Non-emergency hotline Supervisor
Lebanese Red Cross
مجموع سنوات الخبرة :22 years, 9 أشهر
- Organize and direct the staff (operators)
- Handle sensitive and escalating calls when needed.
- assess/evaluate Operators work, provide guidance and feedback that maximizes performance
- Identifies and reports any necessary adaptations to the system.
- Provides recommendations related to SOP.
- Ensures all operators are aware of all on-going projects
- Develops recommendations to CCM, as regards to projects / programs
- Evaluates operators performance and provides guidance
With unwavering commitment and dedication, I embarked on my journey as a volunteer with the Lebanese Red Cross Disaster Management sector in 2018. Over the years, I have cultivated an evolving and rich experience that has culminated in my current role as the Local Disaster Manager, entrusted with the responsibility of overseeing our District disaster's response and recovery effort. I have undertaken additional responsibilities such as:
• Head of programs/operations DM, overseeing all interventions within Keserwan district.
• Center administrator
• Focal Person, contingency planning programs (CPP)
- Acknowledge receipt of complaints
- Evaluate, analyze, investigate and follow complaints received via Hotline
- Conduct Root Cause Analysis (RCA) to all identified personal misconduct cases
- Communicate with customers to provide updates and resolutions
- Work to address issues in a timely manner
- Analyze complaint data to identify trends and provide feedback to relevant departments for process improvement
- Address queries of callers while respecting ethical and professional behavior, in accordance with the LRC code of conduct and principles
- Provide accurate information related to LRC projects / programs / announcements
- Ensure and maintain accurate logging of all data related to calls
- Abides by the basis of confidentiality in regards to the information and data collected
In this position I took diverse responsibilities, including ofering strategic guidance, participating in governance and risk management, monitoring financial health, ensuring compliance, and leveraging industry connections. My involvement was essential for balanced governance, fostering long-term success, and upholding ethical standards within the company.
My role involved not only overseeing strategic tasks such as strategy, budget, contracts, and market expansion, finding potential partners, mainly in MENA region, but also emphasizing leadership skills through responsibilities like setting a clear vision, building and developing high-performing team, making critical decisions, fostering innovation, and upholding ethical standards. Efective leadership was pivotal for navigating the company through business challenges and promoting a positive organizational culture.
Managed AZ business in six countries with eight distributors, achieving sales of over USD 40 million, exceeding sales targets by 12.3% in 2008 and closing 2009 with a 44% growth in the private sector and 14% growth compared to 2008. Oversaw business evolution and distributor relationships, ensured the execution of strategic plans, coached sales managers through field visits, managed stock and inventory continuity, and identified sales team capacity-building needs.
Led a Sales Force Efectiveness (SFE) and training team, overseeing deliverables, quality control, customer satisfaction, and issue resolution while maintaining adherence to timelines and quality objectives in collaboration with local support functions for Country Organizations.
Transformed and expanded the operations of AZ in Lebanon, elevating the sales team from 5 to 25 members and boosting sales by 110% to exceed $10 million, positioning AZ Lebanon among the top 10 multinational companies in a challenging market with budget constraints.
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.