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تم إلغاء حظر المستخدم بنجاح
شكراً لك، تم إرسال بلاغك وسيتم مراجعته قريباً.
خالد رمضان, Advisor to Director General

خالد رمضان

Advisor to Director General·Saudia Airlines

المملكة العربية السعودية

بكالوريوس, Industrial Management

الخبرة العملية

مجموع سنوات الخبرة: 29 سنوات, 8 أشهر

Advisor to Director General

فبراير 2023 - سبتمبر 2024

Saudia Airlines

جدة، المملكة العربية السعودية

فبراير 2023 - سبتمبر 2024

Worked as an Advisor to Director General of Saudi Airlines Group in the areas of Customer Experience and Digital Transformation.
مجال الشركة:
شركات الطيران
الدور الوظيفي:
النقل والخدمات اللوجستية

Consulting Leader

يونيو 2021 - يناير 2023

3DVision Consulting

الرياض، المملكة العربية السعودية

يونيو 2021 - يناير 2023

Co-Founder and Consulting Leader in the areas of Customer Experience, Digital Transformation and Contract Centers.
مجال الشركة:
خدمات الاستشارات التجارية
الدور الوظيفي:
استشارات

VP - Alternative Delivery Channels & Digital Banking

أبريل 2011 - أبريل 2021

Bank Aljazira

الرياض، المملكة العربية السعودية

أبريل 2011 - أبريل 2021

* Lead and inspire the Digital Banking Transformation process to develop a Digital Customer
Experience across all customer touch points in line with the corporate strategy.
* Represent Bank Aljazira at the FintechSaudi Community; heavily involved in the Fintech
Meetups, Workshops and Innovation Competitions.
* Overall management of non-conventional customer interactions including Online Banking
Services (Internet Banking, Mobile Banking, SMS Banking, Web Sites), Phone Banking Services
(Call Center, IVR, Customer Care and Telesales) and ATM Network & Cash Centers.
* Develop and monitor the strategy, budgets, objectives and KPIs.
* Cross functional involvement in Branches, Segmentation, Products, Cards, Customer Experience,
Sales, Remittance and Digitalization & Automation.
* Initiate, monitor and implement major projects including New Contact Center, Ticket
Management System, New Internet & Mobile Banking, New Web Site and New ATM Switch.
* Strong knowledge of Islamic Banking concepts and products
مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

AGM - Alternative Delivery Channels

أبريل 2009 - أبريل 2011

Masraf Al Rayan

الدوحة، قطر

أبريل 2009 - أبريل 2011

Develop and maintain a consolidated overall strategy and implementation for the Alternative
Delivery Channels including Call Center, ATM, Internet Banking, SMS, Mobile Banking and
Direct Sales.
* Position the Alternative Delivery Channels as Convenient, Reliable & Secure means of Banking.
* Adopt the "Trio" methodology to deliver the right products to the right customer segments through
the right delivery channels in order to improve Customer vs. Product ratio through dedicated
relationship building and sales activities.
* Migrate low-value and routine transactions from Branches to Alternative Delivery Channels.
* Build, review and maintain full-cycle process-flows, efficient operational procedures and well-
structured service level agreements.
* Develop the highest Quality standards, Key Performance Indicators, Controls & MIS.
* Manpower management and career development of Alternative Delivery Channels staff.
* Assigned as Acting Head of Retail Branches.
* Heavily involved in the Retail Product Development process including Retail Credit Policy.
* Member of Masraf Al Rayan Management, Recruitment, HR & Compensation Committees.
* Setup the “Money Transfer” business with WESTERN UNION.
مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

AGM - Head of Alternative Delivery Channels

يناير 2007 - أبريل 2009

Arab National Bank

الرياض، المملكة العربية السعودية

يناير 2007 - أبريل 2009

Develop, review and maintain a consolidated overall strategy for the Alternate Delivery Channels including Call Center, ATM, Telesales and Internet Banking.
 Build a scalable and reliable technical infrastructure to ensure maximum channels’ availability and reliability.
 Build, review and maintain full-cycle process-flows, efficient operational procedures and well-structured service level agreements.
 Create the necessary Quality standards, KPIs along with the relevant controls and check points.
مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

Business Development Manager

يوليو 2006 - يناير 2007

Arab National Bank

المملكة العربية السعودية

يوليو 2006 - يناير 2007

www.anb.com.sa
* Develop, review and maintain a consolidated overall strategy for the Alternate DeliveryChannels
including Call Center, ATM, Telesales and Internet Banking.
* Build a scalable and reliable technical infrastructure to ensure maximum channels’ availabilityand
reliability.
* Build, review and maintain full-cycle process-flows, efficient operational procedures and well-
structured service level agreements.
* Create the necessary Quality standards, KPIs along with the relevant controls and check points.
مجال الشركة:
البنوك
الدور الوظيفي:
الإدارة

Quality Manager

يوليو 2004 - يوليو 2006

Arab National Bank

المملكة العربية السعودية

يوليو 2004 - يوليو 2006

www.anb.com.sa
* Plan, develop and manage Phone Banking Business Development initiatives. Identify
opportunities and implement a business development strategy for Phone Banking.
* Develop and establish criteria for regular review of quality standards and KPIs.
* Ensure the existence of necessary relevant operational and internal procedures in line with ANB’s
policies. Ensure full adherence to Phone Banking procedures and ANB’s policies & regulations.
* Ensure the setup, monitoring and review of SLAs with other business units.
* Participate in Budget and capacity planning.
* Participate in the design, testing & implementation of PB projects including preparing business
cases and proposals.
* Prepare and coordinate researches/surveys to measure customer satisfaction and service quality.
* HR development, coaching and staff guidance. Identify staff training needs and recommend staff
training plan.
مجال الشركة:
البنوك
الدور الوظيفي:
مراقبة الجودة

Operations Manager

يوليو 2003 - يونيو 2004

Arab National Bank

المملكة العربية السعودية

يوليو 2003 - يونيو 2004

www.anb.com.sa
* Manage the daily operations of the Phone Banking department.
* Ensure the delivery of superior and consistent customer service.
* Ensure the availability of Phone Banking services and relevant systems.
* Ensure full adherence to Phone Banking procedures and ANB’s policies regulations.
* Prepare workload forecast, capacity planning and staff schedules.
* Design, develop and review Phone Banking operational procedures in line with ANB policies.
* Identify staff training needs and prepare staff training plan.
* Review and analyze Phone Banking statistics and take necessary actions to improve service
quality and system availability against service standards (KPIs)
* Setup, monitor and review SLAs with other departments within ANB
* Review IVR call flow and recommend necessary changes
* Conduct sample listening to customer calls.
* Participate in the design, testing & implementation of PB systems.
مجال الشركة:
البنوك
الدور الوظيفي:
الإدارة

Call Center/CRM Consultant

مايو 2001 - يونيو 2003

NEWTEK Solutions

الرياض، المملكة العربية السعودية

وجدت هذه الوظيفة عبر بيت.كوم

مايو 2001 - يونيو 2003

www.newtekc.com
* Major assignment was to RiyadBank, Saudi Arabia as a “Call Center Senior Advisor” to help set
up their national call center using Siebel & CISCO components.
* Help NEWTEK clients to set-up and implement new call centers or re-structure existing call
centers.
* Present recommendations on Call Center infrastructure, design, recruitment and training.
* Prepare proposals and conduct pre-sales activities.
مجال الشركة:
خدمات الاستشارات التجارية
الدور الوظيفي:
استشارات

Call Center Manager

سبتمبر 2000 - أبريل 2001

iHilal.com

دبي، الإمارات العربية المتحدة

سبتمبر 2000 - أبريل 2001

Participated in the planning, design, testing, implementation and recruitment stages in coordination with ACCENTURE who were acting as project managers.
 Manage the day-to-day operations of the contact center.
 Establish a “Service Excellence” culture and enhance customer satisfaction levels.
 Direct, Support, coach, motivate and develop the contact center staff.
 Identify the contact center technical needs and future developments.
 Monitor customer trends and provide management information.
 Develop, document and review the contact center related business processes.
مجال الشركة:
الخدمات المصرفية الإسلامية
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Officer-in-Charge Customer Service

فبراير 2000 - أغسطس 2000

HSBC Bank Middle East

الشارقة، الإمارات العربية المتحدة

فبراير 2000 - أغسطس 2000

Ensure that a consistent high level of customer service and satisfaction is maintained.
* Ensure compliance with internal audit requirements and local regulations.
* Monitor and review all front-line staff sales activities.
* Handle customer complaints and escalated situations.
* Encourage efficient communication amongst all staff levels.
* Identify and address staff training and development needs.
* Practice all supervisory functions such as coaching, counselling and appraisals.
* Verify all account opening and credit facilities applications.
مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Call Center Staff Officer

أكتوبر 1997 - فبراير 2000

HSBC Bank Middle East

دبي، الإمارات العربية المتحدة

أكتوبر 1997 - فبراير 2000

www.hsbc.co.ae/
* Participated in the planning, design, recruitment, testing and implementation stages.
* Performed all supervisory functions such as coaching, monitoring, appraisals...etc.
* Conducted several Customer Service and Communication Skills training sessions.
* Handled all related shifts and leave schedules.
* Ensured ultimate customer service and satisfaction.
مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Customer Service Officer

يناير 1995 - أكتوبر 1997

TD Bank

كندا

يناير 1995 - أكتوبر 1997

www.tdcanadatrust.com
* Handled all customer related enquiries, transactions, complaints and suggestions to provide proper
solutions, ensure customer satisfaction and escalate feedback.
* Performed on-line credit evaluation for credit cards and overdraft telephone applications.
* Opened new accounts and investment deposits.
* Promoted products and services of the bank.
مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

College of Commerce - Kuwait University

يناير 1988

يناير 1988

بكالوريوس، Industrial Management

الكويت

المعدل التراكمي (التقدير): جيد جداً

المعدل التراكمي (التقدير): جيد جداً

Member of Students' Council

Skills

Management Consulting

Expert

DIGITAL TRANSFORMATION

Expert

Strategic Planning

Expert

Transformation

Expert

Customer Experience

Expert

Retail Banking

Expert

ATM

Expert

Contact Center

Expert

Service Delivery

Expert

QUALITY

Expert

RECRUITING

Expert

Retail Banking

Expert

SALES

Expert

Strategic Planning

Expert

Customer Experience

Expert

Digital Transformation

Expert

Project Management

Expert

Digital Banking

Expert

Innovation Management

Expert

Management Consulting

Expert

DIGITAL TRANSFORMATION

Expert

Transformation

Expert

اللغات

العربية

اللغة الأم

الانجليزية

متمرّس

التدريب و الشهادات

الشهادات
Certified Digital Transformation Manager
May 2021
Certified Innovation Professional (CIP)
Mar 2021
Professional CRM (P.CRM)
Jan 2002
Certified Call Center Manager (CCCM)
Jan 2003
Project Management Professional (PMP)
Jan 2005

الهوايات والاهتمامات

Watching Liverpool, BBQs