Quality Coordinator in the Quality Section
CREDIMAX
Total years of experience :10 years, 6 Months
CREDIMAX
Nov 2006 - Current: Quality Coordinator in the Quality Section.
Main Responsibilities:
- Developed the policy and procedure manual for the Quality Section.
- Improving the Quality in Credimax by reviewing existing and introduce new quality
measures for Credimax's Services and products.
- Liase with all sections to enhance the process and communication to enhance the quality of the output of such processes.
- Ensure the quality of direct communications to customers and its clarity and that it
serve the purpose.
- Acting as a secretary and a member of the Quality Managment Committee.
- Introduced the Quality Performance Measurement Program across all sections in the company.
- Setting monthly plan for conducting quality assessment for each section in
Credimax.
- Setting meetings with department heads identifying the areas and contingincies
based on the quality assessment done.
- Submitting a monthly report to management on the feedback of the test results.
- Performing Call Listening and Call Monitoring for the Call Center.
- Played the role of a change agent for the Quality Change Cultural Program- evaluating and analyzing the level of quality in the company and identifying the
problem at all levels (Staff, Management and Customers)
- Presenting to Management a summary on a quarterly basis the Quality Reporting.
- Performing Customer Satisfaction Feedback Survey as well as Merchant Satisfaction
Survey.
- Implemented Total Quality Management and Six Sigma for the company.
- Organizing the Mystery Shopper Program.
- Process Mapping and Process Reviewing
CITIBANK
July 2004 - Nov 2006: Supervisor in the IMPR ( Investigating Management Problem
Resolving) Unit in the Operations & Technology Department.
Main Responsibilities:
-customer service: attending all customer complaints thru phone, fax, walk in customers and citibank online site, solving their inquiries and instructions.
-Measuring the quality of cases resolved by the entire department.
-Reporting the MIS of Quality Vital Few of Citibank's Consumer Business to cluster of
Citigroup in London on a monthly basis.
-Attending conference calls with customer service people over Citibank worldwide.
-Reporting complaints database of Citibank Bahrain to cluster of citigroup in London.
-Presenting to the consumer head on a monthly basis Citibanks'Service Council.
-Preparing the operations & technology monthly newsletter.
-ECCMS: resolving customer's cases thru investigations, follow ups and informing
customers feedback.
-communicating customers by issuing letters (audit, reference, balance inquiry etc.)
-MIS: inputing daily duties done in an excel sheet as to create a proper report of my duties.
-Developed the whole process manual for IMPR Unit.
-giving presentations on areas of improvement in Quality
-Callbacks carried out for customers over recorded lines.
-Responsible for the whole returned mail process.
-Training all staff in Citibank in the ECCMS system.
-Prepared IMPR RCSA ( Risk Control Self Assessment) and testing done each quarter.
-Have put in place IMPR's Capacity Plan of 2005.
-Responsible for the Record's Mangement Unit.
-Preperation of the COB (Continuity of Business) Plan.
Nature of the responsibilities requires an extensive knowledge in banking sector,
investment, credit cards, marketing, collection and sales.
March 2004 - July 2004: (Marketing Executive)
- Marketing Department:
- Making promotions for the bank.
- Attending meeting with clients.
- Creating ideas for promotions & deals
- Creating a database for deals & clients
BNP Paribas (OBU)
• Oct - Dec 2001: (as Trainee)
- Reconciliation/Accounts Department:
Assisted the reconciliation team in reconciliation of various treasury and equity accounts by applying it into a reconciliation system (CARATNOS), informing the Back Office about non-
receipt of funds and following up with the Back Office to clear the outstanding items.
Award Recieved
January 2005: Most Valued Performance Award in recognition of an outstanding contribution to
Customer Relationship Management
University Of Bahrain: • 1998-2001: Diploma in Marketing
• 1997-1998: Certificate in Clerical Level Intermediate & Secondary studies:
• 1991 - 1997: Sacred Heart School GCE (O'Level in 9 subjects) Primary studies:
• 1985 - 1991: Clarmont School of London. Courses Attended: BIBF Courses: