Skills
Core Competencies
Competencies organized across leadership, operations, customer experience, and project management — drawn directly from a 13+ year banking operations career.
Leadership
- Contact Center OperationsCORE
- Operational GovernanceCORE
- Stakeholder ManagementCORE
- Operational ExcellenceCORE
Operations
- Banking OperationsCORE
- Workforce Management (WFM)CORE
- Complaint Management & SAMA EscalationCORE
- Fraud Risk ManagementCORE
Customer Experience
- Customer Experience (CX) StrategyCORE
- Quality Assurance & CalibrationCORE
- KPI / SLA & Performance ManagementCORE
- Lean Six Sigma Process ImprovementCORE
Project Management
- Project Management (PMP)CORE
- Business Intelligence (Power BI)CORE
- Operational GovernanceCORE
- Stakeholder ManagementCORE
KPI Areas Managed
Service LevelSpeed of AnswerQueue PerformanceFirst Call ResolutionQuality ScoreCSATAbandonment RateOccupancySchedule AdherenceService Delivery
Technology & Systems
Contact Center Platforms
Cisco Contact CenterCortexCRMCMS
Banking Systems
FDIT24 (Core Banking)Acquiring Systems
Reporting & Analytics
Power BIMIS & Reporting Tools
Office Productivity
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Advanced Excel