Customer Service Manager

Joe ABBOUD

* – *** – **** Playfair Drive, Ottawa, ON, Canada, K1H 8J6 2 - Maronite Bldgs., Block 2, 1st Flr., Tilal Ain Saadeh, Lebanon

Phone: 1-613-***-**** Phone: +961-**-***-***

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

Languages : English, French and Arabic

Objectives

Looking to apply my education and training knowledge and work experience in a challenging position with opportunity for growth, and to continue making a significant contribution within leading a team or consultancy role on a permanent management position.

Education, Training and Certifications

Diploma of Advanced Technical Studies, Business Computing, Institute of Tourism, Lebanon 10/1993 – 06/1996

Baccalaureat 2, Experimental Sciences, Dekwaneh Official High School, Lebanon

10/1990 – 06/1993

MCP (Microsoft Certified Professional)

MCSA (Microsoft Certified Systems Administrator)

MCSE (Microsoft Certified Systems Engineer)

UNIX Courses, at FormaTech (Computer Training Center)

A+ certification at FormaTech

Stock Market Trading Course at E-Money Power

Microsoft Licensing : FPP, OEM, OLP, OV, Select, Academic, School & EA (Microsoft Training)

Windows Server 2008 (SBS & EBS) - (Microsoft Training)

Microsoft Forefront Security - (Microsoft Event)

The Security Landscape - (Microsoft Training)

Seminar : Selling Is Not Telling, Management By Objective (Dr. Tony Gibeily - USJ Dean)

SQL Server 2007, Exchange Server 2007, ISA, Citrix, Office Communicator, CRM Solution, ERP Solution, BI Solution, Sharepoint 2007, Symantec, MCAFEE, Forefront, DPM, Microsoft

Dynamics, SCCM, SCOM, GFI, SAP, CA, BO, HR Software, CID Software, Crystal Reports,

Great Plains.

Business Intelligence Solution : OLAP, Data Mining, Artificial Intelligence, Predictive Modeling,

Forecasting. Business Performance Management, Optimization,

Adaptability, Decision Trees & Tables, Artificial Neural Networks,

Fuzzy Logic Systems…

(Softflow Training)

Work Experience

Solution Advisor - Account Manager - IT Consultant

Softflow, Beirut, Lebanon 01/2009 – 12/2009

Anzima, Beirut, Lebanon 01/2010 – 06/2010

Microsoft gold partner (Large Account re-seller in Lebanon & Middle East)

CA products, Microsoft Licenses, Products & Solutions

Microsoft Licensing : FPP, OEM, OLP, OV, Select, Academic, School & EA (Microsoft Training)

Windows Server 2008 (SBS & EBS) - (Microsoft Training)

SQL Server 2007, Exchange Server 2007, ISA, Citrix, Office Communicator (VOIP), CRM Solution, ERP Solution, BI Solution, Sharepoint 2007, Symantec Antivirus, Symantec Backup Exec & Disaster Recovery, MCAFEE Antivirus, Forefront Antivirus, DPM, Microsoft Dynamics, SCCM, SCOM, GFI, SAP, CA, BO, HR Software, CID Software, Crystal Reports, Great Plains.

- Business Analyst

- MIS (Management Information System)

- Quality Control & Quality Assurance

- MBO (Management By Objectives)

Development Solutions:

- Strategy & Policy Formulation;,

- Diagnosis, & Analysis,

- Technical Assistance,

- Capacity Building,

- Institutional Development,

- Curriculum Development,

- Project Development,

- Project Management,

- Project Implementation,

- Monitoring & Evaluation.

Managerial Solutions:

- Strategy Formulation,

- Process & Risk Management,

- Talent Management,

- Organization & Restructuring,

- Marketing & Branding Policies,

- Sales & cross selling policies,

- Customer Service Practices,

- Management Information Systems,

- Financial & Investment Advisory,

- Corporate Social Responsibility.

- Event Organization & Management

Researches & Studies:

- Market Studies,

- Market Surveys,

- Labour Market Surveys,

- Feasibility Studies,

- Strategic Business Plans,

- IPO Preparation,

- Inward Investment,

- Mergers & Acquisitions,

- Business Intelligence,

- Export promotion

Business Intelligence Solutions

- Calls on prospective clients to explain types of services provided by the company such as application development, solution implementation and migration, information technology and business consultancy, licensing agreements.

