حسام عريقات

• Oversee customer support operations, ensuring continually meeting and exceeding VVIP customers expectations. While fostering a culture of accountability, collaboration, and continuous improvement.
• Act as the voice of the customer within the organization, advocating for VVIP clients needs and preferences.
• Collaborate cross-functionally with other departments to ensure a unified approach to a world class service delivery.

• Led the establishment of CX Unit, policies, processes, tools, and practices in alignment with WFCs strategy of becoming clients business partner of choice.

• Focused on aligning the agenda for the different groups in the organization towards the achievement of ADIB objective To be number ONE Bank in Customer Experience in UAE.
• Supervised 360 degree VOC program which aimed to gain holistic customer insights from benchmarking studies, mystery shopping reports, surveys, complaints, social media sentiments, google reviews and mobile app reviews .
• Published customer experience dashboards for different units and channels covering all key indicators & results, and actions required for elevating the customer experience.
• Rolled out initiatives to improve customers satisfaction by addressing service gaps in the bank.
• Conducted ongoing Root-Cause analysis of the monthly complaints reports, accordingly, proposed a problem-solving approaches and eventually worked with stakeholders on implementing approved improvement initiatives.
• Acted as a CX representative and Subject Matter Expert at ADIB Digital Lab, collaborated with different teams in an Agile/Scrum collaborative approach to ensure customer centricity while designing or enhancing the digital products and channels.
• Acted as a (Customer Advocate) in all internal meetings.
• Managed the relationship with CX external partners.
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Rewards:
Rewarded by the head of Retail for direct participation in improving the service level in the Abu Dhabi region while handling my duties as a