samar albanna

• Leading the Quality function for business service team, Improvement & action plans
• Enhance the quality and operations efficiency of the quality and business service team by analyzing the time and Motion studies
• Designing new quality framework based on quality standards
• Define the business and quality new KPIs including individual, Process & Strategic KPI
• Enhance, Develop & create a new plan of complaints function
• Design the new function tool based on the business requirements

• Leading quality function for STC Enterprise Business Unit and STC Personal Business Unit outsourced to Contact Center Company. Handling a team of over 15 Quality and 3 social media analysts (Male and Female)
• Managing day to day quality activities like call monitoring, CSR coaching and feedback, providing performance management inputs to operations and training.
• Leading call quality calibrations with internal and external stakeholders.
• Evaluating the evaluated Calls (Audit the Auditor Process). Providing constructive performance feedback to QA’s in case of variances.
• Report performance to the client through regular meetings and ensure client satisfaction by responding to all client needs
• Analysis of Customer Satisfaction Scores (CSAT), First Contact Resolution (FCR) and Net Promoter Score (NPS) and providing root cause analysis and actionable inputs to management.
• Time and Motion studies to enhance quality and operations efficiency
• Lead initiatives like Mystery Shopping, Knowledge Hour, and Quartile Management to help operations identify and correct CSR knowledge issues.
• Compliance audits like Short Call, Long Call, Ticket Accuracy and repeat call analysis to provide process level improvement inputs.
• Lead quality induction programs for new hires and manage new hire certification end to end.
• Social media analysis and inputs to CCC and STC management to work on real time and frequently mentioned issues.

1) Nayifat Installment Company Sep.2012- current
- Call Center Coordinator:
1) Preparing daily, weekly & monthly reports
2) Coordinating with all the departments & branches
3) Solving small technical issues with the staff
4) Arranging the staff attendance & vacations
5) Observing & Supervising the online issues, tests & clients requests
6) Attend customer inquiries related to company's products
7) Other miscellaneous duties such as memos, letters, fax, filing, ordering office supplies, sending emails, preparing staff vacations and reports

2) Arab National Bank Invest - Jan 2007- June 2011
- Shares Operations Supervisor: March 2010 - Jan 2011

8) Opening new investment accounts (Portfolios), security & cash transfer, modify the clients information, update and activate the clients portfolios, deactivate deceased clients’ accounts

9) Receiving & distributing applications among all the staff depending on their capacity & workload

10) Preparing daily, weekly & monthly reports

11) Coordinating with all the departments & branches

12) Testing & preparing the risk evaluation reports for the Local Shares Operations

13) Arranging the staffs’ vacations

14) Archiving processed applications on a weekly & monthly basis

15) Controlling the work process between the female & male sections


- Customer Service Agent in a Call Center & Telemarketing Unit:
Jan 2008 - March 2010 & Jan 2011 - June 2011

1) Receiving clients' calls & complaints

2) Transferring from investment to current accounts (Operations Tasks)

3) Registering the Clients in ANBI Online Tadawul & troubleshooting with the failed clients in the eBrokerage section

4) Attending to customers’ inquiries about investment services that include funds, portfolios management, brokerage services & any future investment products & services

5) Preparing the survey reports of the telemarketing section and organizing the section’s clients’ lists

6) Replying to clients’ emails relating to brokerage or mutual funds

7) Other miscellaneous duties such as memos, letters, fax, filing, ordering office supplies, sending emails, preparing staff vacations and reports

8) Testing & preparing the risk evaluation reports for the call center

- Shares Operations Supervisor: March 2010 - Jan 2011
8) Opening new investment accounts (Portfolios), security & cash transfer, modify the clients information, update and activate the clients portfolios, deactivate deceased clients' accounts
9) Receiving & distributing applications among all the staff depending on their capacity & workload
10) Preparing daily, weekly & monthly reports
11) Coordinating with all the departments & branches
12) Testing & preparing the risk evaluation reports for the Local Shares Operations
13) Arranging the staffs' vacations
14) Archiving processed applications on a weekly & monthly basis
15) Controlling the work process between the female & male sections

- Customer Service Agent in a Call Center & Telemarketing Unit: Jan 2008 - March 2010 & Jan 2011 - June 2011
1) Receiving clients' calls & complaints
2) Transferring from investment to current accounts (Operations Tasks)
3) Registering the Clients in ANBI Online Tadawul & troubleshooting with the failed clients in the eBrokerage section
4) Attending to customers' inquiries about investment services that include funds, portfolios management, brokerage services & any future investment products & services
5) Preparing the survey reports of the telemarketing section and organizing the section's clients' lists
6) Replying to clients' emails relating to brokerage or mutual funds
7) Other miscellaneous duties such as memos, letters, fax, filing, ordering office supplies, sending emails, preparing staff vacations and reports
8) Testing & preparing the risk evaluation reports for the call center

- Office administrator: Jan 2007 - Jan 2008
1) Assistant for the head of Investment services group (Ladies section) & the Head of Brokerage
2) Summarizing meetings by writing the minutes
3) Other miscellaneous duties such as memos, letters, fax, filing, ordering office supplies, sending emails, preparing the staff vacations and preparing reports.

3) E-BOX Solutions - November 2006 - Jan 2007
- Office administrator
1) Miscellaneous duties such as memos, letters, fax, filing, ordering office supplies.
2) Preparing managers expense reports (travel, phone, hotel, and airlines)
3) Relieving receptionists on breaks using meridian phone system.
4) Preparing and processing payroll.