Training Customer Service

Personal Data :

Muna Sameh Khozae, CHRM

Tel:(Jordan) 009***********

Tel: (Qatar)009**********

Objectives Seeking a senior role within dynamic institution where l can provide the leadership to develop services & improve team members. My ideal position will allow me to use my skills and experience as l am interested in a challenging opportunity so as to utilize my communication & courtesy skills effectively

Qualification;

-CHRM (Certified Human Resources Manager) 2015

- HRMD( Human Resources/Personnel Management Diploma), 2007.

-PHR Certificate ( still in process )

-Instructor's Techniques, AACO Jordan Amman 2003

- Bachelor Degree in English Language

Minor Education & Psychology Jordan University, Amman,1987

-General Secondary Certificate.

Professional Experiences

1- Blom Bank, 2015- ( Present) ( Training Manager )

-Annual Training Plan to meet all staff training needs.

- Managing new hired staff performance evaluation report,to assign required training programs

- Managing and administrating the bank training center in the best way to achieve employees’ development.

-Planning all training programs or workshops to grant best results & values.

- Annual Training Budget.

-Financial duties of all training expenses & costs.

- Managing universities students training at the bank sectors.

- Issuing training certificates for all attendees of courses & programs.

2 -Blom Bank, 2008- 2014 ( Head Of Personnel –Jordan Branches )

-Managing all relevant tasks and duties of HR Dept. for Jordan Branches.

-Enhancing personnel Dept. staff knowledge and capabilities.

-Team management of Personnel Department staff along with branches staff and regional management employees.

3 - Blom Bank 17th,Oct,2005 up to 2008 (H. HR &Admin)

Strategic Duties & Responsibilities:

- Defining and executing plans for developing and increasing productivity of the dept.

- Enhancing the technical performance of the dept.

- Conducting regulations, and administrative decisions for achieving plans and suggestions, which comply with the approved polices.

- Complying with the local human recourses strategy with regards to Jordan staff.

Technical Duties & Responsibilities

-Making sure that, organization laws, policies, and procedures are fully adopted by staff.

-Managing implementation of the recruitment and selection policies in the organization to insure adherence to the rules and regulations.

-Managing bank staff transferring and promotion decisions according to the organization system and policies.

-Supervising the implementation of the organization compensation programs or incentive system and benefits such as bonuses, salary reviews, salary surveys

-Supervising incentives and rewards process for all employees.

-Assuring strong Coordination with Head Office HR/Lebanon to ensure work synchronization between regional management Jordan & Head Office abroad.

-Supporting & coordinating with training division in regard to required training programs and processes.

-Managing annual performance appraisals of all employees in cooperation with first line managers.

-Advise and support line management with organizational planning and

-Understanding and identifying business and operational needs and be responsible for working closely with line management.

-Managing recruitment processes: sourcing, interviewing, exit interviews and termination processes.

-Leading and developing team members as required.

-Ensuring good quality of data base integrity for man power members for the whole population of employees in Jordan.

-Managing,developing and enhancing the day-to-day human resources operations within the area of responsibilities as:-

-Health insurance.

-Life insurance.

-Time attendance system (leave entitlement of employees according to labor law.

-Managing all employees loans according to organization's policies.

-Managing job descriptions to all job titles .

Administrative Duties & Responsibilities

-Specifying manpower requirements according to the recruitment and selection system and human resources planning.

-Conducting performance appraisals for subordinates according to scheduled plans and recommending necessary actions in rgd.

-Nominating a deputy to carry out responsibilities of a position in case of absence or whenever needed.

-Managing administrative functions of the supportive functions.

-Supervising the handling of general enquiries as, hotel & travel booking, paperwork for stationary supplies orders and contracts.

-Coordinating with approved services & tools supplier ( orders/invoices

4 - Free lancer in the following subjects :-

- Guidance & Motivation

- Business Etiquette

- Excellence in Business Communication

- Customer Relation Management

- Developing Front Liners English Language

- Dealing with difficult Customers.

