Business Analyst -CRM Officer
Arab National Bank
Total years of experience :7 years, 3 Months
•Managed and designed affluent system, used in all 162 branches upgrading and downgrading.
•Conducted, designed and implemented complaint management system for consumer bank.
•Developed many reports for both package tracking system and complaints system using.
•Managed data quality process for highly affluent customers. (Full Name, Address, Phones).
•Designed and wrote user manual in Arabic and English for customized CRM and trained all 162 users.
•Increased usage of CRM software to up 100% (all 162 branches) within 2 months.
•Managed process-redesign with support of business process team to enhance customer experience.
•Reduced fees complaints by 60 % and pension complaints by 70 % within two months
• Led team to develop a customize house loan originating system.
•Developed consumer loan originating system, saving more than $30, 000 and reducing process time by 50%.
•Managed project for creating loan software backup in Data Recover Center ‘DRC’.
•Managed and developed customize solution for package tracking system for marketing department.
•Implemented many enhancements for collection system to accommodate end user requirements.
•Analyzed user requirements and designed, developed and converted them to department’s software.
•Supported all team applications 24/7, for 15-20 days every 2 months.
•Updated more than 300 companies with software or/and hardware.
•Trained and educated clients about products and DHL facilities.
•Developed a customized cost shipment program for customers.
•Designed and implemented Customer Automation Department web site in the intranet
Besides the fundamental concepts of computer science such as structured programming, data and discrete structures,digital logic, and computer architecture, the program also emphasizes (at the junior and senior levels) the core concepts of software engineering such as systems software,programming languages, operating systems, compiler construction, and design and analysis of algorithms. In addition, we are exposed to a collection of theoretical and applied computer science concepts such as automata and formal languages, database systems,microprocessors, graphics, networks, artificial intelligence, and mathematical logic.
