سعود السعيد

• Lead a dedicated team to exceed sales targets and
improve service metrics, achieving a 15% increase in customer
satisfaction.
• Oversee daily branch operations, including cash management
and audit compliance, ensuring integrity and operational
excellence.
• Collaborate with senior management to implement strategic
initiatives that optimize performance.

-Finding ways to measure customer satisfaction and improve services managing a team of customer service staff

-Investigating & solving customers problems, which may be complex or long-standing problems that have been passed on by customer service assistants

-Handling customer complaints or any major incidents

-Keeping accurate records of discussions or correspondence with customers

-Involvement in staff recruitment, introduction, and appraisals

-Training staff to deliver a high standard of customer service

- Give detailed statistical feedback on the performance of team members to the management for staff evaluation and reward purposes

- Keep Tracking of sales and ensure the Branch met the target

• Managed daily branch workflows, improving operational
efficiency by 20% through the implementation of new procedures.
• Mentored staff to enhance customer engagement, contributing
to a 25% increase in new account openings.
• Prepared and delivered detailed performance reports to assist in
staff evaluations and reward cycles.

-Finding ways to measure customer satisfaction and improve services managing a team of customer service staff

-Investigating & solving customers problems, which may be complex or long-standing problems that have been passed on by customer service assistants

-Handling customer complaints or any major incidents

-Keeping accurate records of discussions or correspondence with customers

-Involvement in staff recruitment, introduction, and appraisals

-Training staff to deliver a high standard of customer service

- Give detailed statistical feedback on the performance of team members to the management for staff evaluation and reward purposes

- Keep Tracking of sales and ensure the Branch met the target

● Finding ways to measure customer satisfaction and improve services managing a team of
customer service staff
● investigating and solving customers problems, which may be complex or long-
standing problems that have been passed on by customer service assistants
● handling customer complaints or any major incidents
● issuing refunds or compensation to customers
● keeping accurate records of discussions or correspondence with customers
● meeting with other managers to discuss possible improvements to customer service
● involvement in staff recruitment and appraisals
● training staff to deliver a high standard of customer service
● leading & supervising a team of customer service staff
● learning about organization’s products or services and keeping up to date with changes
● Create better modes of operations to make customer service easier for both
team members and customers
● Give detailed statistical feedback on performance of team members to the
management for staff evaluation and reward purposes
● Leading 60+ employees in virtual banking to provide high outcome.
● Observe performance of team members to identify their strengths and weaknesses
and make arrangements to strengthen their lose ends. Also, take disciplinary
measures against any team members whom is found wanting
● Provide assistance to team members whom are experiencing difficulties in the
discharge of their duties by putting them through and giving them personal coaching
● Step in to attend to customers that are proving difficult to team members and
resolve their complaints
Latest project:
● Contributed effectively to merge the call center unit with the virtual banking unit in CBK.
● Provided coaching and mentoring during the period.
● Provided assistance to bank branches for a smooth merging process.

• Spearheaded the integration of the call center with the virtual
banking division, reducing customer response times by 30%.
• Provided extensive coaching and mentorship, strengthening
team capabilities in handling digital services.
• Contributed to strategizing digital enhancements that increased
customer interactions across digital channels.

• Resolved complex customer issues by devising tailored
solutions, significantly improving service quality and satisfaction.
• Maintained continuous communication with clients, ensuring
their concerns were consistently addressed.

• Delivered efficient public service support in a high-volume
environment, ensuring timely assistance to stakeholders.

• Managed multiple customer queries in a dynamic call center
setting while maintaining high service standards.

• Drove direct sales initiatives and significantly contributed to
customer base expansion and revenue growth.

call center agent