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Joud Alshaibani

Joud Alshaibani

Power BI Analyst | Dashboards, Reporting & KPIs

Riyadh, Riyadh Province, Saudi Arabia

@joud_alshaibani

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About

Operations and Customer Relations Specialist with 3 years of experience in banking, financial services, and call center environments. Experienced in credit application coordination, complaint resolution, reporting, and cross-functional process improvement. Proactively developed analytical skills through training in data analysis and Microsoft Power BI, with a growing focus on dashboard development, KPI monitoring, and data-driven reporting to support business performance and decision-making.

Experience

  • Customer Relations Coordinator
    Forsan Financial Company · Riyadh, Riyadh Province, Saudi Arabia
    Aug 2022 – Dec 2023

    Coordinated daily operations between sales, customer service, and credit departments to ensure seamless processing of financial applications. Managed full application lifecycle from intake to closure, verifying documentation completions and data accuracy for compliance readiness. Identified processing bottlenecks and escalated to department heads, contributing to reduced turnaround times and improved customer satisfaction. Maintained accurate CRM records and generated weekly status reports for senior management review.

  • Customer Relations Coordinator
    Emirates NBD Bank · Riyadh, Riyadh Province, Saudi Arabia
    Aug 2021 – May 2022

    Orchestrated cross-departmental workflows across retail banking, customer service, and credit operations to optimize service delivery. Tracked credit application through all processing stages, ensuring timely follow-up and resolution of pending documentation. Liaised between customers and internal teams to clarify requirements and expedite application approvals. Supported audit readiness by maintaining organized case files and adherence to internal quality standards.

  • Customer Experience Specialist
    CCC Call Centers Company · Riyadh, Riyadh Province, Saudi Arabia
    Nov 2020 – Aug 2021

    Resolved high-volume customer inquiries and escalated complaints in a fast-paced contact center environment, maintaining consistent quality scores. Documented complex cases with detailed root-cause analysis and recommended action plans for management review. Contributed to weekly performance reports analyzing complaint trends and identifying process improvement opportunities. Ensured strict adherence to service level agreements (SLAs) and quality benchmark across all customer interactions.

Education

Skills

2 to 5 years 2 to 5 years Several years of experience.
CRM systems Customer Relationship Management
3 to 6 months 3 to 6 months A few months of practice with it.
Microsoft Excel Power Query & DAX Power BI Dashboards Data visualization and dashboard creation

Tools / apps / platforms

3 to 6 months 3 to 6 months A few months of practice with it.
PostgreSQL Power Query Microsoft Excel Microsoft Power BI

Languages

Native / Bilingual Native / Bilingual Their first language, or as strong as one.
Arabic Speak
Fluent Fluent Comfortable using it for work.
English Speak

Courses & certifications

  • Data Analysis with Excel & Power BI · Al-Yamamah University · 2025
  • Project Management Professional (PMP) Intensive Course · Govi Platform · 2025

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