Younes Benotman

Al-Reyada Energy Seminar Qatar University / Total
Big Data, Data Science and Biostatistics Qatar University
Bancassurance products (Investment) MetLife /Mashreq Bank
Selling Techniques Barwa Bank / ETS
Selling Financial Services Barwa Bank / ACT
Customer Focus // Strategic Thinking // Negotiating for Results Harvard Manage Mentor
CRM // Anti-Money Laundry and Combating Terrorist Financing Mashreq Bank
Fraud Awareness Program // Information Security Awareness Mashreq Bank
Cohen Brown Training (customer service) // Audit and Compliance Program Mashreq Bank

Rewards and recognition
•Best employee in 2016 and second runner up in 2015.
•Significantly Above Target as annual appraisal for 2009.

Lead,
•Managing daily operation, floor scheduling and roster to meet SLA, quality and productivity targets,
•Team Management including HR tasks: staff hiring, appraisal, leaves planning,
•Call monitoring, coaching and responsibility to deliver excellent customer experience,
•Part of the project team that develop and implement IVR tree,
•Preparing Quality and audit report to make necessary recommendations to improve the standards,
•Supporting Management, compiling reports and leading projects,
•Communication and being a focal point of dissemination of information between management and staffs,
•Resolving open complaint and making necessary follow ups with concerned department,
•Training, development and responsibility for new agent’s certifications,

selling Loans, Cards and Investments to existing and new customers,
•Filing and document management tasks,
•Listing all objections being faced and update manager during team huddles,
•Undertaking any other duties assigned by management as per business requirements,
•Adhere to the acceptable audit and controls frame work of ethical sales and services,
•Providing financial services to Bank’s customers in a satisfactory way that exceeds customers’ expectations
•Being an active team player in meeting the targets assigned by management.

corporate sales activities: agents’ performance on daily and monthly basis,
•Scheduling and coordinating meetings and visits to clients and suppliers as per business requirement,
•Preparing bills and drafting bids as per required criteria,
•Training and motivating new sales officers,
•Filing and document management tasks,
•Opening and developing new markets and corporate business agreements,
•Recommendations for product development based on customer feedback.