Faisal Al-Hamed
Riyadh,Riyadh Region
Summary
Experienced in Contact Canters and Customer Support, Retail Banking & Wealth Management, Compliance, Product management, I am eager to apply my skills to add value to the business and develop my professional experience.
Always willing to learn and take on new challenges, I am excited to contribute to a customer support team.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Vice President, Head of Customer Support
Tiqmo ( Digital Wallet )
Riyadh , Saudi Arabia
10.2024 - Current
- Successfully established a Contact Center in Saudi Arabia by managing the entire project from recruitment, training, systems required, And Customer Support Unit Head's, to vendor agreements and project plans, ensuring a smooth launch for customers.
- Developed and managed various Contact Center units Head's and workflows such as Inbound, Outbound, Social Media and E-services, WFM, Business Intelligence, Training, and Service Quality Audit.
- Collaborated closely with Tiqmo departments to build the Wallet project and resolve any issues or red flags to ensure optimal customer experience.
- Worked with Marketing and Customer Experience teams to establish Contact Center scripts, IVR workflows, and processes that aligned with customer experience goals.
- Worked closely with Finance to set up Contact Center and vendor contract budgets and staffing budgets.
- Developed and implemented Complaint Handling processes, working with compliance, operations, product owners, and related vendors to ensure effective resolution.
- Analyzed KPI reports from Contact Center units to improve daily operations and achieve performance goals.
Director of Customer Support
Tiqmo ( Digital Wallet )
Riyadh , Saudi Arabia
01.2023 - 10.2024
- Successfully established a Contact Center in Saudi Arabia by managing the entire project from recruitment, training, and systems required, to vendor agreements and project plans, ensuring a smooth launch for customers.
- Developed and managed various Contact Center units and workflows such as Inbound, Outbound, Social Media and E-services, WFM, Business Intelligence, Training, and Service Quality Audit.
- Collaborated closely with Tiqmo departments to build the Wallet project and resolve any issues or red flags to ensure optimal customer experience.
- Worked with Marketing and Customer Experience teams to establish Contact Center scripts, IVR workflows, and processes that aligned with customer experience goals.
- Worked closely with Finance to set up Contact Center and vendor contract budgets and staffing budgets.
- Developed and implemented Complaint Handling processes, working with compliance, operations, product owners, and related vendors to ensure effective resolution.
- Analyzed KPI reports from Contact Center units to improve daily operations and achieve performance goals.
CUSTOMER SUPPORT MANAGER
Tiqmo ( Digital Wallet )
Riyadh, Saudi Arabia
05.2022 - 12.2022
- Establish Contact Center in Saudi Arabia: project management including recruitment, training, vendor agreements, and planning
- Manage Contact Center units: Inbound, Outbound, Social Media, E-services, WFM, Business Intelligence, Training, and Service Quality Audit
- Work with Tiqmo Department to develop the Wallet project, identifying and addressing issues and red flags.
- Collaborate with Marketing and Customer Experience teams to create Contact Center scripts, IVR workflows, and processes that meet customer experience goals.
- Work with Finance to set up Contact Center budget, staffing budget, and vendor contract budgets
- Create BRDs related to Contact Center and work with stakeholders to develop customer services.
- Develop and implement Complaint Handling process with Compliance, Operations, Products Owners, and related vendors.
- Monitor Contact Center KPIs and receive reports from units to identify areas for improvement and achieve goals.
ACTING KSA CARD PRODUCT MANAGER
FIRST ABU DHABI BANK (FAB)
Riyadh, Saudi Arabia
01.2021 - 05.2022
- Collaborate with the Head of Cards in KSA to establish new services related to credit and debit cards and contribute to the development of new card products.
- Develop and organize the loyalty program for FAB Bank, ensuring compliance with internal policies and regulations.
- Manage the customer retention unit and develop offers and services to enhance customer loyalty and retention.
- Monitor and analyze product life cycles and recommend pricing and marketing strategies accordingly.
- Recommend criteria for testing newly developed products, review test results, and suggest necessary changes to improve product performance.
