Manager Assistant at "MODON" - Quality Ambassador - Committee Secretary of partners care
Saudi industrial property authority
مجموع سنوات الخبرة :14 years, 11 أشهر
•providing help and advice to customers using your organisation's products or services;
•communicating courteously with customers by telephone, email, letter and face to face;
•investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
•handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
•issuing refunds or compensation to customers;
•keeping accurate records of discussions or correspondence with customers;
•analysing statistics or other data to determine the level of customer service your organisation is providing;
•producing written information for customers, often involving use of computer packages/software;
•writing reports analysing the customer service that your organisation provides;
•developing feedback or complaints procedures for customers to use;
•developing customer service procedures, policies and standards for your organisation or department;
•meeting with other managers to discuss possible improvements to customer service;
•being involved in staff recruitment and appraisals;
•training staff to deliver a high standard of customer service;
•leading or supervising a team of customer service staff;
•learning about your organisation's products or services and keeping up to date with changes;
•keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Key Responsibilities:
• Executing swift transfer operations, handling telegraphic transfers- outgoing and incoming payments including domestic, international and bulk payments.
• Striving to optimize operational performance and service quality. Monitoring and assessing the operations by reviewing daily exception reports and discussing significant matters with the heads of departments.
• Ensuring transfers are performed in compliance with international conventions for Swift system.
• Gaining a clear understanding of customers' requirements, recommending best available services with its implications.
• Understanding existing environment by interacting with business users, business requirement gathering, gap analysis and providing solutions with justification.
• Ensuring all service clauses are duly adhered to and all complaints are addressed within a reasonable time frame. Establishing overall directions, process flow and standards to deliver targeted results.
• Preparing reconciliation reports, equating amounts executed with reports of OD department. Identified discrepancies and forwarded to the concern departments for further actions.
• Directing the preparation and maintenance of requisite reports to keep the Senior Manager abreast of significant issues affecting the development and delivery of programs and services.
Key Responsibilities:
• Conducted and managed corporate transfer audits, adhered to and complied with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering.
• Worked closely IT teams in implementing the technology strategy that is in-line with the business vision.
• Designed and implemented strategic plans for expansion of existing relationships with corporate clients by proactively liaising and researching customers' needs and matching bank products and services to those needs.
• Established new corporate accounts, developed plans to sustain service improvement initiatives, managed corporate facilities requests, monitored feedback from clients to measure satisfaction with bank’s services.
• Strove to meet client’s requirements, led customer service excellence and a continuous improvement culture, so that bank remains at the leading edge of service delivery and value.
• Liaised with Trade Finance Center to ascertain that all trade transactions are processed in compliance with customer’s instructions, statutory, regulatory and internal operational instructions.
• Identified client’s credit references with SAMA regulations. Directed compliance issues to appropriate channels for investigation and resolution.
• Kept abreast of new developments, changes in banks policies/procedures to enhance the quality of customer service provided.
Other Trainings and Certifications: • MBA Preparation, Kaplan International Center, Chicago United States, September 2012 • English/ TOEFL, Steven Point University, November 2011