1. PUBLIC
Seham Al Hoshan
Mobile :0535888282
E-mail :sahoma-440@hotmail.com
Personal Information
DOB: July13th
, 1985
Place:Riyadh
Objective
My objective embraces a passion for knowledge that, I believe can only be acquired
experience and hard work, I seek to attain a respectable position in life, mainly by
broadening my skills and expertise and exerting an effort worthy of such ambition.
Education
7, 2007
Bachelor of Science2007 , Business Administration, College of Management Sciences, King
Saud University, Riyadh, Saudi Arabia, GPA: 4.54 out of 5.00.
Training Courses
1-CME 1 Certificate .
2- Trading license .
3-Course of English Language tuition at the British Council Riyadh
For two months.
4-Customer Care Through Telephone held on 20-Nov-2007 -21-Nov2007.
5-Sieble on Demand Training held on 1-Dec 2007 2-Dec-2007 .
6-Effective Habits for Selling held on 24-Nov-2007 25-Nov -2007.
7-Employee month certificate five times during the year .
Professional Experience
11-2007
CustomerService Supervisor, Call CenterDepartment,ArabNationalInvestmentBank

2. PUBLIC
• Interviewandmake recommendationsforopen positionsinthe call center.
• Maintainscheduling,timecards,andrelatedreports.
• Ensure proceduresare followedcorrectly.
• Analysisof call volume oncontinuousbasis.
• Keepmanagerinformedof call volumechanges.
• Make recommendationsif more staff isrequiredorif change of processwill assistin
meetingService Level Agreements(SLA’s).
• Ensure callsare answeredinatimelymanner.
• Monitorpersonnel performance onsystem.
• Supervise shiftpersonnelindailyoperations.
• Participate incoaching,reviewsandtrainingassessmentsof shiftpersonnel in
conjunctionwith the manager.
• Work closelywithmanagementtoachieve teamand departmentgoals.
• Assistinfine-tuningandimplementationof PoliciesandProcedures.
• Functionascustomerservice needed.
• Investigate new technologyasdirected.
• Analyze anddocumentnecessarychanges.
, 7,2008 -2009-
CustomerService Agent,Call CenterDepartment,ArabNationalInvestmentBank
• Answerphonesandrespondtocustomerrequests.
• Sell productandplace customerordersincomputersystem.
• Provide customerswithproductandservice information.
• Up sell productsandservices.
• Transfercustomercallsto appropriate staff.
• Identify,research,andresolve customerissuesusingthe computersystem.
• Follow-uponcustomerinquiresnotimmediatelyresolved.
• Complete call logsandreports.
• Researchbillingissues.
• Researchmisappliedpayments.

3. PUBLIC
• Recognize,documentandalertthe managerof trendsin customercalls.
• Activationof customerportfoliosandaccounts.
• Recommendprocessimprovements.
• Provide on-the-jobtrainingfornew employees.
• Generate customerthankyouletters.
• Manage team's vacations, scheduling, and performance.
• Otherdutiesasassigned.
2010- 2011- 2012
Call Center Supervisor Qualityassurance.
2012 –
Investment Consultant, Client Relation, Samba Capital
Languages
• Arabic:Mother language
• English:Goodspokenandwritten
Skills
• Computerliterate withthe abilitytolearncustomerservice softwareapplications.
• Verbal andwrittencommunicationskillsandthe abilitytotype 30 wpm.
Hobbies
Reading,surfingthe Internet,swimmingandTravelling.
References
Referencesavailable uponrequest.