- Analyzes client's workflows in order to provide the most appropriate solution in response to any problem or to improve the accomplishment of the required tasks.

- Consults development systems analyst and computer infrastructure systems analyst to secure information concerning methodology for solving usual and unusual problems.

- Quotes prices for services outlined in prospectus.

- Revises or expands prospectus to meet client's needs.

- Issues work orders and schedules initiation of services.

- Periodically confers with clients and colleagues to verify satisfaction with service or to resolve complaints.

Sales Associate, Sears on behalf of a Telecom Company “Fido”, Saint Laurent, Quebec, Canada

08/11/2008 – 22/12/2008

Call Center

Customer Service

Sales

Telesales

Different Campaigns

Team work

Training New Personnel

Implementing

New Strategies

Marketing & Sales Manager, Amerese International Trading LLC, Beirut, Lebanon 01 /2005 – 06 /2008

With offices in the USA, Afghanistan, UAE and for in Lebanon for the Middle East

Products include: Security & IT Products, applications & solutions (Metal detectors, Explosive detectors, Chemical explosive detectors, scanners, surveillance Cameras, Hidden cameras, transmitters, Jammers, recorders, armoured Vehicles, Ballistic vests, Helmets, Binoculars & Night Vision…)

Manager of a retail shop : Casual wear, Boots, Uniforms and Boots for Military and Police, plus all the

Security products.

Tasks:

Sales Trainer.

Meeting with security companies, United Nations, Lebanese Military, Police and customs

Supervising the website operations and advertising.

Weekly, Monthly and yearly work status reporting.

Very good experience with IT solutions, Pre-sales and sales.

Presentations.

Manpower Manager.

Leading six employees.

Customer service.

Team Leader and team work.

First Principal Inspector, General Directorate of General Security, Lebanese Government 06/1994 – 09/2007

Duties in Chronological Order:

Training Courses.

Data Entry Operator at the Office of Mechanization Matters.

Database Administrator at the Office of Mechanization Matters: Full access to and control of data records.

Programming in INFORMIX – I4GL on UNIX platform.

IT & HR Branch Supervisor for the Directorate of Private Categories (Judicial and Criminal Records, Palestinian Refugees affairs, and Lebanese Citizenships Records).

Transfer from INFORMIX - I4GL to ORACLE.

IT Solution Manager.

Project Manager.

Analysis.

Methodology.

Quality Manager.

Preparing Strategic Plans & Negotiations.

Visa and immigration officer at Lebanese Airport and Metn Regional Center.

Presentations.

Call Center Team Leader.

Customer service.

Team Leader and team work.

Warehouse Manager.

Tasks:

Meetings with the heads of the departments to resolve problems and enhance work performance.

Meetings with representatives of the Directorate of Palestinian Refugees and the United Nations Relief and Works Agency (UNRWA), to compare, match and exchange data to prevent document falsification.

Submittal of studies and analyses concerning data applications and potential contributions to the mechanization of the General Directorate of General Security's different branches.

Supervising up to 350 employees.

Training up to 1,500 employees.

Preparing strategic plans & Negotiations.

New recruits testing and training.

Monthly and yearly work status reporting.

Issuing Visas.

Presentations.

Call Center Team Leader.

Customer service.

Team Leader and team work.

Warehouse Manager.

Night Manager and Night Auditor, Savoy Suites (Furnished Apartments), Beirut – Lebanon 07/1997 – 07/1998

Tasks:

Night Management and Night Auditing.

Daily, Weekly, Monthly and yearly work status reporting.

Nightly checkups of the day's activities including check-ins, check-outs, payments, and account balances.

Accounting.

Supervising four employees.

Guests Service.

Team Leader and team work.

Skills

- Excellent computer skills in Windows, Linux and UNIX environments:

MS WINDOWS (all versions)

MS Office (Word, Excel, PowerPoint, Outlook)

Corel Draw

Adobe Photoshop

Internet

INFORMIX-I4GL

Networking and Router configuration, troubleshooting and repair

Computer hardware and software troubleshooting and repair

- Team player

- Excellent customer service for various types of customers

- Ability to work under pressure in various shifts, organize and coordinate work

- Excellent interpersonal skills

Activities

Fashion, Music, reading, sports, new technologies

References

References and supporting documents will be provided upon request

Contact this candidate