Wasim Al jbawi

  • Norrköping Ösergötland
Wasim Al jbawi

Senior MIS Coordinator        Data Analyst

Summary

Seeking an opportunity to achieve a successful career where my banking experience, skills and education can be utilized and developed within a cooperative teamwork.

Work History

Work History
Jan 2010 - Dec 2013

Senior MIS Coordinator

National Bank of Abu Dhabi
  • Scheduling and staffing the department manpower of 200+ agents and 30+ supervisors.
  • Forecasting workload and calls flow amounting to 2,000,000 calls a year.
  • Handling all IT related issues for more than 600 stations and users.
  • Extracting, analyzing and developing call center reports including agents’ monthly performance summary, incentive, vacations and incentive/overtime calculations.
  • Connection point with bank units, including handling sales leads distribution and follows up.
  • Member of internal auditing team.
  • Assigned for external audits meetings and reporting.
  • Conducting training sessions on new systems and Microsoft Office Enterprise applications
Nov 2007 - Dec 2009

Customer Service Representative

First Gulf Bank
  • Handling angry/unusual customer’s calls.
  • Agents’ consultant for issues and information clarifications.
  • Average quality outcome of 98.9 %
Mar 2006 - Sep 2007

Marketing Executive

Duct Doctor
  • Making marketing plans for team members.
  • Surveys and after work feedback reports with analysis.
  • Handling complaints.
  • Issuing proposals, quotations and estimations after surveys
Feb 2005 - Mar 2006

Temporary Floater Staff

Union National Bank

Temporary Floater Staff was the contracted position with Union National Bank, during this career I used to be a substitute for absent staff, the longest periods were spent in IPO Center as a data entry staff and a head office CPU cheques encoder.

Education

Education
2009 - 2012

Bachelor of Science in Business Administration    

Lahaye Global University
2008 - 2011

Associate Degree in Islamic Banking

Al-Khawarizmi International College

Certifications

Certifications
2012

Management Skills & Leadership Development

Master Class management
2013

GBCM Business Continuity Training

National Bank of Abu Dhabi Academy
2012

E-mail Etiquette

National Bank of Abu Dhabi Academy
2012

Creative Problem Solving

National Bank of Abu Dhabi Academy
2012

Intro to Call Center Supervision

ICMI
2011

Introduction to the Dynamic Call Center

ICMI
2012

Customer Service Representative Level 1

National Bank of Abu Dhabi Academy
2012

Call Center Management Information System

National Bank of Abu Dhabi Academy
2010

TOEFL

Al-Khawarizmi International College
2007

ICDL

ICDL GCC Foundation
2008

Excellence in Customer Service

Progress management Consultants
2009

Achieving Customer Engagement

Bankers Academy
2011

Effective Report Writing

National Bank of Abu Dhabi Academy
2012

Business Skills Development Package

Mindleaders

Effective Meeting

Effective Presentation

Effective Email Writing

Business Writing

Project management Practices & Development Roles

Coaching Communication Skills

Critical Thinking

Stress Management

Team Building

Project management Strategy & Analysis

Building Relationships

Business Ethics

Certified business Analysis Professional

Advanced Research & Planning

Management Fundamentals & Management in Prospective

Innovation in the Workplace

Call Center Staffing & Resource Planning

Skills

Skills

Banking Softwares

Attention to Details

Accuracy

Communication Skills

Problem Diagnosis

Technical Skills

Analytical Skills

Management Skills

Team Working

Leadership

Achievements

  • NBAD Call Center ISO certification 2011.
  • NBAD Diamond staff recognition award May 2012.
  • Building NBAD Contact Center WFM Database.
  • Structuring a new call center as a branch of 100 stations.
  • Structuring a new call center in Abu Dhabi
  • Recommended by Senior Vice President to be hired in other bank units as a result of a new product suggestion.
  • NBAD Diamond Staff Recognition Award

Systems Operated

  • Intellect
  • Prime
  • Emtrack Gate
  • Online
  • U-agent
  • U-supervisor
  • U-manager
  • IMAL
  • Business Central
  • Crystal Reports
  • Loyalty
  • AVAYA WFM
  • AVAYA CMS
  • AVAYA QM
  • CRM
  • DCMS
  • Globus
  • Vision Plus

Languages

English:      Excellent

Swedish:    Intermediate

Arabic:        Mother Tongue

References

References

All References are available upon request