Head Of Customer Service
arab african international bank
Total des années d'expérience :15 years, 6 Mois
Head of Customer Service:
Distribute sales activities on the team.
Follow up on the team’s daily sales activity.
Make sure the yearly target is met.
Make sure that team spirit is recognized in the department.
Follow up on clients monthly reports (Dormant accounts, Expired IDs, & Expired Commercial Registers..Etc.)
Ensure all logged cases take their proper TAT, and handle any obstacles that might emerge.
Ensure customer satisfaction and effective delivery of quality of service standards.
Work on retaining lost clients.
Abide to Bank policies, procedures and manuals.
Abiding to Compliance requirements & regulations.
Follow up on overdrawn accounts and clients with delinquencies.
Analyze available information and find proper solutions for them.
Maintain good communication channels with other departments and branches to facilitate the workflow
Seeking a career in an organization, with a challenging environment, a rich and diverse culture, in which I can add value and develop my technical and managerial skills.
• Handle customer complaints & suggestions.
• Monitor the branches’ productivity & effectiveness.
• Monitor the staff’s productivity & effectiveness.
• Conduct reports concerning the monitoring findings.
• Find solutions to resolve customer queries.
• Find solutions to resolve staff queries.
• Request in-house training sessions for staff based on their needs.
• Handle transactions and answer customer queries.
• Decipher customer needs and offer the best solution based on proper banking policies.
• Effectively communicate ideas, suggestions and answers.
• Refer customers to people who specialize with the type of problem or query they present.
• Complete complex money-related transactions.
• Offer upgrades and new banking services or products.
• Reviewing customer complaints & suggestions.
• Receiving special requested orders by clients (weddings-events) & assure logistics precision.
• Handling staff complaints and suggestions.
Training:
• Extracting Materials.
• Coordinate the course Logistics.
• Preparing the presentation power point.
• Preparing attendance letters to be passed around on attendees.
• Delivering Training Sessions for soft skills courses.
• Preparing the department Job description.
• Finalizing the Training Budget Sheet
Recruitment:
• Screening CVs.
• Conducting interviews to entry level applicants.
• Contacting Local or International institutions for either carrying out training courses for the CIB staff members or tailoring special courses.
• Tracing the necessary approvals for smoothly carrying out the courses.
• Gathering nomination upon distributing the training guide.
• Selecting attendees.
• Coordinating with the General Administration Department to have their necessary administrative work as (accommodation, drivers, transportation, etc).
• Maintaining accurate scheduled Training Center reservations.
• Preparing attendance letters to be sent to attendees
• Coordinating with Financial Controls for handling the payment of the invoices and per-diem of attendees.
• Filling cases & updating the training staff profiles on Oracle.
Course related experience: All Accounting, Auditing, Economics, Management, and Marketing courses. Feasibility Study, Public Finance, International Business. All Computer courses, including IT (Information Technology), Data Base, and MIS (Management Information System). Major Coursework included my graduation project: Strategic Management: On how to construct a resort project such as Club Med’s and to assess its SWOT analysis. Feasibility Study: Involved as a team leader in presenting EMS project (emergency medical services), with an intense use of Microsoft Office. • Marketing. • Forecasting. • Business Potential. • Finance. • Economics analysis.
Alliance Certified