Lina Al-Aqrabawi
Riyadh,Saudi Arabia
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Detailed orientated individual experienced in administrative procedures. Oversees day-to-day duties with strong planning and organization skills to delivers projects in timely manner.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Process Improvement Consultant
Interactive Smart Communications
Riyadh
06.2022 - Current
- Led and managed administrative staff to maintain smooth daily operations.
- Planned revenue generation strategies designed for growth.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Developed organizational policies for administrative oversight and internal controls.
- Designed and implemented training to further develop staff based on business goals.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Established clear budgets and cost controls strategies to meet objectives.
- Develop strengths across a range of HR consulting topics, including, but not limited to, HR Transformation, Performance Management, Organization Design, Change Management and People Analytics.
- Keep up to date with current regional and global economic and business trends, particularly maintaining a keen interest in HR trends and the impact on our clients so I can help shape their thinking and our success in the market.
- Assist in the management of team members during projects and actively mentor Consultants in the People and Organization team.
- Conduct current and future state internal culture review and assessment to identify gaps and improvement areas and guide the development of the overall culture engagement strategy accordingly.
- Optimize resources and ensure the team is efficient and provide recommendations for improvement.
Branches Control Manager
Arab Bank
Amman, Jordan
10.2018 - 08.2019
- Conduct periodic surprise review to the branches to ensure that they follow the policies and procedures of the bank review books, returned cheques…. etc.
- Prepare the report of the control field visit to be reported to branches control manager.
- Play the role of a coordinator between branches and GM department.
- Study branches redemption- requests to restore cash excess amounts and to make proper recommendations.
- Conduct emergency visits to the branches assigned by control manager to go through some critical cases (cash differences, customer complaints…)
- Participate and being in location during the process of opening, closing or renovating a branch.
- Review and analyze the reports of the internal audit on branches, direct branches to handle any comments mentioned and suggest solutions to avoid recurrence.
- Study, update and follow customers complaints on operations to sort them out and to avoid recurrence.
- Provide branches staff with needed consultancy & reply to their messages.
- Carry out any assignment/tasks assigned to him by the direct manager.
Customer Experience Manger
Arab Bank
Amman, Jordan
01.2015 - 10.2018
- Manage the department business plan.
- Analyze generated reports to identify performance improvement opportunities.
- Coordination of the Mystery shopping exercise in terms of scheduling, implementation, sharing of results and preparation of the remedial action plan.
- Review Service standards checklists for call center, direct sales, and branches staff.
- Manage customers complaints from all sources.
- Perform branches visits and review results of the branch visits schedules to ensure high level of service is delivered and full adherence to our service standards.
- Participate in Service Excellence initiatives and projects at country level.
- Timely implementation of Service Excellence initiatives progress and report results.
- Monitor our social media (Facebook and Twitter pages).
- Develop new training ideas / materials to enhance the service knowledge and awareness of staff.
- Manage the training coaching and counseling sessions and ensure proper follow up is made post the training to measure improvement.
- Develop SLA’s and monitor implementation.
Service Excellence Supervisor
Arab Bank
Amman, Jordan
03.2014 - 12.2015
- Prepare Service Excellence business plans in coordination with countries, ensure its execution and achievement of its objectives.
- Ensure that the Service Excellence budget is set at country level and is being abided by.
- Supervise and monitor the overall service performance for countries.
- Carry out Service Excellence activities such as Voice of Customers, Branch Visits, and Mystery Shopping according to the set business plan where needed.
- Analyze Service Excellence activities.
- Review Customers’ complaints & root cause analysis performed at country level.
- Training, Coaching, and Counseling to frontline where needed.
- Review Customers’ complaints & root cause analysis performed at country level
Service Excellence coordinator
Arab Bank
Amman, Jordan
06.2010 - 02.2014
- Coordinate and follow up on the Mystery Shopping exercise.
- Investigate and resolve customers complaint.
- Conduct service quality evaluation for front lines employees.
- Regular branches visit according to country business plan.
- Participate in service excellence short- and long-term initiatives and projects.
- Provide timely and accurate reports after data gathering and generation.
- Document and report the initiatives implementation progress.
Contact Center Supervisor
Arab Bank
Amman, Jordan
07.2008 - 05.2010
- Assign tasks to the employees and assess their performance.
- Set targets for the week, month and the year.
- Take over calls whenever required and handle heavy duty days.
- Ensure that all employees adhere to the bank policies and regulations.
- Create a standard script for employees to refer if needed.
- Assess performance with metrics like calls left waiting, abandoned calls, etc.
Inbound & Outbound call center officer
Arab Bank
Amman, Jordan
10.2006 - 06.2008
- Receiving customers calls, inquiries, complaints.
- Log complaints into the system.
- Replying to the customers emails.
- Promote Arab Bank products and services.
Education
Bachelors of Finance and Banking Sciences -
Hashemite University
Zarqa, Jordan 06.2002 - 06.2006
Skills
- Business Process Analysis
- Operations management
- Process improvement solutions
- Employee training
- Customer Experience
Languages
English
Fluent
Arabic
Native
Timeline
Process Improvement Consultant
Interactive Smart Communications
06.2022 - Current
Branches Control Manager
Arab Bank
10.2018 - 08.2019
Customer Experience Manger
Arab Bank
01.2015 - 10.2018
Service Excellence Supervisor
Arab Bank
03.2014 - 12.2015
Service Excellence coordinator
Arab Bank
06.2010 - 02.2014
Contact Center Supervisor
Arab Bank
07.2008 - 05.2010
Inbound & Outbound call center officer
Arab Bank
10.2006 - 06.2008
Bachelors of Finance and Banking Sciences -
Hashemite University
06.2002 - 06.2006
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