Business Improvement ServicesGeneral Manager
Jan. 1998 - Jan. 2015Beirut-LebanonNada was responsible for:
►HR Restructuring, Climate Survey and Customer Service Survey and Recruitment
►Human resources Optimization for Banks
►Performing several missions in different sectors including, among others, retail, hospitality, bank and telecom businesses. ►Designing several business plans covering company strategy, marketing orientations and financial aspects.
►Performing market studies defining market needs as well as company strategies, marketing strategies, and operational marketing.
►Managing people in order to create team building and motivation.
►Performing human resources assessment. In all missions, customer service and continuous improvement were our main targets and concerns. Companies service monitoring was implemented to evaluate the quality of the service provided by the company and its clients satisfaction rate in order to rectify discrepancies and take proactive actions. Mystery client operations were launched based on international customer service standards and in phase with companies cultures. Also, procedures handbooks were created and related procedures implemented. Launched an intensive training program for account executives, in cooperation with a US University, managing the implementation, agreements, devising the courses, assessing and selecting the trainers, and rehearsing and fine-tuning the material Launch. It was the first in the middle east.