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

years of professional experience

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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