Customer Service Management

Lamis Y oussef

* ***** ** * *** e Halifax, N S B* S 1 E7 (90 2) 403 -92 44

L a m i s . Y o u s s ef @ d al .c a

Education

B a chelo r of In du stri al En gin eering (C o-op) 2 012 – May 2015

Dal ho usi e Uni versit y, Halifax, Nova S c ot ia

Dipl oma in E lectrica l Eng in eering 2 0 11 – 2 01 2

Nova Sco t ia Agricu ltu ral Co llege, Tru ro, No va Sco t i a

Work Experience

M uenster Universit y of Applied Sciences M uenster, Germ an y

Research Assistant May Aug, 2 01 4

P erfo rmed Qualitati ve Con tent Anal ysis on vari o us relev an t pub licatio ns to b uild th eo ry an d gather informatio n o n the

research t o pi c.

Fo rmu lated a testab le h ypo thesis on th e n atu re of services an d th eir relatio n to cu sto mer interactio ns and exp ectati on s.

Co ndu cted successfu l wo rkshop s and semin ars in ord er to rela y fin din gs and collab orate with research team m e mb ers.

Develo ped a service V isu alizatio n mod el that ad dresses t he comp lex pro cess es with in Facilit y Management o p erati on s.

Co-Au tho red a p ap er titled isualizati on of services - Clo sin g exp ectatio ns gaps an d in creasin g service q ualit y that was

pub lished in the 2 4th Intern atio nal Eu rop ean Associatio n for Research on S ervices (RESE R) Conference (ISBN 9 7 8 -951 -

3 8 -7 43 6 -0 ).

CIBC En terprise Crypto grap hic Servi ces Toronto, ON

Key Manag ement Coordinator Sep Dec, 20 13

P erfo rmed nu mero us User Accep tance Testi ng activities o n the vario us Hard ware Securi ty Modu les in ord er to p rep are fo r

p rodu ctio n acti v it ie s .

Executed co nfi guration and testing in th e develo pmen t en viro nment to ensure hardenin g of th e Hard ware S ecu rit y M odu l es

for en han ced secu rit y .

Designed an in ven tory s yst em fo r the n umero us applicatio ns, driv ers and settin gs on the curren t servers fo r th e imag in g o f

th e new wo rkstatio ns as p art of the ECS Lapto ps Refresh P roject.

Tracked and kep t record o f vario us expen ditures for exp en se management p u rpo ses.

En su red th e secu re an d effi cient tran sp ort and sto rage o f crypto graph ic materi al b ased on th e Cr ypto graph ic Assets S to rage

Conv en tion .

Too k lead of the E-Arch ivin g p roject that entailed transitio nin g fro m a ph ysical m an ual fili ng system o f cru cial

d ocu mentati on to a more effective electro nic datab ase management syste m.

Assisted with the p rep aratio n an d upd ate of d ocu men tatio n and forms req uired fo r audit an d co ntin gency p u rpo ses .

Taseko Mines Ltd. Gibraltar M ines Ltd. McLeese Lake, B C

Co-op Student, Mine Engineering Jan Apr, 201 3

Gen erated an d managed the Dail y M in e Repo rt in ord er to p ro vid e senio r st aff with up-to -date in fo rmation abou t pit

p rodu ction, eq uip ment availabilit y, and mill p ro du cti on .

Condu cted a stud y using Lean Six S ig ma metho do lo gy on the efficien cy o f sh ovel produ ctio n to deter min e the majo r roo t

cau ses for delay and the areas for p otential i m prov em en t .

Constructed th e new S tan dard Operati ng P ro ced ures Boo k in co ordin atio n with the Train ing Dep artment in p rep aration fo r

comp an y ex p an si o n.

Set up and took daily read in gs of wireline ex ten so meters to deter min e the settle men t rates and, th ereb y, the safet y o f th e

du m p s.

Measu red the settlem ent rates of pit benches using a roboti c total station t o en su re th e safety of the p it.

Created an Access d atab ase to in ven tory an d manage th e decad es o f geolo gical d ata accu mu lated in th e sto rage v au lt in

o rder to prepare th e Min e Geo lo gist fo r research p roject .

EV O C anada H a li f a x, N S

R egio na l Sa les Execu tive M ay Au g, 2 01 2

Impro ved efficienc y and th ereb y p rofitab ilit y of m ediu m-sized b us inesses b y pro vidin g an au tom ated tr an s ac t io n

p ro cessing s ys t em .

Generated cu sto m p lans and q uotation s tailored to each merchant s p art icu lar n e eds .

Dev elop ed relationsh ips wit h cli ents to verif y th at our services were run ning effectivel y and to p ro vide af ter -sal es

ass is tan ce.

