Head of Customer Service and Call Center

Doha Bank

August 2012 to July 2016

Managing the entire Customer Service at the organization.
Manage Service delivery at both Strategic and Tactical across all customer "touch points", to ensure consistency.
Manage all inputs on social media and monitor complaints across all other media that might impact that bank and take the corrective action.
Analyze feedback from customers through variety of methods
Responsible for 4 regional contact centers which include: customer service, customer complaints and service telesales.

Head of Service Quality

Emirates Islamic Bank

February 2008 to August 2012

Established new service quality department
Set service quality policy and procedure and monitoring KPIs and SLA.
Worked effectively to improve the processes and service delivery to achieve the defined goals.
Promoted the importance of service quality across the Retail Banking
Reviewed customer experience, ensured all processes are consistent, scalable and properly documented
Trained staff to deliver a higher standard of service quality to ensure the satisfactory of customers

Head of Contact Center

Abu dhabi islamic bank

June 2005 to February 2008

? Implemented new complete contact center (entire platform), managed 200 agents (inbound and outbound calls).
? Achieved Target Service Levels (offered calls, Abandon calls, calls answered, Averaged call waiting, first call resolution %, Averaged call length) and achieved 90% of sales target VIA outbound team
? Responsible form staff recruitment, staff management and training and staff Performance Appraisals.

Call Center Manager

UNION NATIONAL BANK

May 2004 to June 2005

? Setup a new complete contact center (entire platform)
? Managed 100 call center agents and also implemented contact center KPIs
? Achieved sales target set by the bank management
? Achieved Target Service Levels: 90% of calls to be answered within 15 seconds and not more than 10% of calls to exceed 35 sec ? as per Wait time report for total calls
? Responsible for Staff training and recruitment (100 agents, 10 supervisors)
? Monitored the performance of the team and motive them.

Call Center Manager

NATIONAL SOCIETY GENERAL Bank

April 2001 to May 2004

? Setup a new call center platform
? Managed call Centre team (75 agents)
? Trained call center team
? Studied Call Center needs and report them The Head of Retail Bank
? Conduct improvement in Customer Contact Center
? Managed logistics for the Customer Contact Center
? Plan and organize training to be given to the call center agents
? Achieving monthly sale target
Staff recruitment
Staff Performance Appraisals

Business Administration

July 1990 to July 1994

Career Goals

Bringing ability to drive the Successful delivery of Exceptional support to Clients while maintaining a positive corporate culture and reinforcing the company?s vision with utmost aim of delivering unparalleled excellence in customer satisfaction with expertise offer in providing excellent customer service support with demonstrated ability to make plans for the organization to meet and maintain its overall customer service goals in most economical manner

Industries of interest

Banking / Finance Advisory / Auditing / Consulting Information and Research Real estate Tourism

Areas of interest

Administration, Finances, Acountancy, Banking Quality Call Centers / Customer Service Advisory Marketing and Advertising Operations Public Relations Human Resources - HR

Availability to travel and work outside the city

Yes

Interests and hobbies

Reading, Sports