Branch Sales & Services Manager
Al Hilal Bank
Total years of experience :18 years, 2 Months
Handling the branch overall Targets
Leading staff towards branch targets, attendance, coaching and individual targets
Control branch portfolio on Liabilities and Assets
Manage retention, insure high level of service on top standards
Mainly, to train fresh joiners on soft skills, products and bank systems.
Used to train fresh and current employees of the Non Stop Banking Center (NSBC) which used to contain: Call center, Service Quality & Telesales Units.
Used to handle Transaction Quality analysis (Maintaining high quality of calls by lestenning to agents calls and provide them positive feedback on areas of strength and improvements).
Train selected batches whose performance is not upto quality standards, and return them back after refreshment training cources.
Designing training courses and random quizes to keep agents knowlage fresh, updated and correct.
Fully Handled Arabic version of Bank IVR system, in improving it, finding errors and comparing it with competitors systems.
Fully passed all courses, 147 hours completed with two graduation projects: 1- Answer machine system designed using VB and MS Access for Registration Dept. 2- MDI system for writing , compiling and running Assembly Language codes using VB.
Finished with Excellent Grade 93.7% Math= 98.34%