Manager
AL ETIHAD CREDIT BUREAU (AECB)
مجموع سنوات الخبرة :10 years, 10 أشهر
Digital Transformation project
o Key member to provide support in process flows.
o Engaged in design scope of the Mobile App and web interface
o Defined processes and case management to be handled by Customer service.
o Provided valuable inputs during the complete phase of the project.
Streamline Customer Happiness work processes
o Innovate and suggest new ways to improve efficiency, benefit customers and increase direct sales.
o Strive to eliminate paperwork and digitize operations through CRM modifications.
o Constantly review and improve existing CRM with focus on positively affecting the customer journey.
o Member in AECB Operations Committee and constantly report customer trends, findings and
suggestions.
o Assess the entire Customer operation from top to bottom, looking for areas of improvement.
Manage customer experience through adapting best practice methodologies
o Reduce customer-waiting time and increase efficiency in processing service requests.
o Manage client dispute registrations and tracking.
o Set section-level KPIs and monitoring tools to measure improvements.
o Develop customer service questionnaires to capture valuable feedback and feed into
Product Development and IT.
Managing Customer Happiness operations
o Conduct regular compliance and confidentiality sessions to ensure customer happiness employees
operate in accordance with laws, regulations and policies.
o Conduct regular information and training sessions to ensure accurate and appropriate information
dissemination by all staff.
Managing branch activities
o Granted signature “B” as being the authorized to sign on critical letters/bank cheques.
o Work with other team members, key customers to solve specific challenges.
o Maintain contact and friendly relationship with customers as well as resolving problems and
complaints as they arise.
o Review daily reports, taking appropriate action as needed.
o Maintain branch security, opening and closing of branch, oversee cash deposit activity.
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