About the Candidate
Summary of Qualifications
• Enthusiastic, professional individual with more than 10 years of experience in Office
Administration.
• Bachelor’s degree in Advertising and Public Relations.
• Client-oriented and active listener.
• Proven organizational skills with an ability to plan, organize and execute projects
efficiently with strong attention to details.
• Demonstrated ability to multi-task and achieve goals within established deadlines.
• Bilingual in French and English.
Work Experience
Quality Assurance Supervisor – Kyndryl – November 2021 to April 2022
- Created and implemented quality management system policies and procedures, to ensure quality management specifications are met.
- Monitored and evaluated agents calls
- Created and maintained detailed records of all the agents.
- Prepared reports by collecting, analyzing data; provided recommendations for new and
reoccurring quality issues - Led, prepared and presented weekly and monthly QA reports to management.
- Developed training materials and facilitated coaching sessions to address quality gaps.
Call Center Supervisor – Kyndryl – April 2021 to November 2021
- Managed and oversaw a team of 300 call center agents.
- Motivated and supported agents through feedback and communication.
- Answered questions from staff and provided guidance and feedback
- Anticipated escalations and took over calls when needed
- Measured team performance with key metrics.
- Ran regular staff huddles.
- Trained and coached the agents when needed.
Customer Service Representative – Kyndryl – March 2021 to April 2021
- Received inbounds calls from the citizens of British Columbia and performed vaccination
scheduling. - Met quality assurance requirements and key performance metrics.
- Maintained updated knowledge to provide customers with accurate information.
- Resolved and de-escalated calls.
Store Manager – Raffoul SARL – October 2016 to August 2020
- Managed all aspects of store operations, including organization, maintenance and purchasing functions.
- Engaged and interacted with customers to create a positive shopping experience and drive revenue growth.
- Maintained appropriate product levels and inventory controls to facilitate effective ordering and stock rotation.
- Received and effectively displayed incoming product to promote timely sales.
- Boosted revenue by 20% by developing and executing marketing strategies to effectively improve sales.
Marketing Coordinator – Point Out S.A.L – January 2015 to December 2015
- Supported the preparation of marketing campaigns based on clients’ budgets and requirements.
- Maintained positive working relationships with clients and media.
- Advised clients on media channels most suitable for promoting their brands.
- Tracked and reported on marketing campaign responses.
- Collaborated with designers and the editorial team on marketing materials, proofing and approving production and printing drafts of promotional materials.
- Prepared campaigns’ completion proof reports to be delivered to the clients.
- Coordinated and participated in promotional activities and marketing events.
Marketing Coordinator – Centrum S.A.L – January 2009 to January 2015
- Served as the primary point of contact for incoming media calls, including requests for meetings and interviews with company executives and experts.
- Coordinated with third party suppliers to ensure proper and timely execution of marketing campaigns.
- Reviewed and prepared monthly billing.
- Coordinated press releases, editorials and placement of stories in local and regional publications.
- Proofed and approved production and printing drafts of marketing materials.
Education
Bachelor’s Degree in Advertising and Public Relations – 2005 to 2008
Lebanese University – Beirut, LB.
Evaluated by World Education Services (WES), as equivalent to a three-year Canadian
bachelor’s degree.
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