Khaled Jamal Al Shannawi
Banker
Al Yarmouk,Kuwait
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Acting Unit Head Cards Services
Kuwait International Bank
9 2023
- Responsible to coordinate and manage customer service, Merchant operation and Cards Accounts & Settlement units
- Supervising claims unit and fraud monitoring units
- Managing operation merchant unit
- Identifying all merchant related issues and ensuring it is fixed within agreed SLA
- Checking and approving all merchant requests
- Communicating with vendors
- Testing and applying system changes, and setup for any new product
- Working on any cards related designated projects
- Handling customer complaints
- Ensuring all customers, branches and inter-intra departments quires related to cards services and responded on daily basis
- Reporting and following up with IT for any cards related issues
- Approving Daily Credit Cards applications & maintenance requests and checking all entered details ensuring the correctness of the data and documents provided
- Maintain and turnaround timeline to clear all requests as per SLA
- Handling customers, branches and call centre inquires and requests
- Conducting system training for bank staff.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Proven ability to learn quickly and adapt to new situations
- Proven ability to develop and implement creative solutions to complex problems
- Strengthened communication skills through regular interactions with others
- Gained extensive knowledge in data entry, analysis and reporting
- Resolved problems, improved operations and provided exceptional service
- Skilled at working independently and collaboratively in a team environment
- Organized and detail-oriented with a strong work ethic
- Provided professional services and support in a dynamic work environment
- Worked effectively in fast-paced environments
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Demonstrated respect, friendliness and willingness to help wherever needed
Unit Head Customer Services
Kuwait International Bank
01.2020 - 09.2023
- Responsible to coordinate and manage customer service unit and assisting operation unit in Card Centre Department
- Communicating with vendors
- Testing and applying system changes, and setup for any new product
- Working on any cards related designated projects
- Handling customer complaints
- Ensuring all customers, branches and inter-intra departments quires related to cards services and responded on daily basis
- Reporting and following up with IT for any cards related issues
- Approving Daily Credit Cards applications & maintenance requests and checking all entered details ensuring correctness of data and documents provided
- Maintain and turnaround timeline to clear all requests as per SLA
- Handling customers, branches and call centre inquires and requests
- Conducting system training for bank staff
- Starting Jan 2023 managed operation merchant unit to identify all unit related issue
- Identifying all merchant related issues and ensuring it is fixed within agreed SLA.
- Learned and adapted quickly to new technology and software applications
Assistant Unit Head Customer Services
Kuwait International Bank
06.2015 - 01.2020
- Responsible to coordinate and manage customer service unit and assisting operation unit in Card Centre Department
- Testing and applying system changes, and setup for any new product
- Handling customer complaints
- Providing efficient, friendly and quality service and assistance to customer and bank staff by answering any queries, provide information and guide them through various card issues in a manner that projects positive image of the bank
- Approving Daily Credit Cards applications & maintenance requests and checking all entered details ensuring correctness of data and documents provided
- Maintain and turnaround timeline to clear all requests as per SLA
- Identifying operational problems and suggesting solution to Card Centre Unit Head.
Kuwait Operation Manager
Universal Payment services
06.2010 - 06.2018
- Participate with Division Head in overall Operations, planning and annual budget
- Maintain monthly schedule on targets, performance and variation
- Revise budget interim on requirement
- Supervising and distributing duties among units and staff directly reporting
- Working on designated projects with product development manager / team
- Participate with Division Head in Planning, Budgeting, monitoring achievements periodically
- Identifying and referring severe Operational difficulties to Head of Card Operations and discuss procedure, methods, remedial action and recommend how to make improvements
- Resolving disputes and complaints of associating institutions and clients
- Handle within division, except in very complex situation where it may be referred to Divisional Head
- Aid Collection Unit
- Manage Chargeback unit and Manage accounts and settlement Unit
- Contact CMS VENDOR / Visa / MasterCard International etc for business related issues
- Communicate with dealing clients
- Attend card services related meeting
- Co-ordinate with HO division
- Review reconciliation reports
- Assist Head of department for administrative matters
- Support related projects
- Attend card services related meeting
- Co-ordinate with HO division.
Client Relation - Assistant Manager
Kuwait International Bank
08.2013 - 05.2015
- Providing efficient, friendly and quality service and assistance to customer and bank staff by answering any queries, provide information and guide them through various card issues in a manner that projects positive bank image.
