General Complaint Center Manager
Contact Center Company
مجموع سنوات الخبرة :15 years, 3 أشهر
As a general complaint manager I lead and guide a great team to resolve the customer complaint
by any way possible. Our main objective is to gain the customer trust and satisfaction and insure
same complaint doesn’t get repeated.
My tasks as a general complaint center manager is as following:
1. Lead the general complaint team
2. Lead the regulatory complaint team
3. Daily follow up report on KPI’s
4. Root Cause and Gap analysis
5. Higher management level escalations
6. General Complaints Spock with other stakeholders to share complaints reports
7. Regulatory Complaints Spock with regulatory affairs and CITC
8. Calls and quality monitoring
9. CITC complaints closing quality monitoring
10. Weekly root cause analysis meeting with stakeholders to discuss repeated complaints and
set a corrective and action plans
Extra Mile Tasks: B2B Business Strategy
1. Daily tracking on initiatives and milestones
2. Conduct weekly meetings
3. Weekly update with the general manager
4. Analyse risks and raise flags to the general manager
5. System change requests monitoring and updates
6. Direct update with the VP’s office
Job Discerption and Tasks I earned this position after I worked at the regulatory complaints unit as a specialist for a while. We deal with every complaint we receive through our regulators ( CCHI, SAMA ) where we need to solve every complaint in a challenging KPI and with full resolution. Part of our job was creating dashboards and reports to manage and identify the root cause and escalate it to stake holders.
As a Retention department focus on the mega clients and support our sales relationship managers with every issue they face with an internal department as part of our job discerption is to create dashboards, data analysis, internal communication and prompt solutions to make our clients journey pleasant as possible.
My tasks as a regulatory complaints is as following:
1. Regulatory complaint leader task :
• Handle all returned complaints for deeper investigation
• Track all returned complaints
• Direct communication with CCHI and SAMA for sensitive cases
• Guide the team on complaints resolution and formal replies
• Monthly returned cases report
2. Handle all complaints received from CCHI and SAMA
3. Discuss each complaint with the stakeholder
4. Call and discuss the complaint and complaint resolution with the member
5. Reply officially to CCHI and SAMA
6. Monthly Complaint report
7. Monthly Complaint analysis
My tasks as a Retention Manager is as following:
1. Daily meetings with relationship managers to discuss clients reports, satisfaction and journey
2. Root cause analysis for clients issues
3. Conduct meeting with stakeholders and relationship managers to discuss accounts and activities
4. Enhance client journey and experience
In The Saudi National Bank we focus on providing the customer with the greatest financial experience possible, I have worked in several roles through my great years with them.
My tasks as a Teller is as following:
1. Daily Transaction transactions
2. Cash withdraws
3. Cash Deposits
4. Check withdraws
5. Check deposits
6. Internal transfers
7. Local transfers
8. International transfers
9. Issue certified checks
10. Sadad payments
Extra Miles Tasks : Head Teller delegation
1. Main safe responsibility
2. Lead the tellers team
3. Safe withdraws and deposits
4. Currency exchange
5. Approve and authorize tellers for over limit transactions
6. Certified check printing
7. Documentation records and filing
8. ATM machines balancing and feeding
My tasks as a service officer is as following:
1. Customers information updates
2. Account openings
3. Issue ATM cards and Pin Numbers
4. Check book requests
5. Loan and credit cards requests
6. Issue bank statements
7. Issue bank guarantee letters
Injaz is a nonprofit organization that provides school training programs for schools inside the kingdom of Saudi Arabia
My tasks as a HR and Financial Officer is as following:
1. Providing employees with official salary letters
2. Solving employees internal issues
3. Monitoring company bank accounts balances
4. Reimburse requests for employees business trips
5. Flight reservations and accommodations for employees business trips
6. Main events coordination’s
In Bupa Arabia’s call center we focus on proving the member’s a fast call answering and less holding time to provide guide and support to our members
My tasks as a Call Center Representative is as following:
1. Receive members calls
2. Respond to the members inquires and requests
3. Follow up with the medical team on medical approvals and rejections
4. Follow up with medical claim team on medical reimbursements
5. Provide a confirmation of memberships to the members and providers
6. Open tickets with back office teams when necessary
In Mobily call center we focus on giving full support and efforts to the customers on any request and inquiry needed
My tasks as a Call Center Representative is as following:
1. Receive customers calls
2. Respond to the customer inquiries and requests
3. Payment issues with Sadad
4. Bill information and clarification
5. Open tickets to back office team when necessary
To
1/4/2008
In Jeddah Meridian we focus on proving the best accommodation services for our guest to make their stay with us as pleasant as possible
My tasks as a Receptionist is as following:
1. Welcoming guests
2. Room reservations
3. Check In and Check Outs
4. Respond to the guests inquiry and requests
5. Currency exchanges
6. Handle cash and submit to financial team
Mass Communication