Cal l Us Info . H ali fa x, N S

Su rv ey In t erviewer M a y Au g, 201 0 & 201 1

Gathered d ata using q uestionnaires fo r pol itical campaigns, h ealth serv ices, cus tom er satisfaction and m ark etin g

p u rpo ses .

Maintain ed accu rat e database reco rds to ensure th at it was reliab le for client u se.

W al-M art Halifax, NS

Customer Service Sp ecia lis t Aug, 20 10 Oct, 201 1

Resp on ded to custo mer in quiries in a courteous mann er t o pro mptl y han dle and reso l ve issu es or co m p l ain ts .

Perf ormed o th er dut ies as requ ired b y our team to ensure th at our store was cl ean an d well s t o c k ed.

Relevant Skills

T e c h n ic a l :

En gin eerin g: wo rki n g k now led ge in So li d Ed ge, Aut oC AD, Matlab, P Sp ice, GLP K/ Gu sek, Min itab, Aren a, Arc G IS.

P ro gramm ing: wor king kn owled ge in C, C++, SQ L, H T M L .

Op erating S yst em s: pro ficient in W indo ws and M acinto sh OS .

M icro soft Office: pro ficient in W ord, Exc el, Po werP o in t, Access, Visio, Proj ect, VB A.

So ft ware: working kno wled ge in Wen co, M ineSi ght, M icro so ft M an agement Con so le, Th ales Key M an ag em en t S oft w are,

Sk etch Up, Ven si m .

N o n- tec hn i ca l:

Excellent v erbal an d written com mu nicatio n sk ills d evelo ped wh ile givin g p resent ations to large au diences and study i n g

t ech nical co mmu nicatio n as part of m y E n gin eering D eg r ee .

P roficient p roj ect m anagem ent and t ime m anagem ent skills du e to exp erience wi th balanc ing n um er ou s

resp on sib ilit ies such as a h eav y co urse lo ad and multip le p ro j ec ts.

Dev elop ed exceptio nal team work skills th ro ugh co mmunication, suppo rt and exchan ge o f id eas with co -work ers in

o rder to achi eve g o al s.

Aw ards

Research Internship s in Scien ce and En gineering (R ISE ) sch olarsh ip from th e German Academic Ex ch an ge S e rv ice. 201 4

200 9

M aximu m entranc e sch olarsh ip ($3,000 ) from Dalh ousie U n iversit y for o utstand in g academ ic p erf or m an c e.

200 8

Hon ors and Distin ction from Al Rawafed P riv ate Hig h Sc h oo l.

National M edals from the U.A. E. i n b oth karate and s wimm ing. 20 0 4 - 2 0 0 8

Cert ificate o f Achievem ent fro m the Nova Sco tia Sci -Tech Exp o. 2 00 8

Academic Research / Projects

Received intensive train ing an d gained in-depth kno wled ge on th e theory and math ematics behin d th e

s ymme tri c/as y mme tr ic key cr ypto graph y and the vario us mod es of o perat ion .

Created a n ormalized relatio nal datab ase in ord er to allo w East Lin k s Netwo rk Op eration s Centre (NOC) to iden tify t h e

specifi c locatio n o f a malfunc tio ning p art in an effective and timel y mann er using a u ser-frien dly i n terf ace.

Design ed and bui lt an innovative cran e which was su ccessfull y able to redu ce h uman po wer du e to its ab ili ty to b e

in stalled an d o perated fro m the bed of a tru c k .

Cond ucted a reco mmen dati on report on "Green Roo fs, ho w to implem ent them and th eir environ mental an d

econo m ical imp licat ions an d ad va n tag es.

Disassemb led a radi o and analyzed i ts vario us co mponents th en d evelo ped an accu rate 3D mo del an d C AD

d rawings o f the co m p on en t s.

Volunteer Experience

Maritim e Eg yp ti an Soci et y H a li f a x, N S

Volunt eer Au gust 20 10 - 20 13

P repared th e h al l fo r the weekl y R am adan Iftar b anq u et .

Serv ed fo od an d assisted gu ests to ensure a s uccessful and enj o yab le ev en t.

Nova Sco t ia M u lticu ltural Fes tival Halifax, N S

Volunt eer Ju l y 2010, 2 01 3

Assisted in set ting u p of dessert s and b arb equ e sectio ns for th e Eg yp tian Soc iet y b y perfo rm in g th e errands assigned to

ensure that the sections where read y wh en the event sta rt s .

Managed th e barb equ e sec tion and raised mo re th an $ 5,000 b y grill in g th e fo od, resolving in sp ectio n no tices an d d eali n g

with cu st o me rs .

References

Av ailab le u po n requ es t.

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