Customer Service Management

Tarik Khettouch

L: Dubai - UAE M: +971-********* E: *********@*******.*** / khettouch@gmailcom

Management Profile: Banking

Qualified professional with nearly 10 years of experience in Customer Service, Call Center Management, Business Development, People Management and Credit Analysis. Skilled verbal and written communicator who negotiates relationship-building, business agreements with win-win scenarios. Extremely adept at both qualitative and quantitative analysis and client relations. Proven ability to provide cost-saving evaluations by applying detail-oriented mind-set. Known for leading simultaneous projects in high-pressure environments with professionalism and poise. Proficient in adapting to new procedures as business climate changes.

Professional Experience

Al Hilal Bank, Dubai - UAE ~ March 2008 till date

Senior Credit Risk Officer - Retail Credit, Sep 2014 till date

Job Profile

Evaluate credit and financial reports prior to approving loaning amounts/ credit extension to existing clients as well as prospects.

Submit detailed loan applications, credit analysis and summaries of loan requests to the loan committees for approval.

Assess profitability of loans based on financial data like market share, income growth and quality management.

Recommend financial activities and future course of action based on evaluated financial records as well as economic health of the company or individual.

Collaborate with team members in reconciling customer statements and billing; generate financial ratios for appraising customers’ financial status.

Ascertain credit risks and client viability based on evaluated financial statements. Recommend payment plans based on financial strength and activities of the customer.

Call Center operations manager, Mar 2008 – Sep 2014

Job Profile

Managed and led the implementation of the speech recognition IVR project.

Led the team building the call center entirely right from the nascent stage and further driving growth through well-managed operations.

Obtained a Certificate of achievement by “The college of call center excellence -TM” for <call center managers>

Managed the phone banking department and handled the implementation of the core banking system T24 “TEMENOS”, Cards management system “HPS” and managed the integration process of the call center platform to those systems.

Managed, motivated and coached the team to maximize their contribution to present and future work requirements.

Mentored & encouraged a strong team working environment by encouraging top performers through recognition and average performers through coaching to ensure consistent top performance delivery.

Ensured that the team achieved the highest possible service level by efficiently managing shifts through accurate forecast and by opening effective communication channels with department with direct impact on the call flow volume (product, marketing…).

Acted as the sole point of contact for the customer complaints and resolved them efficiently using a meticulous follow up method.

Earlier Assignments

NOOR Islamic Bank, Dubai ~ Customer Service - Call center agent ~ 7 Months

ABN AMRO Bank, Dubai, UAE (Now Royal bank of Scotland) ~ Customer Service Representative ~ 1 Year 4 Months

Credentials

Education

Master’s Degree in Hotel Management, University of Perpignan (UP), France, 2003

First Cycle Diploma in The Techniques of Production & Sales, International Institute of Tourism (IIT), Morocco, 2000

Professional Development

Islamic banking and Sharia compliant products.

Credit appraisal techniques

Portfolio management & mutual funds

Investment & Capital markets

Formation security and KYC, Fraud and compliance

Certificate of achievement by the college of call center excellence TM.

“HPS” for electronic payment system.

Core banking system T24.

Excellence in Service: Communication with your Customers

Excellence in Service: Communication with Upset Customers

Interpersonal Communication: Listening Skills

Interpersonal Communication: Telephonic Skills

Date of Birth: 14th March 1980 Languages Known: English, Arabic and French Nationality: Moroccan

Passport No.: A775179 Visa Status: Residency Visa Reference: Available on Request

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