Experience

Alawwal Bank

• Saudi Arabia
• Banking
• 1 - 100 Employee

• Call Center Training Manager



Alawwal Bank

• Saudi Arabia
• Banking
• 1 - 100 Employee

• Service Quality Department & Customer Care Unit Manager

  • Jan 2004 - Mar 2011

  •Created complaint unit as per SAMA requirements and provide SAMA with presentation regarding establish complaint Unit in SHB adherence with applicable regulation including SAMA rules for handling customer’s complaints.•Responsible of direct communication with SAMA regarding SAMA complaints.•Implemented Customer Complaint Management System (CCMS) to cover all consumer & corporate department with provided suitable presentation and training for all SHB branches and department Kingdome wide.•Created Service Quality Performance Indicator (SQPI) for Customer Care staff identifying to fairly measure their performance based on number of complaints handled – Turnaround time of solving the complaint and quality of work. •Created and implemented quality monitoring plan and Index to measure complaints handling activities within Customer Care. •Created healthy competition between the branches through the monthly Branch Mastery Calling Shopping Survey, plus implemented Branch Mystery Shopping programmed & Customer Satisfaction Survey during 2008/2009.•Achieved Returned Mail project and the actual saved amount in 2009 was SAR200, 000 and a database related to returned mail has been created to be updated regularly by administration team in order to reduce the number of returned mail with the cost and satisfied the customers. Developed the Quality Agent assessment and translated it to Arabic language.Enhanced the Call Center Department through amendment to the service standards which resulted in saving agents time.Trained the Call Center agents on certain bank’s products. Transported a customer complaint to a bank agreement with new entity.One of the core team members for the new banking system (GLOBUS)