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تم إلغاء حظر المستخدم بنجاح
رامي قعفراني, Manager Operations

رامي قعفراني

Manager Operations·KFIC

الكويت

دبلوم عالي, Banking & Operartions

الخبرة العملية

مجموع سنوات الخبرة: 20 سنوات, 10 أشهر

Manager Operations

مايو 2022 - حتى الآن

KFIC

شرق، الكويت

مايو 2022 - حتى الآن

• Develop inter-functional policies and processes (i.e. processes involving more than one function) in line with standards and other applicable laws and regulations.
• Managing & monitor Contact center daily operations in call quality, customer service standards and client satisfaction
• Managing & monitor daily after sales operations
• Draft and submit system updates or changes in features whereas ensuring regulatory requirements are reflected (Ci-Net & CBK)
• Manage the end user testing process of the system changes and ensure the concerned functions provided their test results and are updated accordingly.
• Head of KFIC Finance Cinet department by managing relationship, monitoring daily reports and as main contact person
• Ensure Implementations of Cinet rules, validations & Data quality
• Prepare KFIC Financing’s projects and plans including schedules, resource allocation, risk assessment, milestones
• Managing Continuous Inspection of All Cases of Consumer and Installment Loans/Financing Facilities Report to CBK
• Prepare & update KFIC FINANCE credit policy & list of fees & commissions within CBK instructions
• Managing the relationship with insurance companies for credit life insurance and comprehensive car insurance policies
• Final approval of retail loans within lending criteria & credit policy
• Assist higher management in any other tasks as required by the business.

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
التمويل والإستثمار

Customer Service Manager

يناير 2020 - مايو 2022

Numou

الكويت، الكويت

يناير 2020 - مايو 2022

Supervise day-to-day operations in the customer service department.
• Develop customer satisfaction goals & coordinate with the team to meet them
• Train & guide customer service agents
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor random calls to improve quality, minimize errors and track operative performance
• Prepare reports for different departments or upper management
• Handle the most complex customer complaints or enquiries
• Create a welcoming and motivating environment for employees
• Monitor the performance of the call center and regularly provide feedback.
• Provide training and orientation for the recruits to provide high-quality customer service.
• Organize shift patterns and the number of staff required to meet demand
• Assure agents having full product knowledge& aware of products updates
• Create & Build professional customer service experience

مجال الشركة:
1398
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Operations & Customer Service Manager

سبتمبر 2009 - أكتوبر 2020

Gulfbank

الكويت، الكويت

سبتمبر 2009 - أكتوبر 2020

• Supervise, organize &control activities of the branch
• Responsible for daily bank transactions
• Create &implement daily, monthly &quarterly teams work plans
• Minimizing financial losses encountered during daily operations
• Impact on team performance to meet the Service Quality goals
• Train, guide &monitor staff to follow BOM
• Create Awareness of AML standards & Central Bank regulations
• Drive & lead teams to build customer loyalty
• Assure Punctuality & discipline of branch staff
• Assure accurate Implementation of Policies& Procedure
• Employees training, development & preparing 2
nd line staff
• Inter and intra departmental communication & coordination
• Communicate & solve customer complaints
• Manage branch image &meet Gulf Bank marketing standards
• Follow Risk Management Dep. instructions
• Minimize the number of unsatisfied customers & complaints
• Daily supervision of key GL’s and Suspense accounts
• Respond to Internal and External Audit reports & observations
• Control & Manage large branches
• Excellent results in internal audit & control reports
• Leading Teams to achieve& maintain outstanding customer service
• Monitor staff punctuality, behaviors & attitudes
• Ability to decrease &cleanup branch errors &violations
• Minimizing customer complaints &increase customer satisfaction
• Enhance & improve teams performance & productivity
• Preparing& Creating successful teams work plans

مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

Teller / head teller

أغسطس 2005 - سبتمبر 2009

gulfbank

حولي، الكويت

أغسطس 2005 - سبتمبر 2009

Cash and non cash transactions, customer service, handling branch vault, leading the tellers

مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

IBS

يونيو 2010

يونيو 2010

دبلوم عالي، Banking & Operartions

الكويت

CABBM Assistan Branch Manager job training & certificate

College of business studies

مارس 2005

مارس 2005

دبلوم عالي، Banking Management

الكويت

المعدل التراكمي (نقاط): 4 من 4

المعدل التراكمي (نقاط): 4 من 4

Skills

Policies and Procedures
Expert
Policies and Procedures
Expert
Quality Oriented
Expert
Quality Oriented
Expert
Operations Management
Expert
Operations Management
Expert
Multitasking
Expert
Multitasking
Expert
Customer Service
Expert
Customer Service
Expert
Opearations Management
Expert
Opearations Management
Expert
Team leadership
Expert
Team leadership
Expert
Communication
Expert
Communication
Expert
Staff development
Expert
Staff development
Expert
Management
Expert
Management
Expert
Creative Problem Solving
Expert
Creative Problem Solving
Expert
Customer Loyalty
Expert
Customer Loyalty
Expert
Customer Service
Expert
Customer Service
Expert
Teamleadership
Expert
Teamleadership
Expert
word , excel
Expert
word , excel
Expert
Supervising
Expert
Supervising
Expert
problem solving
Expert
problem solving
Expert
operations management
Expert
operations management
Expert
operations
Expert
operations
Expert
Team Management
Expert
Team Management
Expert
Banking Operations
Expert
Banking Operations
Expert
Banking
Expert
Banking
Expert
Administration
Expert
Administration
Expert
Business Development
Intermediate
Business Development
Intermediate
Call Center
Expert
Call Center
Expert
Customer Care
Expert
Customer Care
Expert
Teamwork
Expert
Teamwork
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Policies and Procedures
Expert
Policies and Procedures
Expert
Quality Oriented
Expert
Quality Oriented
Expert
Multitasking
Expert
Multitasking
Expert

اللغات

الانجليزية

متمرّس

العربية

اللغة الأم

التدريب و الشهادات

الشهادات
The Professional Responsibility for Banks & the Risk of Sanctions
Mar 2019
Banking Transactions Arbitration
Mar 2019
Accounting For Non Accountants
Nov 2018
Banking Confidentiality
Mar 2019
Customer Experience Excellence
Aug 2018
Customer Loyalty
Nov 2018

التدريب
AML
Gulf Bank
Mar 2019
Branch Operational Risk Management
Gulf Bank
Nov 2016
Customer Care
Gulf Bank
Mar 2016