Ibrahim Al-Jurdy, CISCP

Call Center Manager at Lebanese Red Cross
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Contact Information
us****@****om
(386) 825-5501
Location
LB
Languages
  • English Native or bilingual proficiency
  • Arabic Native or bilingual proficiency

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Bio

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Credentials

  • Lebanese Financial Regulations
    Central Bank of Lebanon
    Nov, 2016
    - Nov, 2024

Experience

  • Lebanese Red Cross
    • Lebanon
    • Hospitals and Health Care
    • 400 - 500 Employee
    • Call Center Manager
      • Aug 2020 - Present

      • Build up the call center schedule.• Assign Supervisors in coordination with the Chief of Staff.• Recruit call center staff in coordination with the Chief of Staff.• Follow up on trainings needed for the call center human resources.• Building on call center capacity. • Support the Supervisors and supply them with all needed information.• Ensure that the work quality standards are met.• Ensure that the Call Center Supervisor (CCS) is working according to the plan set and implementing the Call Center internal Regulations.• Make sure that the queries of callers to the DMS hotline are handled while respecting ethical and professional behavior in accordance with the Lebanese Red Cross code of conduct, 7 principles, and CHS standards.• Follow-up with Disaster Management Sector programs/projects in order to develop up to date program/project information sheets.• Ensure and maintain accurate recording of all the data related to the calls in the CRM System.• Identify and report any necessary adaptations of the CRM software to the Chief of Staff.• Provide recommendations related to the CFM Standards Operating Procedures to the Chief of Staff as needed.• Follow up, get information and Conduct required analysis, when needed, on any operator – caller issue.• Report the monthly per diems of the call center to the Chief of Staff.• Receive the CCS reports and solve reported issues.

    • Call Center Manager
      • Aug 2020 - Present

  • The Doctrinal Council of the Unitarian Druze Community
    • Beirut, Lebanon
    • Office Manager
      • May 2019 - Aug 2021

      • Managing Data. • Reviewing aid reports. • Following up with external parties and ongoing projects. • Handling Financial reports. • Managing Data. • Reviewing aid reports. • Following up with external parties and ongoing projects. • Handling Financial reports.

  • BBAC Bank
    • Banking
    • 300 - 400 Employee
    • Head of other bank information section in Market Intelligance
      • Jul 2015 - May 2018

      - investigation new opening account applicants - investigating new loan applicants - follow up employees in the section - investigation new opening account applicants - investigating new loan applicants - follow up employees in the section

  • Quality Aluminum
    • Bchamoun, Lebanon
    • Executive Manager
      • Apr 2014 - Mar 2015

      • Coordinating with suppliers. • Performing client assessment. • Allocating funds. • Book keeping. • Studying projects. • Coordinating with suppliers. • Performing client assessment. • Allocating funds. • Book keeping. • Studying projects.

  • SABIS®
    • Lebanon
    • Education Management
    • 700 & Above Employee
    • Support, data entry, Classes Schedules building, and Archiving
      • May 2011 - Apr 2014

    • IT Operator
      • May 2011 - Apr 2014

Education

  • Notre Dame University - Louaise
    BA, International Business Management
    2008 - 2013
  • IPSCMI
    Logistics, Materials, and Supply Chain Management
    2022 - 2022
  • ESA BUSINESS SCHOOL
    Lebanese Financial Regulations, Banking, Corporate, Finance, and Securities Law
    2016 - 2016
  • Bshamoun Official Secondary School
    High School, Economics and Sociology
    2003 - 2006

Community

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