Faten Al Dossary

Expert | Operational Oversights & Strategic Partnerships at Ministry Of Culture - Saudi Arabia

• Saudi Arabia - Riyadh
• My current job since January 2020

مشروع مجمع الملك سلمان العالمي للغة العربية
https://www.linkedin.com/company/ksgafal/

Program Manager | Institutional Services at Ministry Of Finance - Saudi Arabia

• Saudi Arabia - Riyadh
• August 2019 to December 2020

- Identified and reviewed the governance policies, roles, responsibilities, procedures, and processes.
- Provided project management monitoring and controlling services of the projects from organizational governance,
strategy and project management automation, procedures documentation, and supporting strategy execution.

Customer Experience, Customer Voice Manager at Arab National Bank

• Saudi Arabia
• May 2019 to August 2019

Quality Excellence Manager at Gulf International Bank

• Saudi Arabia - Eastern Province
• January 2016 to May 2019

➢ Key Responsibilities
• KSA Subsidiary
• Retail Group Policies
• Procedures & Product Documentation
• Engagement Projects
• Organization Structure
• SLA’s
• Update & Create Job Descriptions
• Complaints Reporting Unit
• Retail & Compliance Coordination
• HR focal point
• Audit Coordinator
• Operational Risk Coordinator...

Quality Assurance Manager at Gulf International Bank B.S.C.

• Saudi Arabia - Khobar
• January 2015 to January 2016

• Identify a problem area
• Identify Stakeholders
• Take measures to improve
• Implementation and action
• Post Implementation review
• Analyze the Assessment


QA - Main Productivity

I. Monitor the expansion plan and align it with the bank P&P...

II. Create and update retail banking policies & procedures aligned with all the stockholders.

III. Conducting customer satisfaction / expectation and mystery shoppers surveys reporting the findings and critical points to related departments

IV. Preparing Service Level Agreements (SLA) across the whole bank to ensure the timely and effectively delivery of various services.

V. Preparing service quality services set of standards for the bank for key tasks through following and researching on the generally accepted international banking quality standards and amending / updating the existing documentation of the bank regarding these.

VI. Making regular checks (i.e. branch and ATM visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, ATM booths etc.)

VII. Analyzing the existing work flows of basic products and services and reporting the findings (mainly the bottlenecks, useless paperwork, time wastes etc.) to Product Development department.

VIII. Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.. etc

IIV. Update and manage the retail banking policies -sub_policy; group policy and link it to the current procedures

VAT awareness...

Co-Founder of meem by GIB Retail Banking at Gulf International Bank

• Saudi Arabia - Khobar
• August 2013 to December 2014

Guide and support the Area Managers with tasks and required internal reporting.  Projects & tasks progress track-keeping reporting.  Consolidate Area tasks/works to assure punctuality of meeting deadlines.  Support Regional Managers with regards to administration and business matters.  Reporting and following up on Stores (i.e. Retail Banking Branches) service quality level.  Coordinating the Relocation process (RRTF), documentation control and master Plan.  Reporting and minting on the following: a. Innovation culture meetings. b. Usual closed issues related to operations. c. Stores readiness assessments. d. Eastern Province (Focus) and pan KSA performance analysis.  Project Organizer (MSP Plan setup)....

Travel Consultant at Saudi aramco GTS

• Saudi Arabia - Khobar
• April 2012 to July 2013

Travel agent working with Amadeus and sap system
teamwork helping each other supporting, and always do the RIGHT thing.. and i do it RIGHT

Travel advisor
Travel order
Travel request
amadeus نظام الحجز
International travel
SAP system


• Why customer service is important
• Body language - smiling, sitting, paying attention to customers Scenario
• Punctuality - coming in on time, not leaving job post, not talking to other employees and ignoring customers
• Discussing issues with management
• Importance of taking pride in your work and doing a good job
• Complaints and gratitude
• Dealing with difficult people Scenario
• How to answer phones and deal with customers on the phone Scenario
• Having Empathy for customers
• Responding to customers emails on time
• Different cultures and their expectations
• Ethical issues - conflicts of interest and other business ethics issues like:
o Favoritism in the quality of services delivered (faster services, better tickets, more room seat)
o Dishonest to customers (lying about availability of the tickets and offering to their friends)

Travel Consultant at Al Tayyar Travel Group

• Saudi Arabia - Khobar
• July 2011 to April 2012

- Sales representative & travel advisory.
- Travel orders & request.
- Ticking International traveling.
- SAP system..
Galileo - Amadeus ..
Sales - Travel advisor - Travel order - Travel request - International travel..
Galileo -Amadeus

Events Coordinator at alazizyah privet school

• Saudi Arabia - Khobar
• February 2007 to March 2009

اعداد الخطط المدرسيه لعام دراسي كامل
اعداد الانشطه المدرسيه و الخطط المسبقه لعام دراسي كامل
اعداد خطط اخلاء المباني و دروس للحمايه و مكافحه الحرائق
متابعة مريبات الفصول و اعداد الانشطه الثقافيه الهادفه
اعداد برامج توعيه للطلبه و تنفيذها مع الكادر التعليمي
متابعه البرامج الموصاة من قبل وزارة التربيه و التعليم و تنفيذها حسب الخطه
فهرسة الاعمال واعداد التقارير و وفزر الايجابيات والسلبيات لتفادي الخطاء في العام المقبل ..

Trainer at ommamah institution

• Saudi Arabia - Khobar
• May 2008 to July 2008

Voluntary work

Assistant at Scitech

• Saudi Arabia - Khobar
• February 2007 to May 2007

Voluntary work is intended to serve the community

قمت بالتطوع بمساعدة الاداريات في برنامج الثقافي للاطفال
العمل تطوعي بدون اي مقابل مادي لمدة ثلاثة شهور