Rami Kaafarani

Experience

• 

  Gulf Bank

  Aug 2005 - Oct 2020

  • Supervise, Organize &Control activities of the branch• Responsible for all daily branch transactions as per BOM• Minimizing financial losses encountered during daily operations• Improve team performance to meet Customer Service Quality goals• Train, guide &monitor staff to work as per Gulf bank procedures• Adherence of AML standards • Drive & lead branch staff to deliver Exceptional Customer Service• Increase branch staff awareness for Central Bank regulations• Inter and intra departmental communication & coordination• Communicate & Solve customer complaints• Assure Punctuality & Discipline of branch staff• Manage branch image &meet Gulf Bank marketing standards• Minimize the number of unsatisfied customers & complaints• Daily supervision of key GL’s and Suspense accounts• Respond to Internal and External Audit reports &observations• Employee training , development & preparing 2nd line staff•Enhance & improve Customer Service •Monitor staff punctuality, behaviors & attitudes•Assure accurate Implemention of Policies& Procedure Show less

  • Operations Manager

    Nov 2009 - Oct 2020

  • SCSR

    Aug 2007 - Nov 2009

  • CSR

    Aug 2005 - Aug 2007
• 

  Light Fields Food Stuff Company

  Jan 2021 - May 2022

  Customer Service Manager

  Supervise day-to-day operations in the customer service department• Respond to customer service issues in a timely manner. • Maintain accurate records and document all customer service activities • Train & guide customer service agents • Hire, coach and provide training to personnel to maintain high customer service standards • Monitor random calls to improve quality, minimize errors and track operative performance • Prepare reports for hire management • Handle complex customer complaints or enquiries• Create a welcoming and motivating environment for employees • Monitor the performance of the call center and regularly provide feedback. • Provide training and orientation for the recruits to provide high-quality customer service. • Organize shift patterns and the number of staff required to meet demand • Assure agents having full product knowledge& aware of products updates • Create & Build professional customer service experience Show less

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  KFIC for Financing Services Company

  May 2022 - now

  Manager Financing Services Operations