Karen Ghaleb

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.