Hazzaa K. Al Otaibi

• Establish Customer Care function (Systems, Policy, Procedures, Manpower)
• Establish Events management function (Systems, Policy, Procedures, Manpower)
• Oversee training for representatives to enhance lacking areas
• Maintain day to day operation for 1- Contact Center 2- Customer Service 3- Ongoing events
• Managing long term departmental projects such as and not limited to: further development for customer facing infrastructure, experience design for future city visitors on all touch points, alignment on upcoming events and their requirments

• Established CX functions in HALA Financing.
• Established Contact Center and Customer Care functions.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maximized performance by monitoring daily activities and mentoring team members.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.

- Maintaining all the KPI's dedicated from the company and the Saudi Central Bank

- Apply new methodologies on all customer journey touch points and improving on already used processes.

- Map and find the pain points that face our customer and provide an RCA with fail proof solutions and streamline processes

- Lead a 12 man team in providing resolution to ongoing problems

- Analyze and visualize all incoming issues to provide for high management

- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Resolving customer complaints in a timely manner.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services and company information.