رانيا رضوان

Customer Service في Management Consultancy

• الإمارات العربية المتحدة
• يناير 2000 إلى يناير 2009

, Organizational Development, and Project Management
Experience (since 2009 till date):
• Practiced different process discovery and analyzing techniques (such as process mapping,
workshops, and brainstorming sessions), in order to detect problems with business cycles, and
suggest solutions to optimize it and clear it from non-value added steps.
• Experienced in handling process re-engineering, restructuring, and process enhancement
projects from its all aspects such as; managing different project stages, creating documentations,
follow up and updating the set action plan, running steering / project board meetings, escalating
issues needs special approvals, etc.…
• Experienced in handing Management and CBE initiatives, creating and analyzing related Gap
Analysis, action plans, Steering Committees, and following up until ensuring the full
implementation on the initiative.
• Consulted and assisted business lines in enhancing their current processes and daily operational
functions.
• Experienced in creating Organizational Charts / Structures and its related job descriptions in a
way that maintain the organization standards in term of hierarchy, job functions, and applied
business model.
• Skilled in creating and updating internal procedures manuals and its related workflow diagrams
especially for complicated cycles in a manner that ensure its efficiency and improvement.
• Experienced in creating other management supporting documents such as, policies, protocols,
and SLAs in order to manage and control workflow between different departments within the
same organization.
• Examples of managed projects:
✓ “Accounts Opening Process Enhancement Project”; the objective of this project is to
ameliorate the Customer Experience while dealing for the first time with the Bank through:
o Technical Enhancements: applying some amendments on the Core Banking System to grant
the customer the needed digital services during the first visit, introducing the Electronic Form
and merge it with the workflow tool, etc.
o Documentation Enhancements: negotiating and coordinating with the regulator to remove /
amend some required documents while opening an account, in addition to introducing some
enhancements on the application form.
o Process Enhancements: removing some non-value added and redundant steps within the
process, in addition to create a clear governance to be followed by all stakeholders in order to
avoid any miscommunication that may increase the returned cases and consequently prolong
the cycle.
Rania Radwan - CV Page 3
✓ “SMEs Documentation Custody Project”; the objective of this project was to ensure safe
keeping and control on the facilities Collateral Documents upon granting the facility through:
o Create a Centralized Process to review and safe keeping of the SMEs facilities collaterals
and documents.
o Develop a straight through and efficient delivery process while ensuring security through
using daily auto mail cycles, sealed packs, and insurance policies.
o Electronic Archiving of all the mentioned documents and collaterals for security and easy
access in case of inquiries.