فيصل Alfie

Tawteen Relationship Manager

• Managing Central Province Mega Key Accounts.
• Tracking of the daily transactions flow, ensure high quality level of service & customer care, overall operational and quality maintenance.
• Enhance Customer Satisfaction & Experience / resolve pain issues with Group HR Secretary, voice of the customer, branding implementation, GS visits, and report regular progress.
• Strong people engagement: team coaching and training, raise team capabilities and skills, uplift team performance and exposure our services, sharing the best practices, increase client engagement
• Setting Key Account KPI, Strategy and planning, expand the scope of work of KACC unit.
• Initiate and implement KAIZEN/ Focus Improvements.
• Reporting progress and agreed template for each RM/Management. Roll out the agreed tools with other regions.
• Revamp internal processes and ways of work. And fixing Unit fundamentals.
• Enhancing Ops and Services efficiency, highlight deficiencies and enhance current processes.
• Project Enhancement: TNPS, IT, HR and Marketing projects, PA area revamp.
• Revamp and automating dashboards and reporting between all regions, creates guidelines.

• Gathering business requirements, define and design reports, prepare (BRD), create workflows, process map, usage guides, execute projects, perform quality measurements and precaution methods.
• Leading SAMA, NAJM, ELM and CCHI projects, vendor management and implement system changes.
• Review and implement regulator circulations and ensure changes reflected in system.
• Management of Sales Tracker “key control tool” and ensure it reflects the recent performance and get it resolved on a timely basis. Bring improvements in line with the Sales and Technical expectations.
• Track and analyze performance trends (KPI’s), give early warning on issues and make appropriate recommendations.
• Enhance the reporting capabilities by improving the Company’s reporting tools and knowledge.
• Assist planning & analysis functions, provide performance insights to functions and clients.
• Lead those projects which are aimed to enhance the reporting capability.
• Assist in the operational planning and performance management (Forecasts, QBR & MBR) cycle of the business.
• Build relationships across all areas of the organization and coordinate seamless delivery of various requirements.
• Create a culture of no surprises and one that proactively engages in providing customer and operational excellence within Al Alamiya and the wider RSA group.

EXPERIENCE:
 (2012 - Jan 2014) Employee in UASC in UAE - Dubai.
o Working in HQ Sales Strategy and Planning - Sales and
Marketing Department.
o Worked in Corporate Marketing (13Month).
o Exposed to several departments such HR, Legal, Admin &
finance, Commercial and Operations, as part of UASC Orientation
program six months period.
o Part of National Development Programme for GCC Nationals
(Management Programme).

COMPUTER and APPLICATION SKILLS:
 Operating Systems: MS-Windows.
 Office Application: MS-Office, Excel, Access and PowerPoint.
 CRM (Customer Relation Management), known as 360.
 BI Cube (Business Intelligence Cube).

KEY Achievements:
 Involved in the company’s restructuring project (KPI, Key Accounts and CRM).
 Owning the Key Performance Indicators (KPI’s).
 Handling CRM/360 as an administrative.
 Leading a team for System and Data Integrity clean up and created a
guideline usage for users.