Business Consultant
Commercial Bank Of Kuwait
Total years of experience :19 years, 9 Months
- Manage both marketing & customer service departments.
- Manage the social media channels.
- Set all procedures & policies related to both marketing & customer service.
- Conduct customer service trainings.
- Managing all Service Quality & Customer Care activities.
- Managing & analyzing customers' feedback, suggestions, complaints & complements.
- Applying Customer Service Quality Standards in all front line areas (i.e.: Branches, Call Center, Sales).
- Identifying the error which affect the Customer Service Level and propose solution to top management.
- Liaison with legal, risk management, marketing, security & operation to ensure effective solutions towards customers' issues.
- Creating the evaluation factors to improve the service in both Branches & Call Center (Inbound & outbound).
- Handling all customers' complaints along with the Mystery Shopping evaluation for branches & Call Center.
During the first three years and in addition to the economics, I've studied accounting, statistics & business administration.