Channel Owner
Gulf Bank
Total years of experience :20 years, 5 Months
ePayment Gateway
Developed ePGW credit card Business Cases with Financials
Online Trading
Introduction of validation process
Conducted the Online Trading profiling of customers, in Gulf Bank
Redesigning of Key Performance Indictors to match KSE market standers
Creation of a rebuts training material, for staff & customers
Introduction of the incentive plan to increase sale
Increase of sales June to August 2011 by +1000%
Revised agreement with broker to increase revenue
• In charge of creating and maintaining many oracle application.
• Responsible for designing & implementing reports for effective management of the Call Center
• Supervising the call center’s Forecast Analyst, and providing assists to him.
• Responsible for providing upper and lower management with technical support.
• Responsible for create the more robust forecasting based on seasonal indexing (meeting industry standards).
• Responsible for finding and improving call flow on the current IVR system.
• Corrected and improved the IVR flow chart.
• Responsible in the selection process for vendors providing solutions, to the Call Center.
• Testing and implementing of all solutions provided/purchased by vendors.
• Forecast relevant business activity & estimate recourses requirements to ensure optimum cost-effective use of resources for projects.
• Continually meeting died line for providing of project plans and business cases, which includes cost benefit analysis, scope statement, a project schedule, risk management plan (if needed) and budgeting of projects.
• Supervising of 4 employees
1 Work Force Manager
1 MIS Analyst
2 MIS Manager
• Primary responsibilities include supporting and substituting the team leader.
• Monitoring money transactions and supervising call quality.
• Developing & maintaining multiple applications/ projects.
• Wrote the first procedure for authorization work in the call center.
• Customizing and maintaining an existing solution for updating the staff.
Robotics & Artificial Intelligence Concentration Courses: IT 209 Introduction to Robotics IT 450 Artificial Intelligence Choose one of the following: IT 135 Interactive 3-D Virtual Environments IT 145 Introduction to Software Development
• Oracle Database Developer 2000 • Windows NT Administrator • Microsoft Office