- Supervising Daily Credit Cards applications & maintenance requests and checking all entered details ensuring correctness of data and documents provided
- Verifying processing of credit cards applications and approving in Card management system
- Supervising daily card production and dispatching process
- Handling customers, branches and call centre inquires and requests
- Supporting other cards units (claims, operation, merchant).
Customer Service Supervisor
Commercial Bank of Kuwait
07.2006 - 06.2010
- Handling customer service with all customers
- Sales for some products
- Personnel development and continual monitoring
- Preparing & preforming full tests for new operating system.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally
- Created customer support strategies to increase customer satisfaction level
Senior Customer Service & Prime Centre Supervisor
Commercial Bank of Kuwait
07.2005 - 07.2006
- Managing all customer service staff
- Checking applications and Maintenance
- Acquisitions of large-scale incentivised clients
- Sales of various products.
- Managing Prime Centre (for VIP customers).
Loan Officer (Retail Banking Division)
Commercial Bank of Kuwait
07.2004 - 07.2005
- Singly managed loan department for Head Office branch
- Assisting Branch fixed deposits Unit
- Assisting Branch Customer Service Unit.
Prime Centre Clerk (Card Centre)
Commercial Bank of Kuwait
07.2001 - 07.2004
- Handle more than 700 VIP clients credit cards (Platinum & Infinite) & assist them in all there banking needs & inquires on a 24-hour basis (on after office hours)
- Follow up on customer complaints with related
- Recommend new customers for Prime centre & acquire necessary approvals
- Visiting new Customers & existing customers to brief them on bank's new products.
Corporate Dept. Assistant Manager
Al Sayer Travel Agency
07.2001 - 06.1998
- Managing all corporate business, such as (Kuwait Danish Co., Arab Planning Institute, Kuwait Shipbuilding & repair yard Co., Americana)
- Acquisitions of new companies and retention of existing companies.
- Supported staff members through timely completion of administrative tasks, increasing overall productivity
Education
Associate of Applied Science - Chemical Engineering
Kuwait Association For Applied Science
Kuwait 04.2001 - 06.1998
Skills
Have excellent knowledge in computer system applications
Customer Relations
Self-Directed
Teamwork and Collaboration
Attention to Detail
Dependable and Responsible
Organization
Fluent in English
Good Telephone Etiquette
Supervision and leadership
Team building
Recognition Certificates
- Appreciation letter by the GM & CEO of the Commercial Bank of Kuwait for an outstanding performance and dedication for the Sell A Star 2002 & 2003 program
- Appreciation letter from immediate managers and division heads for varicose excellent performances.
Training Programs Attended
- English for Banking - IBS
- English for customer service program - IBS
- Operations Credit & Debit Symposium - IBS
Personal Information
- Date of Birth: 06/29/74
- Nationality: Kuwaiti
- Marital Status: Single
References
Available upon request.
Accomplishments
- Supervised team of 8 staff members.
- Successfully Participated in 2 different CMS's migrations
- Collaborated with other departments in launching the first Biometric card (3rd generation) in Kuwait.
- supervised Implemented the instant issuance in KIB.
Timeline
Unit Head Customer Services
Kuwait International Bank
01.2020 - 09.2023
Assistant Unit Head Customer Services
Kuwait International Bank
06.2015 - 01.2020
Client Relation - Assistant Manager
Kuwait International Bank
08.2013 - 05.2015
Kuwait Operation Manager
Universal Payment services
06.2010 - 06.2018
Customer Service Supervisor
Commercial Bank of Kuwait
07.2006 - 06.2010
Senior Customer Service & Prime Centre Supervisor
Commercial Bank of Kuwait
07.2005 - 07.2006
Loan Officer (Retail Banking Division)
Commercial Bank of Kuwait
07.2004 - 07.2005
Prime Centre Clerk (Card Centre)
Commercial Bank of Kuwait
07.2001 - 07.2004
Corporate Dept. Assistant Manager
Al Sayer Travel Agency
07.2001 - 06.1998
Associate of Applied Science - Chemical Engineering
Kuwait Association For Applied Science
04.2001 - 06.1998
Acting Unit Head Cards Services
Kuwait International Bank
9 2023
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