Summary
Overview
Work History
Education
Skills
Timeline
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Farah D. Aldahmashi

Riyadh,Saudi Arabia

Summary

Experienced Support Specialist with a strong background in customer service, internal communication, and process improvement. Skilled at developing operational procedures, optimizing internal broadcasts, and enhancing productivity through process optimization. Eager to apply my expertise in a challenging role that contributes to organizational success while advancing my career.

Overview

2
2
years of professional experience

Work History

Support Specialist - Procedures & Improvements

Riyad Bank
Riyadh, Saudi Arabia
10.2024 - Current
  • Review all current procedures and provide update/amendment.
  • Make sure to close all gaps in the procedures.
  • Make sure to distribution all new procedures to concern staff.
  • Processing and following up the observations and closing them from the Audit department.
    Error rate.
  • Complete tasks as required.

    Coordinating with the Marketing Department to monitor new offers and initiatives and ensuring their distribution to all center departments to enhance staff awareness and improve customer service quality.

    Communicating with the Technical Team to inquire about scheduled maintenance activities that may impact banking services, and sharing updates with relevant departments to ensure staff readiness and deliver accurate and professional customer support.

    Contributed to enhancing the internal broadcast content for the Contact Center by updating the main framework of the broadcast and introducing a new weekly section titled “Weekly Circular Summary,” which compiles and summarizes all offers and maintenance updates shared during the week, ensuring its distribution to all center departments to maintain staff readiness and up-to-date information.

    Contributed to the overall development of the department by creating user guides to streamline processes and enhance staff efficiency.

    Took the initiative to conduct employee surveys to gather feedback and identify areas for improvement, leading to actionable insights for the department’s overall development.

    Played an active role in delivering a developmental session for new employees, focusing on informing them about the department’s procedures and ensuring smooth integration. I conduct this session for every new employee who joins the department.

Call Service Specialist

Riyad Bank
Riyadh, Saudi Arabia
10.2023 - 10.2024
  • Managed customer calls in both Arabic and English, ensuring clear communication and quick issue resolution.
  • Investigated and resolved customer account fraud cases with a focus on accuracy and efficiency.
  • Delivered first-call resolution for customer inquiries, maintaining high satisfaction levels.
  • Effectively handled high call volumes, ensuring optimum productivity while maintaining quality service.
  • Utilized strong problem-solving and communication skills to resolve customer complaints and maintain positive relationships.

Education

Bachelor's Degree - English Language & Literature

Imam Mohammed Ibn Saud Islamic University

Skills

  • Adaptability
  • Time Management
  • Problem-Solving
  • Attention to Detail
  • Teamwork
  • Attention to Details
  • Initiative
  • Effective Communication

Timeline

Support Specialist - Procedures & Improvements

Riyad Bank
10.2024 - Current

Call Service Specialist

Riyad Bank
10.2023 - 10.2024

Bachelor's Degree - English Language & Literature

Imam Mohammed Ibn Saud Islamic University

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Farah D. Aldahmashi