Lina Hannoun

1. Assist Business Unit Head and SORO in coordinating, driving and directing effective compliance and operational risk management at the Business Unit level.
2. Implement controls within the Business Unit to meet all regulatory and internal requirements.
3. Ensure proper functioning of day-to-day controls, periodic monitoring activities and timely resolution of risk issues

• Create and trouble shoot cal centre campaigns
• Quality control on call centre process's
• Provide call centre IT support
• Interview and make recommendations for open positions
• Recruit call centre agents
• Train new staff on existing projects, call centre software, telephone techniques and customer service skills
• Provide call centre statistical reports
• Quality control on calls
• Quality control on data capturing ( data verification & data analysis)
• Develop evaluation forms
• Achieve team and department goal

• Responsible for running the centre on a day-to-day basis, main focus to increase client retention through the delivery of exceptional standards of customer service.
• Conducts new client tours via walk-ins or pre-booked appointments as allocated by the Area Operations Director. The aim is to build relationships and covert an enquiry into new Regus clients.
• Prepares paperwork and renewal plan for all upcoming renewals.
• Conducts renewal negotiations with existing clients within the centre if requested by the Area Operations Director.
• Conducts new client orientations with the aim to build relationships and increase the potential customer service revenue.
• Provides a resource in assisting clients within the centre including: administrative support, showing a client to a meeting room, preparing their new office for move-in, trouble shooting
• Basic technical issues, programming a telephone or moving furniture to accommodate their office needs.
• Highly visible and ready to assist clients as and when needs arise with a flexible and helpful approach.
• Provides a resource for clients seeking information, assistance or recommendations; thorough understanding of all key services, products and amenities are critical in the ability to
• Deliver service in an exceptional and timely manner.
• Demonstrates a true passion for customer service by proactively seeking ways to surprise and delight our clients, always going above and beyond.
• Serves as the first line of escalation for client concerns.
• Ensuring front of house, housekeeping, health & safety, visual and Brand Company standards are delivered and maintained representative of a 5-star business.
• Conducts meetings to brief the team on daily workflow, prioritizing and delegating to ensure the team meets deadlines and customer needs.
• Manages, motivates and develops the centre team.
• Serves as backup for all centre positions as and when required.

• A team player, acknowledged as “Total Quality Customer Service Professional.”
• Ability to train, motivates, and supervises customer service employees.
• Problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
• Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction.
• Provide employees with tools to maintain and increase service levels to both internal and external customers.
• Gather, analyze, and report daily/weekly/monthly Calls and agent performance statics.
• Work closely with other departments to promote sales contests, clarify information, and distribute reports.
• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.