• Building the eChannels department. • Create the department structure, procedures, recruitment, job description and training. • Chose the systems, analyze, put the requirements and test the systems. • Support the sales team to acquire new business for outsourcing channels. • Prepare a cost and benefit study prior proposals. • Develop and implement a business plan and budget to ensure goals are met. • Develop the eChannels strategy. • Prepare the yearly budget and the following year financial forecast. • Coordinate with all departments to insure proper communication and benefit from all electronic services. • Reports to Vice Chairman.

• Built the E-Banking department from zero. • Created the department structure, procedures, recruitment, job description and training. • Chose the systems, analyzed, put the requirements and tested the systems. • Develop and implement a business plan and budget to ensure goals are met. • Meet audit requirement. • Commitment to the achievement of the task. • Prepare the yearly budget and the following year financial forecast. • Direct efforts toward quality documentation, including providing procedures, training, and resources for transcription team members. • Establish criteria for quality reviews. • Establish policies and procedures that contribute to the efficiency of the department. • Review the report related to the department products and services to insure the proper monitoring and fallow-up. • Using preferred standard quality scoring criteria, calculate and score reports consistently and fairly, weighing the service and staff skill levels. • Recognize, interpret, and evaluate inconsistencies, discrepancies, and inaccuracies, and appropriately clarify and/or report them as required. • Be responsible for the internal daily operations. • Responsible for personnel functions including recruiting, interviewing, hiring, and training for all positions in the department. • Implement and update internal personnel policies. • Meet with vendors regularly to insure goals and expectations are properly met. • Coordinate with all departments to insure proper communication and benefit from all electronic services. • Reports to Retail General Manager.

• Helped in building and testing "IVR" Tele-Banking and Call Center call flow from day one. • Recorded the IVR wave files. • Helped in testing Internet Banking during the implementation phase. • Helped in testing SMS banking during the implementation phase. • Quality check, monitor and evaluate the call center agents to insure Meeting and exceeding the set service levels. • Worked at various out of branch Expeditions, to promote bank products. • Trained new agents on call handling skills and product knowledge. • Gave lectures to new bank recruits as part of introduction to banking courses. • Developed new Tele-Sales skills training courses that turned the Call Center from information to profit center. • Trained well at branches on various bank systems. • Prepare the Call Center statistics and all agents’ reports. • Reply client’s queries through phone, email and online live chat on the bank’s web site.

• Implemented new training courses for managers. • While supervising two locations at Metro town, I won the Year-end budget competition for the first time in that branch’s history. • Implemented new customer service courses for employees. • Monitored weekly, daily and yearly inventory for each store. • Topped yearly budgeted profit by additional 85 %. • Developed excellence in sales and customer service, achieved (Professional Leather Care Diploma) from TANA Inc. Canada