A highly-motivated and result-driven professional with an experience in managing projects from concept to completion, monitoring business operations. Highly collaborative, influential leader, problem solver, and strong negotiator with skills.
Overview
19
19
years of professional experience
1
1
Certification
Work history
Contact centre manager
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.
Analyzing customer complaints by listening to the call with the broker and knowing the reasons for the customer’s complaint
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 Invest
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.
Customer service officer
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
Certification
ENGLISH COURSE IN KAPLAN INTERNATIONAL ENGLISH - LIVERPOOL, UK, 08/2016
English for work at The Language Gallery, LONDON, UK, 01/2018
BUSINESS CONTINUITY TEAM MEMBERS TRAINING, 10/2011
CAPITAL MARKET AUTHORITY COURSE CME-1, 10/2011
COURSE IN MARKET CONDUCT REGULATION (MCR), 11/2008
COURSE IN SEIBEL CRM ON DEMAND, 01/2008
MUBASHER - AT – DT, 09/2014
Business report writing, 03/2019
Effective Management II, 03/2019
Presentation skills, 03/2019
Banking communication, 03/2019
Truffles Program- Anb Academy, 03/2020
Credit Adviser Professional License - The Financial Academy, 07/2020
Arab Bank's Promising Employees Program, 2019-2020
Strategic Planning Course, 04/2021
Digital Advertising Managing Paid Campaigns, 01/2024
Custom
IVR ANB Invest contact center enhancement Project, 01/2019 WhatsApp Chatbot Project, 03/2022 Business Continuity Management (BCM) Project, 08/2022 Contact Center Enhancement Project-RMS System, 12/2023
Manager of Customer Services, Telesales, Complaint at Alamthal Financing Co.Manager of Customer Services, Telesales, Complaint at Alamthal Financing Co.