Total Years of Experience: 13 Years, 4 Months
December 2011
To Present
Customer Experience - Quality Management Officer
at Saudi British Bank (SABB)
Location :
Saudi Arabia - Riyadh
- Adminstartion of CRM/CCMS (Customer Complaint Management System).
- Responsibility for all aspects for the management of quality for the customer complaints management system (CCMS) this include ensuring that customer complaint are being handled appropriately by SABB staff and Aline with all prevailing FIM’s and controls
- Develop/Implement a range of measures/Standards that set out the level of performance quality required for customer handling team.
- Review a random sample of the complaints by each member of the customer care team
- Work with the customer care manager and staff to identify improvement areas directly
- Provide input into the process/procedure for complaint handling
- Responsible for the on-going trainings and development of CCMS users.
- Responsibility for all aspects for the management of quality for the customer complaints management system (CCMS) this include ensuring that customer complaint are being handled appropriately by SABB staff and Aline with all prevailing FIM’s and controls
- Develop/Implement a range of measures/Standards that set out the level of performance quality required for customer handling team.
- Review a random sample of the complaints by each member of the customer care team
- Work with the customer care manager and staff to identify improvement areas directly
- Provide input into the process/procedure for complaint handling
- Responsible for the on-going trainings and development of CCMS users.
April 2011
To July 2011
Trainer
at King Saud University (KSU)
Location :
Saudi Arabia - Riyadh
In financial department
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