Quality Manager
The Net Holding
Total des années d'expérience :9 years, 10 Mois
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.
- 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
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…
Co-Establish the Quality Management System
Internal Auditor ISO 9001:2008
Receive customers’ complaints
Customer satisfaction Survey
Satisfaction analysis
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.
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