Rateel Aldhafiri
Riyadh
Summary
Versatile professional with expertise in customer service, complaint resolution, and process improvement. Skilled in analyzing processes, solving problems, training teams, and improving internal workflows. Known for strong communication, collaboration, and organizational skills, with the ability to adapt quickly and contribute to quality, operations, training, or business process roles. and passionate about continuous learning and professional growth across different functions.
Overview
4
4
years of professional experience
Work History
Complaints Resolution Specialist
Neoleap
06.2024 - Current
- Handled and resolved customer complaints submitted via SAMA Cares, ensuring timely resolution and compliance with regulatory requirements
- Managed transfer-related complaints efficiently by coordinating directly with IT, enhancing resolution speed and customer satisfaction
- Conducted root cause analysis to identify recurring issues and collaborated with relevant departments to develop corrective actions
- Created and maintained complaint tracking reports, providing management with insights into trends and potential process improvements
- Worked closely with Quality and Compliance teams to align complaint resolution processes with company standards and regulatory expectations
- Participated in internal meetings to share customer feedback, helping enhance products and service offerings based on real user insights
- Supported training sessions for new team members, sharing best practices in complaint handling and documentation
Customer Service Analyst
Neoleap
07.2022 - 06.2024
- Delivered frontline customer service for Neoleap merchants, handling inquiries related to products, onboarding, and account issues
- Assisted merchants with eCommerce and payments product support, ensuring they understood platform capabilities and service options
- Worked closely with the Sales Team to provide potential merchants with product information and help them complete the onboarding process
- Provided back-office support to the Complaints Team, assisting with initial documentation and follow-up on SAMA Cares cases
- Mentored and trained new customer service agents, ensuring they quickly adapted to internal systems, service processes, and quality standards
Customer Service Representative
Majorel
08.2021 - 07.2022
- Provided customer support across multiple communication channels, ensuring quick and professional responses to all inquiries
- Handled technical and product-related questions for Neoleap's merchant products while representing Majorel
- Supported the sales team by explaining products and services to merchants, contributing to successful onboarding and activation
- Assisted with handling SAMA Cares complaints, gaining strong exposure to regulatory complaint handling processes
- Collaborated with Team Leaders and Quality Assurance teams to consistently meet performance metrics such as First Call Resolution (FCR) and Customer Satisfaction (CSAT)
Education
Bachelor's Degree - English Language
Shaqra University
01.2020
Skills
- Complaint Handling & Case Management
- Process Analysis & Process Improvement
- Quality Monitoring & Reporting
- Training & Onboarding Support
- Customer Communication
- Data Collection & Trend Analysis
- CRM Systems (Customer Relationship Management)
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Problem Solving & Root Cause Analysis
- Adaptability & Quick Learning
Timeline
Complaints Resolution Specialist
Neoleap
06.2024 - Current
Customer Service Analyst
Neoleap
07.2022 - 06.2024
Customer Service Representative
Majorel
08.2021 - 07.2022
Bachelor's Degree - English Language
Shaqra University
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