Career Timeline
Professional Experience
13+ years across three Saudi banking institutions. Select a role to expand its responsibilities.
Responsibilities
- —Own day-to-day performance, service delivery, and quality for the customer care team.
- —Lead training, coaching, and onboarding to raise team capability and consistency.
- —Manage complaint and fraud-escalation workflows, coordinating cross-departmentally to resolution.
- —Partner with IT, Quality, and Fraud teams, and advise management on scaling strategy as operations mature.
Core Skills
Contact Center OperationsService Delivery & QualityTraining & CoachingComplaint & Fraud EscalationStakeholder Management
Responsibilities
- —Directed Workforce Management and staffing with a sustained focus on speed of answer and queue performance.
- —Owned customer complaint management, including SAMA-related complaints, as primary handler ahead of a dedicated specialist hire, and provided coverage during specialist leave periods.
- —Managed fraud cases end-to-end — verification, card blocking, Fraud Department escalation, and resolution follow-up.
- —Partnered with IT to resolve contact center telephony and banking-hotline issues; used Power BI to drive operational reporting.
Core Skills
Workforce Management (WFM)Complaint Management & SAMA EscalationFraud Risk ManagementPower BI Reporting
Responsibilities
- —Led front-line contact center operations in a large-scale environment with a sustained focus on Service Level performance.
- —Partnered with the Quality team to design QA scorecards and drove calibration and performance-improvement sessions.
- —Strengthened the end-to-end customer journey and reduced complaint drivers through cross-functional collaboration.
- —Built foundational expertise in contact center operations, coaching, and performance management over a 7-year tenure.
Core Skills
Front-line OperationsService Level PerformanceQA Scorecards & CalibrationCoaching & Performance Management