Experience

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  Saudi industrial development fund - sidf

  Aug 2005 - Dec 2011

  Senior industrial data analyst

  • Was instrumental in gathering, analyzing, and designing documentation, following up with the development phase, testing, raising issues and enhancements, and training applicants.• Was responsible for the full software development life cycle for enhancement projects.• Entered missing or incorrect information and re-classified documents (Document Management & Knowledge Management).• Continuously worked on processes and suggested improvements/enhancements of existing applications.• Collated and evaluated business requirements for designing documentation.• Followed up on the development phase, testing, raising issues, and enhancements, and training applicants.• Developed fund internet and intranet pages while maintaining the functional and technical quality requirements.• Played a key role in preparing investors’ policy and procedures manuals.• Entered missing or incorrect information and re-classified industrial sectors (Saperion auditing).• Participated in fund internet and intranet page development.• Was instrumental in preparing quarterly departmental achievements and personalized reports.• Acted as a liaison between technical consultants (functional requirements) and IT Departments (technical requirements).• Was responsible for the full software development life cycle for enhancement projects.• Conducted training sessions and participated in preparing training manuals and user guides.• Continuously worked on processes and suggested improvements/enhancements of existing applications.• Managed data file maintenance, including historical document archiving.• Was promoted from assistant to analyst to senior analyst within three years. Show less

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  Saudi industrial development fund - sidf

  Dec 2012 - now

  • Supervised the customer care team, including coaching, training, and motivating staff to perform effectively.• Presented SIDF in several events and workshops.• Represented the organization in major workshops and seminars at local and international levels, and met with investors.• Participated as a vocal point for the business process committee.• Explored the latest trends and evaluated their effect on our business model (RPA, Chat Bot, etc.).• Focused on Customer Centricity as our core value.• Handled major and strategic projects with SIDF partners.• Acted as IT coordinator and single point of contact for the internal audit, compliance, and ERM, and managed the policy and DoA of the department. Participated in King Abdulaziz Quality Award- 4th (2018), 5th (2020), and 6th (2022).• Participated in the Government Digital Transformation Measurement (Qiyas)- 5th, 6th, 7th (2016), 8th (2019), and 9th (2021) Programs. Show less • Reviewed and processed online and walk-in customers' applications.• Managed the contents related to our customers, both online and paper, and coordinated with the publisher for ordering new quantities and reviewing the received ones.• Developed customer services division goals, objectives, and procedure manual.• Supervised employees.• Assisted the division head by taking responsibility for the division's work during his vacations.• Dealt with online and walk-in inquiries.• Created and implemented policies and procedures for customer relations operations.• Developed SIDF online services, including online loan requests, e-correspondences, social media, and phone calls.• Set and implemented CRM and IVR and participated in UAT.• Assessed the online and walk-in customers' applications and inquiries, and customers' business and operational requirements.• Set the department's objectives and procedures manual for improved customer satisfaction. Show less

  • Head of Customer Care Unit | Communication Department

    May 2020 - now

  • Customer Relations Team Leader | Customer Relations Consultant

    Dec 2012 - May 2020