Customer Service Manager
Resume:
Osama Ayash
Email: ******.*****@*****.***
Osama Ayash
Tr a i n e r / l e c t u r e r- { Tr a i n i n g & D e v e l o p m e n t } .
Manager/Expert – {Banking / Call Center/ Customer Service/
Process Reengineering SME}.
Mobile Number: 055*******, Email: ******.*****@*****.***
Introduction (covering letter)
More than 17 years of experience in Banking, Call Center, Customer Service, Training and Development.
Started from first line staff up to management level and business development. Worked in U.AE, Oman, and
Qatar with full involvement in different departments and tasks such as, Quality, Customer Service, Call
Center, Outsourcing Call Centers, Loans Evaluation, Risk Management, Audits, Compliance, Training,
Design Training Materials, Process Reengineering, writing process and procedures, Human resources, and
recruitment. These experiences invested in Training & Development.
Dealing with multinational environments with full openness of ideas and thoughts, These opportunities in
term of fields and locations enabled me to experience different working environments, enriched my career,
broaden my vision, implement talent management, motivation, and I look forward to investing my
experience in stable organization with mutual interest of long term relationship.
- Approved lecturer by U.A.E higher education and scientific research
- Banking & Finance lecturer
- Trainer for Soft Skills, Banking, Management Studies, and Call Centers, more than 30 international
standard training courses in both languages “English & Arabic” as well customized many other
courses to suit clients’ development requirements.
- Retail banking expert. Long Banking and Finance experience with deep banking product
knowledge.
- Call center manager for “Banking” and non-financial organizations.
- Customer Service and training “Subject Matter Expert SMS”.
- Process reengineering SME.
- Provided Soft Skills training to government and private companies as well as individuals.
- Established and developed several Call Centers in the regions for financial and nonfinancial
organizations.
- Head of learning and development.
Personal Details:
Nationality : Jordanian
Date of Birth : 24/7/1972
Visa Status : Employment.
Driving License : Light vehicle
Languages : English/Arabic.
EXPERIENCE:
Regional Educational Institute 2013 - Present
(Academic Director/ Development Manager / Trainer)
Manager all the operations of the institute
Design and implement policies
Establish standards and procedures
Cooperate with other institutes, colleges, universities, and training centers
Recruit and select staff
Orient and train employees
Evaluate staff performance
Coaching and disciplining staff
Network building
Conduct training courses.
The Direct Management: 2007 – 2013
(Development Manager & Trainer)
Provide Soft Skills, Banking, Call Center, and Business Training Courses
Design and customize training courses to satisfy clients requirements
Projects handled: 2011- 2012
Training to Al Ain Municipality:
• Advanced Customer Service program.
Provide consultation to Human Soft holding company in:
(Training & Development)
Certify training companies.
Certify Trainers.
Update training materials.
Assess participants at the end of training course.
Make sure that accredited training companies are meeting high training
standard.
Train Trainers.
Coordinate with management to setup annual training plan.
Abu Dhabi Municipality
Osama Ayash
Email: ******.*****@*****.***
- Handle project under a position of SME “Subject Matter Expert for
customer service & front liners business channels.
- Reengineered the process of Abu Dhabi Municipality to be one of the most
developed five municipalities in the world.
- Train Trainers.
I-Vision
• Communication Skills
• Sales
• Customer Service over the phone
• Leading through change
• Establish Call Center for the company, recruit and train the staff.
RTA “Dubai Road and Transport Authority:
• Secret of Management success
• Leading and Management
• Stress Management
• Conflict Management
• Employees Motivation
• Advanced Customer Service
• Telephone etiquettes
• Establish RTA Call Center “the largest Call Center in the Middle
East, recruited, and train the staff.
Al Ghurair group
• Communication Skills
• Customer Service
• Call Center and Serving Customers over the Phone.
• Project Management
• Business Management
Al Khwarizmi International College- Abu Dhabi 2010-2011 “The First accredited college
in U.A.E”
• Lecturer for Banking Diploma students.
