Hala Kofa

• Establish the service quality department
• Set service standards for the branches and contact center
• Introduce and implement mystery shopping program for branches & contact center
• Conduct customer satisfaction surveys & devise action plans in coordination with business owners to address weaknesses
• Design & implement customers’ complaints & feedback management procedures & system
• Manage the customers’ complaints resolution
• Conduct root cause analysis on the complaints and propose enhancements to eliminate the root of the identified gaps in the bank's processes & systems
• Introduce & manage service quality award program to all employees for exceptional services & creative ideas
• Manage the customers' communications templates, SMSs & emails
• Prepare staff training materials on service standards
• Prepare monthly and quarterly reports on the performance
• Analyze closed accounts reasons & prepare relevant summaries & recommendations
• Review Q-Matic system data & identify reasons for visiting branches & areas for improving the electronic banking channels

• Build strong service quality culture & establish the department from inception
• Manage complaints, system enhancements, complaints log, complaints acknowledgement and customers’ update
• Improve complaints resolution turn around time by implementing the escalation matrix & launching the delegation of authority matrix for complaints resolution
• Conduct root cause analysis for all incoming complaints and propose process enhancements to eliminate or enhance the root of the problem
• Conduct monthly mystery shopping evaluations for all channels, branches, call centre and direct sales team
• Analyze mystery shopping results and devise action plans to address weaknesses and gaps across all areas of the bank
• Set the service standards for all the front line staff members
• Conduct various types of customer surveys on the products & services
• Prepare summaries and reports to the management team
• Manage service quality award program to all employees
• Ensure service level agreements are adhered to
• Identify the staff training needs and coordinate the training sessions
• Obtain customer feedback and prepare summaries
• Conduct calibration sessions with call centre & on the job coaching for front liners

Career Progression:

• Branch Manager, Main Branch (Nov 2004 – Apr 2006)
• Manager Service Quality (Oct 2003 – Oct 2004)
• Senior Credit Analyst (Sep 2002 – Sep 2003)
• Credit Analyst (Aug 2000 – Aug 2002)
• Operations Clerk/Teller (Oct 1999 – Jul 2000)