Khaled AL-Baaz
Riyadh
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Manager, Loyalty Programs
Saudi Investment Bank
11.2017 - Current
- Implemented effective loyalty programs, increasing customer retention rates.
- Developed customer loyalty programs to increase customer satisfaction.
- Increased customer engagement by designing and managing loyalty programs.
- Drove customer retention by designing and executing loyalty programs.
- Promoted loyalty programs and special offers, boosting customer engagement..
- Coordinated with design and media teams to develop high-quality creative assets.
- Developed annual operating plans and monitoring progress throughout the year.
- Leveraged data-driven insights in decision-making processes, enabling targeted improvements that led to increased program effectiveness.
- Conducted regular audits of existing programs to ensure compliance with applicable regulations, minimizing potential risks.
- Track customer engagement with loyalty programs and provide personalized experiences for members.
Assistant Manager, Loyalty Programs
Saudi Investment Bank
07.2016 - 11.2017
- Receiving any changes within point algorithm from Manager of Loyalty so that reward-code alignment can be sustained.
- Maintaining Points rewards Online and gifts catalogue.
- Selecting and Purchasing gifts from vendors.
- Evaluating vendor performance.
- Negotiating gifts prices with vendors.
- Initiates purchase with Procurement Team.
- Search for best partners to sign with them.
- Monitored points redemption dashboard.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
Partners Relationship Officer
Saudi Investment Bank
05.2015 - 07.2016
- Dealing with customer complaints related to loyalty Programs.
- Submitting monthly report on loyalty program activities.
- Purchase luxury items and gifts.
- Managing inventory records.
- Communicate regularly with partners to understand market and needs and evaluate current usage of products.
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
Service Quality Officer
Saudi Hollandi Bank
05.2011 - 04.2015
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Dealing with all departments to resolve complaints directly.
- Dealing with SAMA complaints and investigate.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Analyzed data trends to identify areas requiring improvement in the customer experience.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
Phone Banking Assistant
Saudi Hollandi Bank
12.2007 - 05.2011
- Provide customer with information on all SHB products such as: Credit Card, ATM, LOAN, Exchange rates
- Follow up transactions on Clients account via Delta online and R8 and Beas24 system such as: card issuance, card upgrade, card activation and cancellation changing payment method, raising complaint, updating personal information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Balanced competing priorities under pressure without compromising quality of service provided.
Sales Representative
Rubayat Company
01.2004 - 02.2007
- Understanding of customer needs and how to communicate well with them.
- Display the product in a way that attracts customers.
- Helping the customer get the right product for him.
- Assisting in the annual inventory at the company's branches.
Education
Bachelor Degree - Business Administration
King Faisal University
01.2013 - 01.2015
Associate Degree - Finance Management
King Saud University
01.2005 - 04.2007
Skills
Effective Communication
undefinedCourses
- Supervisory Management Skills
- Regulatory Awareness Session
- Creative Thinking & Innovation Techniques
- Security Awareness (RAWAM)
- Understanding and Implementing Six Sigma
- Business Etiquette & Protocol
- Compliance & AML Awareness Session
- TISSE Internal Auditor
- Call Centre Agent Certification
- Effective Communication Skills
- Business Continuity Planning at SAIB
- Banking Consumer Protection Principles
- Code of Conduct at SAIB
- Fraud program
- Money laundering program
- Secure bank information and protect privacy
- Commitment program
- The Project Management Professional (PMP)
Timeline
Manager, Loyalty Programs
Saudi Investment Bank
11.2017 - Current
Assistant Manager, Loyalty Programs
Saudi Investment Bank
07.2016 - 11.2017
Partners Relationship Officer
Saudi Investment Bank
05.2015 - 07.2016
Bachelor Degree - Business Administration
King Faisal University
01.2013 - 01.2015
Service Quality Officer
Saudi Hollandi Bank
05.2011 - 04.2015
Phone Banking Assistant
Saudi Hollandi Bank
12.2007 - 05.2011
Associate Degree - Finance Management
King Saud University
01.2005 - 04.2007
Sales Representative
Rubayat Company
01.2004 - 02.2007
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