Mohammed ALMuhawwis
Riyadh
Summary
Experienced Team Leader with expertise in SAMACares System and Oracle CRM System. Proficient in customer service, problem-solving, and effective negotiation. Seeking a position in Customer Service to leverage my skills for continuous improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader | Control & Support | Escalation Unit
Al-Rajhi Bank
01.2022 - Current
- Established a department to oversee customer and product complaints across various bank products.
- Addressed and resolved all escalated complaints and inquiries from the Central Bank (SAMA) urgently.
- Achieved significant improvements in the bank's indicators with the Central Bank (SAMA).
- Enhanced services, procedures, and systems (T24, CTF, AlRajhi APP).
- Developed a comprehensive procedure manual for tasks, follow-up processes, and resolution timelines.
- Generated weekly reports on escalated customer complaints for the department director.
Specialist SAMA Complaint | SAMA Unit | Marketing
Al-Rajhi Bank
05.2013 - 01.2022
- Handled and resolved SAMA client complaints.
- Directed complex complaints to internal stakeholders for resolution.
- Investigated customer fraud and referred cases to relevant departments.
- Managed issues related to alternative banking channels.
- Processed reimbursement payments and account adjustments.
- Provided on-the-job training and supervision for new employees.
- Experience in ARB operation & account codes.
Education
BSc Business Administration "Marketing"
King Saud University
08.2012
Certification
- Professional certificate for the basics of retail banking
- Professional certificate for Credit advisor
- Organizational Leadership in Decision-making
- Accredited Certificate in Corporate Governance
Languages
English, Arabic
Native language
Timeline
Team Leader | Control & Support | Escalation Unit
Al-Rajhi Bank
01.2022 - Current
Specialist SAMA Complaint | SAMA Unit | Marketing
Al-Rajhi Bank
05.2013 - 01.2022
BSc Business Administration "Marketing"
King Saud University
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