I am a PMP®-certified contact center and customer experience leader with 13+ years across NBK KSA, Bank Albilad, and Samba Financial Group — driven by continuous improvement in high-stakes, regulated banking environments.

Today, at National Bank of Kuwait (NBK) KSA, I am a founding member of the team responsible for establishing and scaling the Contact Center, reporting directly to the Head of Customer Care. I own day-to-day performance, service delivery, and quality for the customer care team, and advise management on scaling strategy as operations mature.

Before NBK, I spent nearly six years at Bank Albilad, where I regularly acted as operational backup to the Contact Center Manager, accountable for agents and supervisors across retail phone banking — directing Workforce Management, owning SAMA-related complaint management as primary handler, and managing fraud cases end-to-end. My foundation was built over a 7-year tenure at Samba Financial Group, in large-scale front-line contact center operations with a sustained focus on Service Level performance.

My certification base — PMP®, COPC Certified Professional Manager, Lean Six Sigma Black Belt, ISO 9001:2015 Lead Auditor, and a Diploma in Customer Experience (Distinction) — provides a strong foundation in project management, operational excellence, quality management, and customer experience.