and Interests
Reading and travelling around helped develop my communication skills through meeting variety of people.
Training
- GCC CIGRE (Abu Dhabi, UAE) 2023
- International Cigre Symposium (Muscat) 2023
- GCC CIGRE (a leading organizations on Electric Power Systems, covering technical, economic, environmental, organizational, and regulatory aspects) (Riyadh, KSA) 2022
- External public relation & international cooperation (Salalah) 2016
- Knowledge sharing conference (Muscat) 2016
- 3rd Doqom Society and Economy Forum (Muscat) 09/May/2017
- Sustainability Practitioner (ESG) Program, 2024, Muscat
- Intensive training through Learning Management System (LMS), 2019-2024
- Strategy Management Based on Balanced Scorecard Methodology, 2015, Muscat
- Strategic Planning & Goal setting, 2015, Dubai
- CPR for Adults, children, and infant, 2015, Muscat
- Meeting the Press, 2014, Muscat
- Communicate with impact, 2014, London
- Team building (IMD), 2014, Muscat
- Executive Coaching, 2013, Muscat
- Certified KPI professional, 2013, Muscat
- Public Relation strategy development, 2013, Doha
- Business writing Report, 2011, Muscat
- Bullet proof manager, 2011
- Management Development Program, 2010, Muscat
- CRM (Customer Relation Management), 2010, India
- English Language Upper Intermediate 1, 1995, Muscat
- English Language Upper Intermediate 2, 1995, Muscat
- English Language Beginner 1, 1989, Muscat
- English Language Beginner 2, 1989, Muscat
- English Language Low Intermediate1, 1989, Muscat
Accomplishments
I successfully issued the company's first-ever sustainability report for 2023. This comprehensive document underscores our commitment to sustainable practices, environmental stewardship, and social responsibility.
In addition to this accomplishment, I am proud to announce that our company won the Gold Category Award for sustainability during Sustainability Week, in the medium-sized category.
Reading, Traveling, Sports
Reading:
I am an avid reader with a passion for exploring a diverse range of genres. From thought-provoking non-fiction and insightful biographies to captivating novels and classic literature, reading allows me to continuously expand my knowledge and gain new perspectives. It also enhances my critical thinking and analytical skills, which I apply in both my personal and professional life.
Traveling:
Traveling is one of my greatest passions. It provides me with the opportunity to immerse myself in different cultures, meet new people, and experience the world's rich diversity firsthand. My travels have taken me to various parts of the globe, each journey broadening my understanding and appreciation of global perspectives. Traveling also inspires creativity, adaptability, and a greater sense of empathy, which are invaluable traits in today's interconnected world.
Sports:
Engaging in sports helps me maintain a healthy lifestyle, build teamwork and leadership skills, and foster a spirit of discipline and perseverance.
These hobbies not only enrich my personal life but also contribute to my professional growth by fostering a well-rounded and balanced approach to work and life.
Timeline
Acting General Manager Corporate Affairs
Oman Transmission Electricity Company
09.2023 - 04.2024
Communication & Sustainability Manager
Oman Transmission Electricity Company
04.2022 - Current
Manager, Communication and Sustainability
Rural Area Electricity Company
12.2012 - 04.2022
Call Centre Head
Rural Area Electricity Company
10.2012 - 12.2012
Call Centre In Charge
Muscat Electricity Distribution Company
01.2008 - 01.2012
Team Leader
Gulf Air
01.2004 - 01.2008
Reservation and Ticketing Agent
Gulf Air
01.1996 - 01.2004
BA Business Management HONS -
Stafford University
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