Customer Service Front Desk

MAYSAA ATEF NESSER

Contact: +961-**-****** E-Mail: **********@*****.***

Senior Management Professional - Central Operations/ Cash/ Customer Service Exceptional knowledge of Banking sector operations, activities, practices and process; offering 22+ years of experience

Seasoned banking professional offering valuable experience handling operations with demonstrated success in effectuating plans for enhancing organization image. Integrated approach in deriving actionable insights; developing operations purposes from scratch while planning risk mitigation tactics to ensure smooth running. Strong aptitude in devising cutting-edge operational methods by identifying data to improve performance, through both operational- and customer-focused insights.

Acquaintance with financial reports and supported all areas of responsibility; examined, and interpreted records, compiled financial information perform process analysis, and communicated recommendations to management. Dexterous in providing best-in-class customer service and problem resolution to customer queries. Meticulous, well-versed Bank Teller with excellent cash handling skills. A dependable professional who provides outstanding customer service, efficiently processes a high volume of error-free transactions and consistently meets goals.

WORK EXPERIENCE

January 2022- current I Lebanon Diagnoses Center – Tyre,Lebanon Reception Department: Supervisor

Key Responsibilities:

• Front Desk Supervisor primarily supervises the front desk team to ensure efficient, smooth operation and gain patron satisfaction.

• Responding in a professional and courteous manner to patrons by providing timely and accurate information as well as introducing them to the medical service. Directing them to the concerned departments following the instructions and procedures in place.

• Validating bills and other necessary supporting invoices April 2008 – Feb 2020 International Bank Of Qatar – Doha, Qatar Career Elevation:

● April 2008 - April 2013: Cash Teller

● April 2013 - January 2016: Senior Central Operations Clerk

● January 2016 – Feb 2020: Central Operations Team Leader Key Responsibilities:

Central Operations Team Leader

● Accountable for verifying and approving transactions, insuring validity and completeness of transactions and reconciling accounts to ensure the quality of workflow within the department. Conducting review of transaction report to keep track of anomalies and exceptions

● Shouldered with the overall accountability of supporting branch in all matters related to operations

● Directed smooth running of branch activities within compliance. Supported in implementation of departmental policies and procedures

● Ensured central bank compliance with all IBQ branches in order to minimize

exposure to risk and safeguard against financial loss to the bank

● Entrusted with the responsibility of ensuring any concessions relative to exchange rates; managed first level contact with third parties such as following up transactions or complaints

● Executed performance management system in order to ensure subordinates’ awareness of respective accountabilities. Recommended improvement measures to meet financial goals while evaluating potential

CORE SKILLS

Banking Central Operations

Transaction Monitoring

and Reconciliation

Cash Handling

Risk Fraud Awareness

Product knowledge

Administration Support

Central Bank Compliance

Performance Management

system

Customer Service

Fraud Management

Credit Card Transactions

Relationship Building

Training and Development

Team Building

EDUCATION

Studying Masters in Business

Administration from Dalefort

University, 2019

B.A. in Psychology from

Lebanese University, Faculty of

Sciences, 2002

Certificate in Secretarial Skills

from Assaad Khoury Institute –

Lebanon, 1998

Diploma in Management and

Computer Courses from Najdeh

Association, 1998

Certificate in Audit Techniques

and Quality Control from Alison

Academy, 2019

Academic Researches

● Searched new clients and developing a valuable existing client base, focused on operational efficiency translating into cost savings and bottom

● Encouraged members towards better productivity and inculcating spirit that fosters business excellence

Senior Central Operations Clerk

● Responsible for posting banking transactions centrally into the core banking systems; checked accounts opened by other staff before and after processing. Successfully closed accounts that fail to meet bank policies or QCB rules and regulations as requested or as requested by branches.

● Managed process related to salary card accounts; followed up on all policies and procedures related to all relevant departments and imparted training sessions to new joiners on all the procedures and policies

● Accountable for checking documents and validating all-related transactions. Checked, amended, added, deleted and authorized customers’ signatures, both retail and corporate, after being scanned into the bank system.

● Dexterously opened customer accounts and staff accounts; maintained customer information including both retail and corporate accounts

Cash Teller

● Received Appreciation for outstanding work (Employee Excellence Award), 2009 & 2010

● Acknowledged with award of Best Customer Service (2009 & 2010)

● Amplified responsibility to Business Teller and ATMs Teller

● Accountable for clearing of cheques and acted as custodian of the main vault. Managed daily operations – debiting and crediting customer accounts

● Managed international drafts and dealing with foreign currency, credit card transactions, processed ECC cheques

● Maintained customer confidentiality with all transactions and protected bank’s operations by keeping the information confidential

● Contributed to team effort by accomplishing related results as needed

● Served as customer service representative; managed telegraphic Transfers and performed greater responsibility tasks in the absence of my supervisors

Key Responsibilities:

● Dexterously handled the appointments and proposals; filed and updated company data as well as managed all secretarial tasks

● Supervised entire administrative operations, liaised with other internal departments and external bodies; provided comprehensive services

PRIOR WORK EXPERIENCE

May 2007 with 2nd Qatari Economic Forum as Coordinator July 1998 – September 2002 as Accountant - Free Lance Nov.2006 - July 2007 with Al IKTISSAD WAL AAMAL Group- Doha, Qatar Manager Assistant

June 2005 - Feb. 2006 with Horizon Travel and Tourism –Doha, Qatar As Executive Secretary

April 2002 - June 2004 with Hiram Hospital – Lebanon as Admission Office/ Customer Service

Prepared Academic

Researches in educational

affairs and psychological

analysis

CERTIFICATES

Financial Fraud Awareness

2019 Financial Crime/

Financial Crime – Middle East

(English)

Information Security Awareness

IBQ Business Continuity

Anti-Money Laundering 2014

Financial Fraud Awareness 2015

Anti-Money Laundering 2015

Information Security

Awareness 2016

Anti-Money Laundering 2017

Financial Fraud Awareness 2017

Customer Service

Management training

Anti-money laundering and

Terrorists financing for

securities Professionals

Product Knowledge

(International Bank of Qatar)

Business English in

communication from Info center

English conversation

SKILLS

Well versed with word, excel,

and PowerPoint

Negotiation and persuade

Dealing with different

temperaments and

personalities

High sense of responsibility

Team Work

Ability to plan, organize and

develop

Communication skills

Leadership

Time organization

EXTRA ACTIVITIES

Actively participated in

educational organizations and

social clubs that are concerned

with childhood in Lebanon

PERSONAL INFO

Linguistic Abilities: English,

French and Arabic

Date of Birth: 06th March, 1978

Nationality: Lebanese

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