AFNAN AL AMRI

• Prepared daily and monthly reports for management, outlining collection efforts and outcomes, which supported informed strategic decision-making and improved overall performance.
• Prepared and submitted delinquent customer reports to SIMAH credit bureau, ensuring compliance with regulatory standards and timely updates.
• Enhanced use of collection software (such as SAP and CRM), streamlining tracking, reporting, and performance analysis.
• Prioritized high-risk accounts, helping to reduce company losses and ensure timely debt recovery.
• Strengthened debtor communication, using personalized approaches to significantly increase repayment rates.
• Developed and implemented new debt collection procedures, improving customer interaction and boosting collection efficiency.
• Collaborated across departments to resolve issues with accounts and implement tailored solutions.
• Created a detailed monitoring system for overdue accounts, reducing default risks and speeding up collection processes.
• Trained the team on advanced collection strategies, resulting in improved collection rates and reduced delinquent accounts.
• Developed strategies to enhance debt recovery and reduce payment delays by updating procedures and adopting flexible, effective methods.

• Trained junior staff on CRM systems, improving team efficiency and performance.
• Reduced average customer call time by 2 minutes through targeted coaching.
• Handled complaint escalations professionally, maintaining high customer satisfaction.
• Led performance reviews and continuous development initiatives for staff.
• Designed strategic schedules and delegated tasks to boost productivity.
• Monitored call quality and team performance to ensure service standards.
• Managed recruitment, conflict resolution, and team coordination across departments.
• Maintained accurate records and communicated policy updates to streamline operations.
• Generated new client leads through customer research and proactive service.

Complaints Ministry of Commerce and Investment Coordinator.

• Completed thorough documentation in CRM for each enquiry.
• Completed transactions to replace or exchange defective items.
• Handled in-person, email and mailed correspondence.
• Recorded information about inquiries and complaints within internal database.
• Implemented customer follow up to uphold service standards.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Coordinated advanced help for complex products and service issues.

• Enabled efficient follow-up by accurately recording customer requirements and details in CRM.
• Recommended technology to improve call flow, reducing customer waiting time.
• Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
• Improved call metric standards to exceed performance KPI targets.