Head of Collection & Credit Control
Wataniya Insurance Company
Total years of experience :38 years, 1 Months
Responsibilities:
• Responsible for the implementation of Credit Control & collection improvement process.
• Manage AR receivable and maintain a healthy cash follow.
• Monitor the outstanding due and ensuring timely payment collection.
• Processing new requests for credit
• Chasing outstanding invoices/overdue invoices
• Agreeing repayment plans
• Monitoring debtor balances to ensure a reduction of DOS and company provision.
- Develop effective communication platforms for clients and staff.
- Monitor and measure client satisfaction.
- Oversee a team of customer service Associates and ensure they are providing an exceptional client experience
- Coach and support team members to help them meet departmental goals
- Liaise with different departments about client queries.
- Develop surveys and capture client information.
- Deal with client requests and troubleshoot problems.
- Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
Responsibilities:
• Responsible for the implementation of client experience continuous improvement process.
• Ensure client advocacy is in place (for trust, transparency, and timely resolution, etc.)
• Establish a consistent voice of client strategy and devise strategies to measure client experience.
• Ensure service goals are a clear component of performance management.
• Drive personal accountability and contribution to achieving service goals.
• Ensure executive leadership and passion to become market leader in service.
• Frequently reinforce goals and progress throughout the company.
• Define clear customer experience vision and time horizon for achieving goals.
• Measure customer experience through multiple techniques.
• Develop effective communication platforms for clients and staff.
• Monitor and measure client satisfaction.
• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
Responsibilities:
• Working in partnership with the creative team, develop creative briefs and guide creative direction to meet objectives for all advertising and public-¬facing communications, including print, digital, and video assets.
• Deploying successful marketing campaigns from ideation to execution
• Conceptualize and execute multi-channel campaigns across the prospect and customer lifecycle, ensuring the alignment of communications and messaging across all channels.
• Identify effectiveness and impact of current marketing initiatives with tracking and analysis and optimize accordingly.
Responsibilities:
• Develop effective communication platforms for clients and staff.
• Monitor and measure client satisfaction.
• Oversee a team of customer service Associates and ensure they are providing an exceptional client experience
• Coach and support team members to help them meet departmental goals
• Develop surveys and capture client information.
• Deal with client requests and troubleshoot problems.
• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
- Design & Improve the customer experience
- Organize, plan, and monitor a company’s customer service department to ensure optimized interaction
- Ensure service goals are a clear component of performance management.
- Increase customer satisfaction, loyalty, and advocacy
- Establish a client experience committee.
- Frequently reinforce goals and progress throughout the company.
- Define clear customer experience vision and time horizon for achieving goals.
- Measure customer experience through multiple techniques.
Responsibilities:
• Design & improve the customer experience Journey.
• Organize, plan, and monitor a companys customer service department to ensure optimized interaction
• Ensure service goals are a clear component of performance management.
• Increase customer satisfaction, loyalty, and advocacy
• Start a client experience committee.
• Frequently reinforce goals and progress throughout the company.
• Define clear customer experience vision and time horizon for achieving goals.
• Measure customer experience through multiple techniques.
PREVIOUS PRACTICAL BACKGROUND:
-Manage the daily departments’ operations
-Responsible for the operational planning for SAMACO event
-Member of the Company Marketing Committee
-Ensure that all customers inquiries and communications been handled within the agreed time scale and in appropriate manner.
-Responsible of MCI complaints and communications
Responsibility:
• Manage the daily departments operations.
• Responsible for the operational planning for SAMACO event
• Member of the Company Marketing Committee
• Ensure that all customers inquiries and communications ben handled within the agreed time scale and in an appropriate manner.
ALJ as a new GSP for FedEx decide to establish a new call center maintained the customer relationship among SA. Therefore, we are established their customer service and call center department via ALJ to insure continually of their shipping operations.
Responsibilities:
• Responsible for the daily running and management of the center through the effective use of resources
• Managing FedEx call center in Saudi Arabia.
• Implementing the contact center policy and agents productivity plans, monitoring, and maintaining SLA alongside meeting the standard KPIs, coaching, staffing, performance reporting, capacity planning and managerial reporting.
• Responsible for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
• Call center managers ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner.
KSA Contact center manager for in-house contact center, managing people over than 60 agents their majority are Females, responsible about implementing the contact center policy and agents productivity along with the agreed service level beside designing staffing and train the newly agents on the contact center rolls and seeking for the grow their careers inside the department.
Handling the contact center operations and activities.
Managing the internal campaigns and the activities.
work on customer satisfaction.
Data Analysis.
Maintain customer service levels according to the customer standards.
Provide prompt, courteous service to all external and internal customers.
Apply critical thinking and problem-solving skills to customer problems.
Identify and resolve customer issues.
Write small application modules and reports about the customer projects
Assist with special projects as assigned.
Other duties as assigned.
contact center operations in general
calls
agents
training
reporting
Tele marketing &Database Updating
Direct sales ( Credit Card & Individual Loans)
Training the Field Team
Proposed field marketing plans
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EMBA
Business administration