CBSO-Customer Care
Wataniya Telecom
Total years of experience :22 years, 4 Months
Joined in August 2000 as a collection manager to handle the collection for post paid customers while ensuring customer retention and customer satisfaction. More responsibilities were assigned to me -within time- such as telemarketing/ telesales, Face-to-Face collections, Quality control, Archiving and Activations.
After accomplishing all tasks related to developing and maintaining the processes and procedures for these departments/ sections, was given the responsibility of the call center with a Senior Manager position, to manage over 195 staff and direct its 24 / 7 operations. Part of which is the telemarketing team which handles the out bound side for telesales and customer satisfaction campaigns. Furthermore, Deputizing for the customer care director whenever on leave and/ or business trip and attending the high level operation and strategy meetings.
Also, During this period, experience gained in call center technical set up, lay out, and evacuation plans such as the one done during the American war with Iraq in 2003.
Furthermore, experience of plans, RFP, Technical evaluation, and green field contact center establishment has been gained until the last minute when WATANIYA was sold to Qtel which resulted in putting this project on hold.
In addition, Involved in the successful CRM implementation project from the beginning, which was implemented to customer care, and managing the training of staff for the CRM project.
After the departure of the the division Director, I was officially assigned as the Director of Customer Care Division since November 2008 and promoted to chief executive in 2009.
Offered a better Salary and Grade to join the international Division of Al Ahali Bank with the task to create a trade finance unit for east Asia and Americas regions. After creating the strategy and the limit exposure for each region on a country by country wise, the total portfolio of short term trade finance went from $2MM to $120MM in the first year alone.
Other duties were also correspondent bank and reciprocal business while maintaining the bank exposure limits for both Treasury and LC business.
Resigned for better offer from WATANIYA TELECOM.
Initially recruited as a Management Trainee and was immediately placed in the International Business Division. After receiving comprehensive training for more than a year, I was assigned to the above post, with a look to incorporating other geographical regions. My main job centers on preparing country studies and banks and corporate analysis from various source materials for management review and decision and making process in relation to proposed and existing international fiscal relationships. In addition, I assist in the preparation of Director’s Report delineating the strengths and weaknesses of an organization for presentation to the BLC. Plus the performing of special projects as requested.
Resigned for better offer from Al Ahli Bank of Kuwait.
Graduated with BA in economaics and political science with GPA 4.6 out of 9 points