RETAIL BANKING CONTACT CENTER MANAGER
FIRST ABU DHABI BANK (FAB)
Riyadh , Saudi Arabia
09.2020 - 05.2022
- Establish and manage the Contact Center project and move the department from UAE to Saudi Arabia Based on SAMA Regulations, including recruitment, training, and systems implementation, until the launch with our customers.
- Launch new customer service channels, such as E-services unit, complaints unit, and branch support unit, under the Contact Center's management.
- Develop policies and procedures for phone banking services, ensuring compliance with regulatory requirements from the Central Bank of Saudi Arabia.
- Analyze Contact Center statistics, including sales rates, costs, and customer service metrics.
- Plan resources effectively, maximizing productivity of people and technology. Collect and analyze data regularly and use insights to improve performance.
E-SERVICES & SOCIAL MEDIA SUPERVISOR
SAB BANK
Riyadh, Saudi Arabia
01.2019 - 09.2020
- Develop and execute the Bank's digital strategy, in collaboration with other departments, to enhance the Bank's digital presence and improve customer experience.
- Monitor and analyze customer feedback on digital channels to identify areas for improvement and provide recommendations to management.
- Manage digital channel projects, from scoping to implementation, ensuring they are delivered on time, within budget, and meet quality standards.
- Work with IT to ensure that all digital channels are secure, reliable, and comply with regulatory requirements.
- Develop and maintain relationships with key digital vendors, ensuring that they deliver value for the Bank.
E-SERVICES & SOCIAL MEDIA AGENT
SAB BANK
Riyadh, Saudi Arabia
08.2018 - 01.2019
- Handle SABB's official customer service channels on social media platforms such as Twitter and Facebook, as well as the official email and CRM channels.
- Respond to customer inquiries, complaints, and feedback in a timely and professional manner, while ensuring compliance with the bank's policies and procedures.
- Escalate complex issues to the appropriate department for resolution and follow-up to ensure timely closure within SLAs.
- Evaluate and improve the quality of social media customer service by continuously analyzing and improving customer satisfaction metrics.
Education
Bachelor of Business Administration - Management
Midocean University
Saudi Arabia 09.2024 -
Skills
- Ability to withstand the pressure of work
- Self-development
- Decision Making
- The ability to build constructive social relations
- Teamwork
sections.external_links.name
Languages
Arabic
Native
English
Fluent
Certification
- Risk management - IBMI
- Digital transformation - IBMI
- Financial crime risk - SAB Bank
- Operational risk - SAB Bank
- Retail Banking professional foundation certificate - SAMA
Timeline
Vice President, Head of Customer Support
Tiqmo ( Digital Wallet )
10.2024 - Current
Bachelor of Business Administration - Management
Midocean University
09.2024 -
Director of Customer Support
Tiqmo ( Digital Wallet )
01.2023 - 10.2024
CUSTOMER SUPPORT MANAGER
Tiqmo ( Digital Wallet )
05.2022 - 12.2022
ACTING KSA CARD PRODUCT MANAGER
FIRST ABU DHABI BANK (FAB)
01.2021 - 05.2022
RETAIL BANKING CONTACT CENTER MANAGER
FIRST ABU DHABI BANK (FAB)
09.2020 - 05.2022
E-SERVICES & SOCIAL MEDIA SUPERVISOR
SAB BANK
01.2019 - 09.2020
E-SERVICES & SOCIAL MEDIA AGENT
SAB BANK
08.2018 - 01.2019
- Risk management - IBMI
- Digital transformation - IBMI
- Financial crime risk - SAB Bank
- Operational risk - SAB Bank
- Retail Banking professional foundation certificate - SAMA
Similar Profiles
TAMAR MIKELADZETAMAR MIKELADZE
QA Manual/Middle at Digital WalletQA Manual/Middle at Digital Wallet
Anil DhereAnil Dhere
Product Manager at TiqmoProduct Manager at Tiqmo
Roomani PaudelRoomani Paudel
Finance Intern at Khalti Digital Wallet And Online PaymentsFinance Intern at Khalti Digital Wallet And Online Payments