Wadih Bou Khalil Email & Phone Number

Benghazi, Libya

Coordinated the initiation, setup, and customization of an innovative call center and customer service center; running on VocalCom Hermes360, for the biggest private bank in Libya, BCD.Wrote the processes, procedures, job description and duties for the call center-customer service center. Customized the live monitoring system, the calls, the problems and support registration system CCSS to track issues reported, solved, progress, tracking according to industry standards.Trained the call center and customer service team: agents, supervisors and managers; on both technical skills and soft skills.Established an executed a 24 hours, 7 days a week schedule, with 4 daily rotational shifts. Developed all related managerial reporting, analytics, KPIs, and quality control evaluations.Continuous monitoring, services customization, integration, documentation and training; to support all the bank services and products, our partners' Fintech Apps, and the Bank social media publications and interaction.

Head Office, Bauchrieh Tower B115

Manage a team of sixteen Relashionship Managers into financing small and medium enterprises (SMEs) contributing in the growth of this demanding and fast changing segment.Create new financing solutions and financing packages continuously adding to the existing traditional commercial loans and facilities meeting our clients needs and expectationManage, direct and coordinate the operational activities of the department, to meet objectives, productivity and quality goalsDirect Relationship managers in the development, analysis, preparation and execution of the Credit Files.Direct Marketing officers in developing potential portfolios and attracting new businesses.Communicate within and outside the bank with staff/clients securing co-operation and building on-going relationship.Plan, develop and carry out details of procedures and methods to attain definitive objectives, and to improve the operating quality and efficiency of the department.

Lebanon

Manage a team of six Relationship Managers and Develop the Credit portfolio for all Commercial Facilities, Business Loans and Subsidized Loans ranging from $ 100,000 up to $ 3,000,000 covering the Metn, Keserwan and North of Lebanon area.

Lebanon

Manage, direct and coordinate the operational activities of the department, to meet objectives, productivity and quality goals.Direct Relationship managers in the development, analysis, preparation and execution of the Credit Files.Direct Marketing officers in developing potential portfolios and attracting new businesses.Present the Credit Files and Credit Presentations to the appropriate credit committee for approval.Communicate within and outside the bank with staff/clients securing co-operation and building on-going relationship.Plan, develop and carry out details of procedures and methods to attain definitive objectives, and to improve the operating quality and efficiency of the department.

Manage the operational and fiscal activities of the department. Supervise staff in accordance with Bank policies and procedures. Plan and develop systems and procedures to improve the operating quality and efficiency of the department.

Front Office, Client Relationship Management, Middle Office, Financial Analysis, Credit Processing, Disbursement, Renewal of Facilities and Cross Selling.

Coordinated and helped with the installation process of computer hardware.Performed preventive maintenance on installed servers.Recommended, and was able to expand the company activities into networking installation projects.

Ms, International Business And Commerce

Master Of Business Administration - Mba, Business Administration And Management, General, 3.4

Bachelor Of Science - Bs, Computer And Information Sciences, General, 3.2

Post Graduate Degree, Digital Business, 98%

Post Graduate Diploma in Digital Business through Columbia Business School and MIT Management Executive Education program.

Executive Degree, Design Thinking, 100%

Innovation of Products and Services: MIT's Approach to Design Thinking MIT Sloan Executive Education