SALMAN HUSSAIN ALSUWAILEM
Riyadh/Al-Kharj,Saudi Arabia
Summary
Customer Experience Quality Specialist. Extensive experience in developing strategies to improve customer experience and achieve operational excellence. Proficient in designing and implementing strategic initiatives aimed at raising service quality and enhancing customer satisfaction and loyalty. Experienced in analyzing performance indicators and voice of customer (VoC) data, identifying opportunities for improvement, and leading transformation projects in highly changeable environments. Skilled at coordinating with cross-functional teams to ensure consistency of experience across touchpoints, while adhering to the highest standards of quality and sustainable innovation.
Overview
4
4
years of professional experience
Work history
quality assurance strategic and intelligence
Al-Rajhi Bank
Riyadh
05.2025 - Current
- Modifying Al Rajhi SMS messages with a total of 567 SMS messages
- Linking the Dynamic system to the Al Rajhi Mobile app.
- Performed comprehensive ICT business process mapping, effectively determining areas for improvement.
- Optimized task execution through comprehensive process mapping.
- Improve the service regarding the granting of reward points to customers if they request and implement a financing product through the application.
- Enable the customer through mobile app if the personal loan request is closed. An SMS message will be sent to the customer.
- Improving the Cortex system for credit cards to avoid this type of error by employees.
- Representing the bank in the development of the Genesis system with subsidiaries.
- Streamlined operational processes for increased efficiency and productivity.
- Analyzing complaints from the CEO's office in particular.
- procedures, identifying areas for optimization.
- Linking the bank's system to the real estate fund system so that it appears in the application.
- Conducted risk assessments for proposed strategic initiatives, ensuring viability.
- Identified potential strategic partners, facilitating mutually beneficial collaborations.
- Enhanced organizational agility by implementing adaptive strategy frameworks.
- Facilitated root cause analysis to prevent recurrence of non-conformities.
- Led root cause analysis initiatives, providing valuable insights into process inefficiencies.
- Enhanced system performance with comprehensive troubleshooting and root cause analysis.
- Performed root cause analysis in deficient areas to identify and resolve central issues.
- Championed efforts towards digitisation of physical files-contributing significantly towards sustainable practices whilst enhancing document security and accessibility.
- Maintained up-to-date records of all corporate documents, aiding swift retrieval when needed.
- Coordinated effectively with different departments to gather essential business insights, facilitating smoother operations company-wide.
- Handled and resolved complex claim issues, improving overall service quality.
Quality assurance officer
Al-Rajhi Bank
Riyadh
12.2023 - 05.2025
- Collaborated with manufacturing department, facilitated better understanding of quality requirements.
- Ensured product quality by implementing rigorous inspection procedures.
- Maintained open communication channels with team members, fostered an environment conducive to feedback and improvement suggestions.
- Streamlined documentation procedures for easy access during audits or inspections.
- Monitored production processes, ensured consistent product quality.
- Led cross-functional teams, promoted culture of continuous improvement.
- Implemented new software tools for streamlined tracking of product issues.
- Collected data from production floor, identified gaps in the existing system.
- Evaluated raw materials for assured supply chain integrity.
- Reviewed and updated company policies to align with evolving industry standards.
- Developed training modules to elevate staff competency in QA practices.
- Monitored individual service returns and updated master quality assurance spreadsheets.
- Implemented and maintained complaints and compliance action tracker to improve production standards.
- Prepared and issued service user questionnaires to solicit feedback and suggestions.
Telesales supervisor
Al-Rajhi Bank
Riyadh
10.2023 - 12.2023
- Assessed individual performances to provide constructive feedback.
- Tracked and reported on sales metrics to senior management consistently.
- Utilised CRM systems effectively in daily operations.
- Ensured all team members met or exceeded sales targets regularly.
- Upheld company policies whilst managing day-to-day telesales activities.
- Implemented incentive programmes for enhanced staff motivation.
- Conducted regular performance reviews, promoting continuous learning culture.
- Provided weekly reports to line manager on lead numbers, appointments made and number and value of completed sales.
- Communicated promotions, offers and new products to increase and maximise sales.
- Recorded customer information and interactions.
- Implemented customer feedback to continuously improve personal performance.
Call centre supervisor
Al-Rajhi Bank
Riyadh
09.2022 - 09.2023
- Conducted performance reviews with team members, provided feedback on areas of improvement.
- Handled resource allocation during peak hours to manage high call volumes effectively.
- Dealt swiftly with personnel issues, maintained high staff morale and motivation levels.
- Monitored calls daily, provided constructive feedback to agents on their performance metrics.
- Implemented changes in operational procedures to increase productivity levels.
- Led training sessions for new recruits to enhance their communication skills.
- Facilitated interdepartmental coordination for better issue resolution, resulted in improved cross-functional collaboration.
- Improved process efficiency by identifying bottlenecks and suggesting corrective measures.
- Coordinated with other departments to ensure seamless customer experience across all platforms.
- Ensured timely resolution of technical issues for uninterrupted customer service delivery.
- Managed escalated customer complaints, resolved issues promptly and professionally.
- Improved customer satisfaction by implementing efficient call handling techniques.
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings.
- Scheduled team meetings to educate agents regarding best practices in dealing with customers.
- Reduced average customer call times through targeted training in quality control.
- Conducted performance evaluations to determine capability and progress of staff.
Call centre agent
Al-Rajhi Bank
Riyadh
09.2021 - 09.2022
- Used persuasive selling techniques to promote company products and services successfully.
- Built long-term client relationships through exceptional customer service skills.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Increased client trust by providing accurate product information.
- Assisted in training new staff members, fostering a supportive work environment.
- Streamlined communication with customers to understand needs better.
- Performed data entry tasks to keep records up-to-date and organised.
- Conducted market research surveys over the phone to gather valuable consumer insights.
- Managed high volume of inbound calls, ensuring swift response times.
Education
Diploma of Education - Office management
General Organization for Technical and Vocational Training
AlRiyadh 2018 - 2019
Skills
- Microsoft Office
- Dynamic
- CTF
- Jira
- PSH
- Genesis
- Al-Durrah
- Newgen
- Prime
- TAMM
- Support for the Real Estate Fund
Languages
Arabic
Native language
English
Intermediate
B1
Crisis And Risk Management
There is an internal course
(Excellence in service), (Self-development at work) in 40 Hours
The Saudi Central Bank test was passed
Anti-Money Laundering
There is an internal course
(Excellence in service), (Self-development at work) in 3 Hours
The Al-Rajhi Bank test was passed
The Importance Of Data Science And Artificial Intelligence
There is an internal course
(Excellence in service), (Self-development at work) in 2 Hours
The Al-Rajhi Bank test was passed
Product testing and online store
There is an internal course
(Excellence in service), (Self-development at work) in 2 Hours
The Al-Rajhi Bank test was passed
Timeline
quality assurance strategic and intelligence
Al-Rajhi Bank
05.2025 - Current
Quality assurance officer
Al-Rajhi Bank
12.2023 - 05.2025
Telesales supervisor
Al-Rajhi Bank
10.2023 - 12.2023
Call centre supervisor
Al-Rajhi Bank
09.2022 - 09.2023
Call centre agent
Al-Rajhi Bank
09.2021 - 09.2022
Diploma of Education - Office management
General Organization for Technical and Vocational Training
2018 - 2019
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