Rania Khoury

Wellness Workshops for Banks and Organizations

• Designed and conducted multiple wellness workshops for various banks and organizations.
• Focused on promoting employee well-being, stress management, and productivity enhancement.
• Customized wellness programs to meet the specific needs of each organization, ensuring practical and impactful learning experiences.
• Received positive feedback for improving workplace wellness and contributing to a healthier work environment.

Manafeth Consulting and Training Company Project 2021
In partnership with the Dutch SPARK organization and supported by the Qatar Fund for Development

• Provided coaching and mentoring to small, medium, and micro companies, as well as home businesses, to confront the repercussions of the COVID-19 pandemic.
• Focused on work sustainability, workforce preservation, and developing new job opportunities.
• Delivered training sessions aimed at ensuring the continuity and growth of businesses during challenging times.

• Develop, implement and control the elite sales action plans to ensure sales achievements and compliance with orange policies and strategic objectives
• To manage all sales & customer service activities for the department to meet qualitative and quantitative objectives set by the company
• Manage and motivate staff to optimize and sustain sales performance, profitability and customer satisfaction
• Plan, monitor, and report sales staff transactions, achievements and performance, according to management requirements.

• Developed Customer Service Policy and Culture across all Channels
• Handled Customer Complaints addressed to the CEO and Top team and solving them according to HSBC Standards
• Generated Monthly/Weekly/Daily MIs on Customer Complaints and Root Causes that led to improved level of Customer Service
• Improved the Workflows and Turnaround time of applications that ensured the best level of Service for the Customers
• Managed the team that Conducted Monthly Quality calls to gauge customer satisfaction level.

• Monitored and Improved the level & quality of Service provided by all branches to reflect a professional image to the bank and Enhance the Customer Experience
• Assured process improvements for all products that promise prompt turnaround time, top service quality, and accurate means of Customer follow-up
• Arranged to Create handouts, toolkits, newsletter for both customers and employees to represent to provide them with information about Standard Chartered Bank’s Products, Services…etc
• Trained and Coached Junior Customer Service Representative on all Customer service related issues
• Handled Customer complaints and ensure achieving high percentage of customer satisfaction
• Prepare a Quarterly Newsletter that includes all the bank’s Services/Products.