Operations Manager
Kout Food Group
Total years of experience :24 years, 4 months
Will update soon.
- Departments that report to me are:
1. Branches
2. Call Centre
3. Online
4. Mobile Application "Coming Soon"
5. Operations
6. Quality Service
- Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by customers’ expectations and requirements.
- Facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation.
- Responsible for the day to day performance of program and business results across all service channels, using developed communication channels.
- Directs resources in the resolution/prevention of problems where necessary, Prevention includes ensuring the proper performance monitors are in place for critical applications.
- Maintain and optimize sales and servicing tools and applications for performance efficiency and quality across all customer channels.
- Provides leadership and direction for direct reports to ensure that department results are consistent with company strategy and plan.
- Established Complaint Management System for all patients and non patients’ complaints / feedback.
- Established a new Call Centre “Leading and managing the department”.
- Established Balance Score Card for HR to improve performance appraisal and help the staff to achieve their goals and targets.
- Ensure SLAs and KPIs with marketing / operation / HR departments running efficiently.
Over and above my duties at International Clinic as Patient Care Manager, I am responsible and in charge for a 3 months consultancy to:
Identifying issues and forming hypotheses and solutions.
Presenting findings and recommendations to clients.
Implementing recommendations/solutions and ensuring the client receives the necessary assistance to carry it all out.
Managing projects and programmes.
Leading and managing those within the team, including analysts.
Liaising with the client to keep them informed of progress and to make relevant decisions.
Burgan Bank - Customer Experience Management
Kuwait
My role is:
1. Manages, supervises and develops CEM Specialists
2. Monitors and follow-up with Retail management concerned with regard to all issues related to service/complaint resolution measures in order to uphold and maintain excellent services to customers.
3. Manages and assists in MS/CSI and other measurement tools to ensure services levels
4. Conducts, and creates training for CEM related areas and programs
5. Understands the full customer experience dimensions
6. Assists and identifies rewarding program and related functions
7. Issues Reports and conducts presentations relevant to the functional area
8. Overseas the internal CEM site with the specialist
9. Assist the Dept. Head in providing recommendations, goals, targets, and improvements for related areas for the purpose of achieving CEM Excellence and effective Complaint Management.
Carry out supervisory responsibilities, including planning, scheduling, reporting, evaluations, quality reviews and facilitating meetings. Ensure monitoring coverage during hours of operations.
Develop staff through training and information sharing
Manage client calls that may need to be escalated
Performance management - Track and report performance of group
Lead projects and initiatives related to continuous improvement processes within the monitoring group in order to increase efficiency, reduce cost to prevent fraud.
Support Analysis team in confirming fraud findings in the Debit card portfolio.
Perform “ad hoc” analysis or studies based on specific fraud situations.
Analyze calls escalated from Call center on suspicious calls/ failed authentications to determine if further investigation is needed.
Evaluate, analyze and confirm initial detection of fraud patterns and use finding to uncover additional instances and fraud patterns (ie..CSCS cases, RSA, online banking).
Adheres to all bank policies and bank compliance.
Keep abreast of Fraud trends both internal and external
Backup Fraud Analyst I if needed
To answer all telephone calls made to Burgan Bank and provide excellent service to all callers, both customers and non-customers alike and to identify all customer needs and find solutions to fulfill these needs, either directly or through other Bank channels. To increase Bank profitability by identifying potential opportunities to promote the sale of Bank products and services where appropriate, and to support Burgan bank team as and when required.
I worked at Global Travel (General Sales Representative of Planet Travel Network known as Regional Inbound Land Operators and Wholesaler Outbound Travel Producers / Kuwait), As a Counter Supervisor.
I worked at Destination Kuwait (General Sales Representative of Radisson SAS Hotels & Resorts worldwide as a Sales and Operations Consultant.
Answer phone calls and offer suggestions on travel arrangements.
Quote fares and room rates and provide travel information.
Make and confirm transportation and hotel reservations, using a computer.
Sell and issue tickets.
1. Orientation for the induction training program 2. Interpersonal communication skills 3. IT skills 4. Excellence in customer service 5. Task planning & time management 6. Introduction to banking 7. Work Values 8. Team working 9. Retail banking system training 10. Selling skills for greater profitability Certificate as a high team spirit member during Burgan Professional Upgrade Training Program. Certificate for excellent contribution, positive attitude and aptitude during Burgan Professional Upgrade Training Program