Position: Junior Product Manager
Category: Support
English level: upper
Years of experience: 9

- Created 2 training program and launched conducted training courses at Call Center
- Created inspiring headlines "Gratefulness" from customer's feedbacks about Call Center service
- Became an ambassador of Credit Agricole
- My team members have stayed at the company and received horizontal  and vertical career promotions
- Created non-material motivation events which increased sales and contribute to team-building
- Organized charity and social important team-building events
Learning and Development Specialist at Call Center - Credit Agricole Bank
February 2019 - Current
•	Trained and mentored new personnel hired to fulfill various roles.
•	Developed lesson plans, learning materials instructional materials and practice tests for entry training courses for newbies
•	Created and implemented new training programs such as "Effective communicate", "Work with client's complaints and feedback" and "Sales master", created different workshops about payment system and banking products, assuring continuous training to employees to provide excellent long-term client's service and their increase.
•	Monitored day-to-day activities of company and employees, analyzing client's feedback, noting areas needing improvement and implementing plans for rectification.
•	Implementing onboarding program for newbies

Customer Care Team Leader at Call Center - Credit Agricole Bank
November 2014 - February 2019
•	Managed a team of 6-11 customer service representatives
•	Performed weekly evaluations to determine the effectiveness of the team, identify areas for improvement and had development of professional skills of team-members by coaching method
•	Monitoring team performance and reporting, achieve goals through effective task prioritization and planning skills.
•	Identified issues, analyzed information and created simple guidance for client support with different questions
•	Motivated and supported team-members , provided answers and guidance (24/7), developed and maintained courteous and effective working relationships.
•	Created non-material motivation for increase product sales and quality service in Call Center and team-building events for stuff
•	Conducted interviews, training a new employees and onboarding
•	Participated in different training courses such as: "Conflict management", " Time and tusk management", "Efficient business presentation", "Leadership in the team", "Sales master", "The best practice of client's service" and "Management of different human types"

Customer Service Specialist - Credit Agricole Bank
October 2013 - November 2014
•	Assisted customers with needs such as opening accounts, depositing, crediting, using banking cards and mobile banking
•	Resolved customer problems and complaints by using expert knowledge in different banking products, pay special attention to the details and using creativity and individual approach to different clients through proactive First Call Resolution
•  Seling & upselling products and services.