nathalie tannous, Quality Manager

nathalie tannous

Quality Manager

The Net Holding

Location
Lebanon - Beirut
Experience
20 years, 10 months

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Work Experience

Total years of experience :20 years, 10 months

Quality Manager at The Net Holding
  • United Arab Emirates
  • February 2014 to October 2017

 Work with management to implement workforce plans, oversees all work activities within the department, participate in new employee orientations as needed and appropriate
 Ensures that all supervisors and managers are appropriately trained and that they train line workers.
 Provide Quality support in: Compliance with ISO 9001:2015 & ISO 10002:2014 standards.
 Internal Auditor ISO 9001:2008, ISO 9001:2015 & ISO 10002:2014
 Key Performance Indicators & Analysis.
 Risk assessment Analysis (Failure Mode & Effect Analysis)
 Process of following up on Corrective & Preventive actions plans
 Ensure Commercial Managers & Front line Managers use appropriately Quality Improvement tools and techniques “Root Cause analysis methods (Fishbone RCA)
 Writing Work Processes, Policies & Procedures.
 Overseeing direct communication with customers through the “Business Etiquette” process (Customer Service executives phone calls evaluation)
 Training customer service executives on how to talk to clients through business etiquette.
 Claim process:
 Train the customer service employees about customer focus and the importance of customer satisfaction to ensure service excellence
 Hold monthly claim committee meetings with Customer Service/Operations Managers to follow up on their target regarding the KPI of closing claims.
 Call client to ensure satisfaction after claim is closed.
 Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
 Ensuring the database is correct through “Know your customer campaign”.
 Develop Camtrack software with the IT department (CRM Software) to meet the requirements and to ensure its’ user friendliness.

Assistant at University Medical Center
  • October 2010 to December 2013

- Responsibilities:
 Train staff on how to write policies and procedures
 Internal Audit for ISO 9001:2008 & for the Ministry of Health Hospital accreditation
 Ensure compliance with ISO 9001:2008 standards
 Ensure all services are delivered to the highest standards.
 Develop and improve the quality standards and guidelines.
 Handles Customer satisfaction (complaints clients surveys) and non-conformities
 Data Analysis quarterly for the satisfaction surveys. Complaints, non-conformities followed by corrective actions ( RCA)

 Handle all Sponsorship and events planning and implementing
 Collaborate on CRM system
 Attend and organize awareness campaigns, exhibitions and events
 Handle the social media


April till August 2010: Billyco Trading

Marketing and Communications Coordinator at Tamer Holding
  • February 2009 to February 2010

Develop marketing plans for the enhancement of the brand identity: Converse & O’Neil bags, Stabilo Stationery, Pebeo Painting
 Brand audit
 Develop the Fidelity card’s system, maintaining and updating customers’ database.
 Conduct market research such as customers’ questionnaires and focus groups
 Handle all Sponsorship and events planning and implementing
 Manage the production of marketing and POS materials
 Attend and organize Sales promotional campaigns, exhibitions and events
 Write press releases
 Manage the production of marketing materials, including product packaging, leaflets, posters and flyers - this can involve writing and proofreading copy and liaising with designers and printers;
 Visual Merchandiser in malls such as BHV, ABC, TSC, and Spinneys…

Assistant Quality Manager at Khoury Home
  • Lebanon
  • May 2007 to January 2009

Co-Establish the Quality Management System
 Internal Auditor ISO 9001:2008
 Receive customers’ complaints
 Customer satisfaction Survey
 Satisfaction analysis

Faculty at Notre Dame University
  • Lebanon
  • January 2006 to

Humanities, Zouk Mosbeh
BA in Advertising & Marketing
Note: In addition to the required courses of my major “Advertising and Marketing”, I took additional courses in public relation, PR campaigns (press conferences, brochures, flyers, …) And all the PR tools.

My senior project was focused on CRM; the advertising campaign, with market study and visual ads.

Marketing Coordinator
  • to

Plan the Advertising Campaign
 Prepare the marketing plan for the upcoming year
 Media planner, coordinating with the media representatives for the outdoor advertising campaign for September 2010
 Coordinate with graphic design agencies to prepare the Marketing medium (banners, flyers…)
 Customer satisfaction Survey
 Satisfaction analysis

Specialties & Skills

Client Relationship Management CRM
ISO standards
Quality Auditing
Customer Service
Internal Audit
CLOSING
CUSTOMER RELATIONS
CUSTOMER SATISFACTION
DATABASE ADMINISTRATION
ISO 9000
POLICY ANALYSIS
QUALITY
QUALITY CONTROL

Languages

Arabic
Expert
English
Expert
French
Expert