Strategy & Corporate Planning
Al Rajhi Takaful
Total years of experience :13 years, 11 Months
Manage a Portfolio Of Projects/Programs With Accountability Of Project Planning, Defining Scope, Analyzing Requirements, Identifying Dependencies, Handling Control & Execution Of The Assigned Program or Project To Other Dept.
Processes Redesign GTM, it’s all about the actual / To be - by going in to all function interferes directly with customer like mastery shopper and looking for the missing part or any Gaps, then start finalizing the reasons behind issues, Customer behavior, system, employees etc...
NPS Reports / Getting all customer feedback overall channels by Category’s related to the Touch Points in order to enhance and provide good customer service and Quality.
Marketing Research
Enhancing NPS Rates By Minimizing Detractors Customer On Each Channel.
Facilitates Customer Experience By Visualizing Customers' Thoughts And Feelings Through The Touch points.
Build Market Product Mapping
Identify, research, and resolve customer related issues using the specified applications like TABS, (Responsetek, Solution Dashboard, Excel Microsoft, and PowerPoint Microsoft), well versed in using different applications such Trouble ticket management system (BMC Software), CISCO.
Reinforce BSIM recommendation and propagate through organization to implement enhancements
Simulating the competitors’ products/services in comparison with Zain’s products like Portal, RBT, Blackberry, Network, MNP
Handling trouble tickets retrieved from Remedy & Emails from authorized person for B2B Customers Call back the customers in order to identify the root cause of the problem and provide proper advice immediate follow-up on customer’s unresolved remedies and unsolved tickets with the authorized person.
Recognize, document and alert the management of trends in customer calls.
Attending inbound calls and responding to customer queries at call center and contact center. Being in-charge of preparing reports with masters in “Like & dislike project “assigned by the management.
Major role to maintain the accuracy of IVR (Inter Active Voice Response) in case of breaking down due to heavy load on the network.
