Bsmah Alajaji
Riyadh
Summary
Experience in leading, directing, and developing Customer Service operations with more than ten employees, for 14 years of customer service experience. Raised the level of customer service by 98% over the past four years. Seeking a new challenge to improve, develop employees, and products.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager of Customer Services, Telesales, Complaint
Alamthal Financing Co.
01.2021 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Service and Communications Manger
ANB invest
03.2015 - 12.2020
- Develop quality 10 employees within the Call center to take over leadership positions.
- Create clear and effective policies governing all aspects of employee work and interaction with customers.
- Established and oversaw performance targets for call center associates.
- Maintain call center equipment in Good work order to maximize productivity.
- Evaluated employees' performance on a services-customer basis and conveyed constructive feedback to improve skills.
- Answered customer questions about products and services.
- Discussed investment risks with clients to determine the right products for clients.
- Overseeing the daily operations of call centers and the employees.
- Training the Call Center team with any new system.
- Daily reports
Customer Care Supervisor
ANB Invest
03.2014 - 02.2015
- Lead practical efforts to solve problems, track customer requests for more than 100 cases with other departments, make sure implemented quickly, inform clients.
- Report complaints cases with average of 10 cases, solve them, improve relationship with customers to attract other clients.
Customer Service Assistant Supervisor
ANB Invest
07.2011 - 02.2014
- Answer average of 60 calls, emails, faxes per day, solving problems, providing product information.
- Lead 13 staff by receiving large number of calls, with best service, send reports about total calls daily, weekly, monthly.
- Make presentation about programs.
Data Entry Operator
Anb Inves
12.2007 - 09.2012
- Update, open new customers portfolios file averaging 80 files per day.
- Edit customer details that receiving throw CRM program from customer service about 80 requests per day.
Customers Service Assistant
Anb Bank
01.2006 - 11.2007
- Resolve client loans problems.
- Exceed target for four months, attract clients account worth more than 2 million.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Proved successful working within tight deadlines and fast-paced atmosphere
- Worked flexible hours; night, weekend, and holiday shifts
Education
SCIENCES & ENGINEERING
Community Collège
Riyadh, Saudi Arabia05.2004
Skills
- Strategic Planning
- Positive Attitude
- Hiring and Training
- Staff Development
- Negotiation
- Project Management
- Quality Assurance
- De-escalation Techniques
- Multitasking
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Call Volume and Quality Metrics
- Administrative and Office Support
- Business Development
- Time Management
Certification
· 2016-08
ENGLISH COURSE IN KAPLAN INTERNATIONAL ENGLISH - LIVERPOOL, UK
· 2018-01
English for work at The Language Gallery, LONDON, UK
BUSINESS CONTINUITY TEAM MEMBERS TRAINING
· 2011-10
CAPITAL MARKET AUTHORITY COURSE CME-1
· 2008-11
COURSE IN MARKET CONDUCT REGULATION (MCR)
· 2008-01
COURSE IN SEIBEL CRM ON DEMAND
· 2014-09
MUBASHER - AT – DT
· 2019-03
Business report writing
· 2019-03
Effective Management II
· 2019-03
Presentation skills
· 2019-03
Banking communication
· 2020-03
Truffles Program- Anb Academy
· 2020-07
Credit Adviser Professional License - The Financial Academy
License
· 2019-2020
Arab Bank's Promising Employees Program
· 2021-04
Strategic Planning Course
· 2024-01
Digital Advertising Managing Paid Campaigns
Projects
· 2019-01
IVR ANB Invest contact center enhancement Project
· 2022-03
WhatsApp Chatbot Project
· 2022-08
· Business Continuity Management (BCM) Project
· 2023-12
Contact Center Enhancement Project-RMS System
Timeline
Manager of Customer Services, Telesales, Complaint
Alamthal Financing Co.
01.2021 - Current
Customer Service and Communications Manger
ANB invest
03.2015 - 12.2020
Customer Care Supervisor
ANB Invest
03.2014 - 02.2015
Customer Service Assistant Supervisor
ANB Invest
07.2011 - 02.2014
Data Entry Operator
Anb Inves
12.2007 - 09.2012
Customers Service Assistant
Anb Bank
01.2006 - 11.2007
SCIENCES & ENGINEERING
Community Collège
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