Fahad Alhonaityi
Jeddah,Saudi Arabia
Summary
Dedicated professional with a proven track record in the complaints department, adept at resolving issues and ensuring customer satisfaction. Strong interpersonal and communication skills, with a focus on problem-solving and conflict resolution. Detail-oriented and empathetic, committed to maintaining high-quality service standards. Experience in handling customer complaints efficiently and effectively, contributing to a positive overall customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work history
Regulatory complaints - manager
Bupa Arabia health insurance
Jeddah
01.2023 - Current
- Improved customer satisfaction by resolving escalated customer complaints promptly.
- Collaborated with quality assurance department for addressing product-related complaints effectively.
- Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Trained new employees on company's policies and procedures, improving their understanding and job performance.
- Developed a standard operating procedure manual detailing the processes involved in handling a complaint from receipt to resolution.
- Formulated response letters to customers' complaints, maintaining a positive brand image even in challenging situations.
Assistant manager - customer premium care
Bupa Arabia health insurance
04.2017 - 06.2023
- Delegated tasks to team members efficiently improving overall productivity.
- Streamlined store operations with efficient scheduling.
- Handled customer complaints effectively, restoring trust in our brand.
- Coordinated with management on operational issues providing solutions for better efficiency.
- Provided excellent customer service leading to repeat business and customer loyalty.
CUSTOMER SERVICE
Bupa Arabia health insurance
03.2016 - 03.2017
SALES REPRESENTATIVE
Cell avenue
06.2015 - 01.2016
CUSTOMER SERVICE
Zain
01.2010 - 01.2011
NETWORK TECHNICIAN
BTC
01.2009 - 07.2009
Education
Telecommunication engineering -
Collage of telecommunication & information
Saudi Arabia Jeddah 08.2021 - 11 2023
Skills
- Escalation procedures
- Complaint trend analysis
- Regulatory compliance knowledge
- Negotiating techniques
- Complaint analysis
- IT troubleshooting
- Professionalism
- Root Cause Analysis
- Training and coaching
- Quality assurance procedures
- Record keeping and reporting
Websites
Certification
- Into USF - English school, 12/08/14
- SEVEN HABITS OF HIGHLY EFFECTIVE PEOPLE., 10/08/23
- SAMA MONEY LAUNDRY CERTIFICATES, 10/15/23
Languages
English
Advanced
C1
Timeline
Regulatory complaints - manager
Bupa Arabia health insurance
01.2023 - Current
Telecommunication engineering -
Collage of telecommunication & information
08.2021 - 11 2023
Assistant manager - customer premium care
Bupa Arabia health insurance
04.2017 - 06.2023
CUSTOMER SERVICE
Bupa Arabia health insurance
03.2016 - 03.2017
SALES REPRESENTATIVE
Cell avenue
06.2015 - 01.2016
CUSTOMER SERVICE
Zain
01.2010 - 01.2011
NETWORK TECHNICIAN
BTC
01.2009 - 07.2009
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