Sameh Shubair

HR Business Advisor
American International University, Kuwait
•
Employee Support: Address staff concerns,
resolve complaints, and manage employee
relations cases professionally.
•
Onboarding & Offboarding: Oversee employee
orientation, onboarding procedures, and exit
processes to ensure smooth transitions.
•
Leadership Collaboration: Work with deans and
academic leaders on HR planning and head
count sizing.
•
Recruitment: Manage end-to-end talent
acquisition and hiring processes for assigned
positions.
•
Disciplinary Actions: Handle employee
misconduct cases, issue warnings, and build
proper documentation for approvals.
•
Payroll Oversight: Monitor payroll processes to
ensure timely and accurate payments.
•
Policy Development: Create and update HR
policies and SOPs in line with organizational
needs and compliance.
•
Strategic HR Planning: Contribute to workforce
planning, HR strategy, and organizational
structure alignment.
•
Reporting & Meetings: Prepare daily/monthly HR
reports and participate in regular team meetings
to review progress and updates.
•Staff Engagement: Foster a positive work
environment through employee engagement,
communication

➢ Plan and identify the new customer experience suitable strategies.
➢ Monitor and send daily surveys to targeted customers.
➢ Collect and analyze the daily customer feedbacks for all banking channels to measure customers satisfaction level.
➢ Managing incoming complains and customer service inquiries.
➢ Gathering most of the services departments performance measures to shape it in a monthly performance plan which improve KFH customers journeys.
➢ Review and change any process that is affecting customer’s satisfaction.
➢ Reporting the pain points to retail chief and upper management.
➢ Measure and identify the best employee though daily surveys and provide them “thank you” cards.
➢ Identify and assess customers’ needs to achieve highest satisfaction.
➢ Resolve all customer issues with all concerned departments.

➢ Create and bring new services to the website that increase staff engagement and contribution.
➢ Project member of the KFH internal mobile application project.
➢ Planned the mobile application vision.
➢ Applying a content management and control on the internal SharePoint for all corporate campaigns, news and offers.
➢ Plan, create and analyze surveys on Monkey Survey and systems built in surveys.
➢ Preparing the daily corporate news page and communicate with all concerned parties.
➢ Identify modifications needed in existing SharePoint to meet the staff requirements.
➢ Formulate and execute effective procedures to make decisions on staff communication.
➢ Follow up the internal communications projects to enhance and achieve the corporate objectives.
➢ Coordinate with IT team on business requirements.
➢ Testing the internal SharePoint fixes and enhancements.
➢ Create annual SharePoint functionalities improvement plan.
➢ Inspect any technical issues and monitor the internal SharePoint and communicate with helpdesk on technical issues.

➢ Investigate and resolve the SMS complains.
➢ Investigate and analyses IVR workflow and speech issues.
➢ Investigate and analyses KFHOnline application and kfh.com complains and issues with frond-end support.
➢ Contribution in many projects and initiatives activities and its progresses related to banking alternative channels.
➢ Set up the proper privileges for the call center staff members on Avaya applications.
➢ Provide IT sector with the clear statements of the various customers complains.
➢ Contact/ follow up with customers to provide responses to inquiries, concerns, and requests about our online and SMS services.
➢ Follow standard processes and procedures.
➢ Identify and escalate priority issues by specifications.
➢ Redirect problems to appropriate resource and technical teams.
➢ Cases management.
➢ Offers alternative solutions which are appropriate with the objective of retaining customers.
➢ Follow up and scheduling call back to customers where necessary.
➢ Stay current and aware with system information, changes and updates.
➢ Analyze and follow up the e-banking online issue.

- Provide technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance our existing Microsoft based systems.
- Make recommendations on custom applications which include a number of MS-Access data capture systems.
- Identify opportunities that can improve efficiency of business processes.
- Investigate and resolve application functionality related issues and provide first level support and troubleshooting of our Systems.
- Provides assistance and advice to business users in the effective use of applications and information technology.
- Assist in troubleshooting software application issues.
- Assist in managing an outsource relationship for 3rd party application development and programming consultants.
- Assist network administrator with application installation and testing.
-Troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements.
- Analyze data contained in the corporate database and identify data integrity issues with existing and proposed systems and implement solutions.
- Assist in the creation of the system design and functional specifications for all new development projects.
- Serve in data mapping, formatting and addressing all business units to assist in addressing and resolving system issues.

Working at Qualitynet Company as a technical support agent in the customer service department. My job role took place in configuring DSL services and customer ports.

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