Throughout my more than 15 years of proven successes improving service quality and customer experience in the banking sector, I have been a trusted leader, spearheading change and managing day-to-day operations and, customer service expertise.
Bachelor of Business Systems Degree | Arab Open University, Kuwait | 2007
Professional Human Resource Attendance Certificate | Global Consultant, Kuwait | 2008
Boubyan Bank, Kuwait – Al Kuwait | 2009 – Present
Service Quality Assistant Manager | November 2009 – Present
Total Quality Management Department, Retail Banking Division
§ Led the call centre and female branch areas to achieve service quality targets of 95%, implementing improvement plans, and providing ongoing coaching and feedback to team leaders and managers.
§ Developed internal monitoring mechanisms, coordinating with outside vendors, implementing direct interviews, and instituting program evaluations, measuring and monitoring service quality.
§ Executed appreciation events and ongoing recognition for staff, planning quarterly and annual events and generating KPI results to identify outstanding employee performance.
§ Supported sustained service quality, analyzing key findings, developing action plans in cooperation with management, and implementing strategies and programs to create lasting customer satisfaction.
§ Developed and coordinated service quality workshops in cooperation with the training department, providing in-house training and coaching on new expectations to ensure successful adoption.
§ Conducted quality audits, developed quality management, and service standards throughout the bank, collaborating with operations and sales departments to define, measure, and assess customer satisfaction.
Call Centre Assistant Manager | February 2009 – October 2009
E-Banking Channels Department, Retail Banking Division
§ Created staff KPIs reflecting daily performance targets of speed, efficiency, sales, and quality to monitor staff performance and identify training needs.
§ Improved call centre performance, sourcing new dialing products and equipment, and utilizing performance statistics to enable increased efficiency.
§ Assisted in managing the daily operation of the call centre, liaising with supervisors, team leaders, operatives, and third parties to gather information and resolve issues.
§ Improved service quality and minimized errors, monitoring random calls, tracking operative performance, and delivering coaching to address service issues.
National Bank of Kuwait, Kuwait – Al Kuwait | 2003 – 2009
Call Centre Team Leader | December 2003 – January 2009
Call Center Department, Consumer Banking Division
§ Achieved zero errors during the launch of a new call centre, meeting the capacity demands of extremely high call volumes, delivering team sales, service level, quality, productivity targets, and indicators.
§ Delivered training for 150+ staff on new call centre systems, ensuring preparedness for new system launch, providing constructive feedback on performance progress.
§ Executed special projects developing the service capabilities of the call centre, including implementation of a new IP telephony solution, Leads Management system, and IPCC upgrade.
§ Established a second call centre, overseeing the development and integration of the Interactive Voice Response IVR system with existing banking systems.
§ Secured team commitment to achieving common goals and objectives, creating a sense of collective responsibility, and encouraging teamwork.
§ Oversaw the daily operation of a new call centre site, managing execution of project work plans and revisions to meet changing needs and requirements.
§ Managed system implementation tasks, including defining user requirements, system design, developing functional specifications, executing system tests, and creating user documentation.
§ Eliminated system errors and improved performance, liaising with the MIS and IT teams, as well external venders, tabling feedback and findings from staff testing of new call centre systems.
§ Coached, developed, and motivated individuals’ performance, taking prompt action to rectify under performance and driving high performance.
Gulf Bank, Kuwait – Al Kuwait | 2001 – 2003
(A division of Al-Ghanim Industries – A privately-owned, multi-national company in the Gulf region)
Customer Service Representative
Tele-Banking Department, Consumer Banking Division
§ Recognized by senior management as a high performer with a track record of successes, transferred to this division to provide training and coaching for all new agents
Al-Ghanim Travel, Kuwait – Al Kuwait | 1996 – 2001
Reservation and Tours Agent, Corporate Department
§ Achieved monthly sales target, providing exemplary service and assistance to customers booking vacation packages and travel services.
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