Customer Service Quality Control

Summary

Senior Quality control officer with Bachelor degree of Public Relation and

Advertisement. In addition, banking experience in digital banking customer service.

I am goal oriented and determined when it comes to achieving milestones. I enjoy team work and excel at coordinating as I am naturally friendly and prioritize efficient planning and coordination. Also, I am very adept at learning new skills and adapting to new environment as I believe that progress is impossible without change. Finally, I am very ambitious when it comes to my future and plan on continuing my goals with an optimistic mindset. Skill highlights

• Customer Service focused

• Quality Control and Assurance

• PowerPoint Presentation

• Specialized in Quality Control

• MS Office: PowerPoint, Excel, Access

• Leading Training and Workshop

• Easily Adaptable

• Attentive to detail

Experience

Senior Quality Officer – Digital Banking Department / Bank Audi SAL, Lebanon July 2022– September 2024

• Monitoring Call center agents’ calls on Zoom recording and extracting a monthly quality report.

• Extracting daily reports for calls handled, precision queue, calls timing, Repetitive calls and reporting them to management.

• Preparing real cases for call center agents as a part of training

• Monitored performance and generated reports and collaborated internally to identify issue roots and rectify problems.

• Set targets for employees to drive company success and strength motivation.

• Conducting 1-2-1 process training to quality officers when required.

• Boosted employee’s productivity and efficiency by conducting semi-yearly events and reports

• Identifying weaknesses and guiding the Supply Chain Partners on corrective actions

• Preparing mentor-ship program for employees and managing their tasks Officer Quality/ Bank Audi SAL, Lebanon

May 13 2019- June 30 2022

• Managed quality assurance program, including internal audits.

• Implemented new quality assurance and customer service standards – KPIs Established and tracked quality department goals and objectives

• Recorded, analyzed and distributed statistical information such as complaints received from customers, and defined resolution strategy and plan Novo Advisor – Digital Banking / Bank Audi SAL, Lebanon June 30- 2016 – May 12- 2019

• Assisted customers with setting up accounts, completing loan applications and signing up for new services with a focus on cross-sale of banking products and services while consistently achieving sales targets

• Executed customer transactions, including deposits, withdrawals, money orders, checks, wire transfers, stop payments and account transfers.

• Checking customers’ profile for eligibility to benefit from Audi-online and Audi- App for individual and corporate accounts

• Enrolled Individual and Corporate customers for Audi online services MAHA HASHEM

Nationality: US Permanent Resident/

Lebanese

Contact

Address:

Dearborn Heights, MI

Phone: 313-***-****

Email: *******@*******.***

LinkedIn: Maha Hashem

Education & Training

Bachelor Degree in Public Relation

and Advertisement

Lebanese University, JUNE 2006

Account Management Training

Trade Finance course

Electronic cards Level 2 course

Money Laundry & Compliance

course

Operations level 1&2

Retail Banking Level 2

E-learning “Communication Skills”

Audi training center, 2016

Lebanese Financial Regulations,

(Central Bank of Lebanon)

ESA Business School, Aug 2019

Languages

English – Native or Bilingual

Arabic - Native or Bilingual

Hobbies

Reading

Writing

Swimming

Cooking

Contact this candidate