- Telephone Skills.

- Listening Skills.

5- Joint Efforts Group for Training & Consultancy (Jordan- Amman, 2003-2005)

Free lancer :

-Customer Service Excellence

-Improving Relationship & Dealing with claims.

-Effective communication skills.

-The Art of Etiquette in communication

-Telephone skills.

-Listening skills.

-Handling difficult customers.

6- Royal Wings/Passengers Services & handling Department (Jordan – Amman, July 2002-Jan 2004

Traffic Officer

-Check in of PAX counter

-Boarding passenger's services

-Load trim sheet controller for Dash-8 A/c (aircraft)

-Luggage & custom services, clearances

-Supervise of meet and assist VIP PAX services

-Customer & immigration assistance

Civil Aviation documentation (flight planning )

7 - Royal Wings/ In-flight & catering services (Jordan-Amman, Oct-July 2001-2002)

In-flight Dep. Officer

-Roster planning

-In-flight office work

-Flights catering orders

-Annual catering stocking

8 - Ministry of Education/Sultanate of Oman (Sultanate of Oman, Batinah, Shinas, aug.1994-Jun 1996)

High School English Language Teacher

-Teaching English language for high school students

-Conducting exams

-Evaluating student's results

- Final examination correcting for Tawjihi .

9 - Ministry of Education/Jordan (Jordan-Amman, July 1987- Aug 1996)

High school English teacher

-Essentially teaching English language for high school.

-Sharing into ministry methodology and teaching training

-Conducting weekly, monthly, and annual exams

-Annual teaching syllabus

-Final exams for Tawjihi

Training Courses & Certificates

Training course/Certificate

Training Center

Date of Issuing

CHRM

UITI( Arab Banking Institute)

30/5/2015

SHRM

Certificate of completion

28/11/2010

Diploma in "Human Resources/Personnel Management"

Cambridge International College. / European Institute for Technology.

Feb.2007-June.2007

Legal Aspects of HR Management

Reference Consultation & Business Development

( 20) HR Hours of training -2008

Ingenia

Leadership & Motivation

22/12/2008

Qualifying Human Resources Specialist in Accordance to Modern Systems

Joint Efforts Group

23-26/4/2006

Workforce Evaluation System in Banks & Financial Organizations

Arab Banks Union – Dr. Pierre Abu Ezeh

10/9/2007-12/9/2007

Balanced Score Cards

Osool Training & Consulting

17-20/11/2007 Dr. Ahmad Buzber

Institute of Banking Studies

Human Recourses Management

13/11-16/11/2006

Preparing Annual Training plan

(Joint Efforts Dr. Anwar Eyadeh

18/9/2005-21/9/2005

Professional skills of instructors

AACO, Jordan-Amman, 21hrs

May 4rth – May 7th

Developing Supervisor's Creative Skills

JEG ( Joint Efforts Group for Consultancy)

2006

Comprehensive Computer Skills Course

Computeach

2006

Customer Service Excellence (Royal Wings)

(Royal Wings, Jordan Marka Airport )

2004

Arabic & English Business Writing

(JEG, Jordan-Amman)

June 13-15,for 12 hrs

2004

Load trim sheet for A/C A320, A310, A340 and D-8:

(Royal Wings,Jordan-Marka Airport

20hrs 2003

D.C.S (Department Control System)

(Royal Wings, Jordan-Marka Airport )

2002

Ram Safety management

(Royal Wings,Jordan-Marka Airport )

2002

High School Teaching Course

R.A.M.S Schools- Jordan Amman

2001

Skills

-Human Resources management skills

-Very good in handling customer's complains.

- Specialized in dealing with human recourses matters and supports.

- High & distinguished communication skills

- Office & document organization.

- Good negotiation & dialogue skills.

- Good in dealing with interior designs.

- Airport Security Procedure & Sitatex

- ICDL

Languages

- Arabic (Mother tongue)

-English, Excellent in speaking, reading, writing and Listening

Contact this candidate