• Banking training courses.
• Call Center training courses.
• Management training courses.
• Soft skills training courses.
• Quality training courses.
• CCA, CCS, CCM training courses.
• Train the Trainers.
• HRM.
• Participated in setup and developing training courses campus.
Training to Abu Dhabi police
• Customer service
• Telephone etiquettes
• Leadership and Management
• Conflict Management
• Decision Making
Training to Federal Electricity & Water Authority (FEWA)
• Types of Customers
• Dealing with angry Customers
• Employees Motivation
• Customer Service
Doha Bank – Qatar – Doha. 2006-2007
(Banking & Finance)
Position: (Head of Direct banking)
• Recruited, Trained, and managed the staff.
• Developed Doha Bank Call Center, Direct Sales, & E-Banking.
• Develop and implement financial plans, policies, and procedures.
• Prepare MIS reports to senior management.
• Plan, organize, lead, control, and evaluate the operations.
• Handle all over operation of Direct Banking.
• Participate effectively on developing Retail Banking Group and products.
Training Courses Provided:
Vision and Goals
Planning
Meetings Management Skills
Brain storming
Decision Making
Successful Leader
Communication Skills
Innovation
Negotiation Skills
Interviewing and recruitment
BankDhofar - Oman – Muscat. 2004-2006
(Banking & Finance)
Position: Direct Banking Manager &
(Executive Manager) form (Bank Management Team).
• Established Bank Dhofar Direct Banking Center, recruited, trained, and
managed the staff.
• Develop and implement financial plans, policies, and procedures.
• Prepare MIS reports to senior management.
• Plan, organize, lead, control, and evaluate the operations.
Osama Ayash
Email: ******.*****@*****.***
• Frequent meeting with senior management.
• Participate in planning with bank management team as an effective member in
management team and executive manager, monitor and evaluate results.
• Continuous improvement meetings with staff and management.
• Setting KPIS for my department and other departments.
• Participate effectively in developing training department; provide training to bank
staff in soft skills, banking operations, setting KPIs, and product knowledge.
Training Courses Conducted:
Brain Storming
Successful Leaders
Communication Skills
Innovation
Problem Solving
Conflict Management
Stress Management
Negotiation Skills
Writing Reports
Arab Bank Limited – U.A.E – Dubai: 2001-2004 The largest banking networking in the Middle
East.
(Banking & Finance)
Position: Direct Banking Assistant Manager.
• Participated with head of Retail Banking to setup Retail
Banking Group to Arab Bank in United Arab Emirates.
Plan, organize, lead, control, and evaluate the operations.
Established the Direct banking, train and manage staff
Establish the first Call Center to Arab bank in the world.
Participate effectively in developing Retail Banking Group.
Website champion. Developed and reengineered Website.
Handle over all operations of Direct Banking Dept.
Training Conducted
Retail Banking Products and Services
Communication Skills
Business Management
Conflict Management
Train The Trainers
Customer Service
Telephone etiquettes
Leadership
Setting KPIs and Monitoring System
Strategic Planning and Thinking
Decision Making
Business Management
MashreqBank – U.A.E – Dubai : 1996-2001
(Banking & Finance)
Position: Branch Customer Service Officer, Call Center Team Leader
• Customer Service Officer. Dealing with customers’ face to face, Retail Banking.
• Call Center Team Leader. Manage a call center team and report to management.
• Conduct training to new joiner on soft skills and banking products and services.
EDUCATION AND CREDENTIALS
MBA:
From Florida University U.S.A –
Marketing – 2002.
Post Graduation Diploma:
From Arab Academic of Banking and Finance Management - Jordan
Finance and Banking – 1996.
Bachelor Degree:
Pune University
Marketing -1993.
SKILLS
Computer Skills: Computer Skills: MS Project.-MS Word - Ms Excel – internet- Power point -
Front page – ARIS system - Storage devices - Microsoft Windows XP - Outlook Express –
Messengers – HTML – hardware
Languages: Native Arabic speaker; fluent in English.
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