Summary of Qualifications:

• Highly self motivated with ability to adapt quickly to change and absorb new materials.
• Superior knowledge in cash management
• Outstanding customer service skills
• Years of experience in bank operations
• Works well independently and in a team environment
• Complex project experience
• Proficient with MS Word, PowerPoint & Excel
• Excellent oral and written communication skills
• Fluent in English and Arabic, written and oral

Education
Central Piedmont Community College Charlotte, NC
Major: Hotel and Tourism Management. Associate Degree 1995 3.87 Grade

Work experience

Bank of America, April 2007- Present
Change Consultant- Assistant Vice President
Work as a Subject Matter Expert of Treasury Products in an effort to re-design the Implementation of treasury products. Manages several projects utilizing Six Sigma tools and Design Thinking concepts.


Bank of America, September 2004- April 2007
GCS- Real Estate Implementation Team - Assistant Manager- Assistant Vice President
• Assists site manager with daily oversight and management of work processes and activities over a team of 15-26 implementation advisors.
• Interviews and recommend the most qualified candidates for implementation positions. Handles orientation for new hires, creates training materials, facilitates training of products, systems and continues supervision of new team members.
• Encourages associates to participate in training program and volunteer as mentors for new implementation advisors.
• Prepares and conducts monthly one on one and quarterly reviews for 13 associates. Works on metrics reports, audits and ensures adherence of INFINITY governance plan for implementation team. Facilitates huddles, meetings and participates on conference calls on behalf of site manager.
• Manages clients and business partners’ escalations and concerns. Works with GCS partners to help identify client needs and feedback in an effort to determine development needs within service areas and implementation.
• Applies leadership model in daily coaching of implementation advisors, and relationship with business partners and clients. Listens and encourages associates to think, develop and present best practices
• Demonstrates positive attitude and develops productive structure to better provide client delight.
• Manages large corporate portfolio of clients. Trains and delegates treasury requests to appropriate implementation advisors. Assists in restructuring of sale's and client's portfolios, and develops implementation advisors to be qualified for new assignments, projects and challenges.
• Acts as a project manager for large implementations for clients and sales partners.
• Works well under stress, deadlines and conflicts. Able to set priorities and solve issues.

Bank of America, February 2000- September 2004
GCS- Real Estate Implementation Team- Senior lead Implementation Consultant- Assistant Vice President
• Supported and managed multiple high growth real estate clients. Implemented wide range of Bank of America treasury products from the simple to the complex, and streamlined the client’s workflow. Consistence within Bank of America Service Level Agreement (SLA) for processing products, adherence of INFINITY governance, and audits.
• Maintain follow-ups with clients to insure satisfaction of treasury products and services provided. Handled client’s escalations and issues, most reliable and resourceful within the team. Provided complex implementations to clients along with streamline processes to present better and delightful banking experience for clients.
• Pointed leadership by site manger to handle the implementation team, GCS business partners and clients escalations. Responsible for day-today issues for 22 implementation advisors. Managed and monitored personnel and business associate’s issues and concerns. Extracted and developed internal management reports.
• Developed training materials for treasury products and new hires. Facilitated orientation for new hires and act as mentor to develop implementation advisors by coaching and giving direction of new team members into their new implementation role.

Bank of America, Oct 1998 – Feb 2000
Real Estate Treasury Services-Customer Service Representative- Officer
• Provided account management and client servicing for assigned corporate accounts, which include highest revenue clients with specialized product servicing needs.
• Ensured quality migration of California clients into the Charlotte Real Estate Servicing Site during and after the merging of NationsBank with Bank of America. Was assigned legacy Bank of America clients and consistently provided excellent service in an effort to exceed their expectations.
• Researched, analyzed, and resolved wide range of treasury cash management and/or depository products of varying complexity, some of which have global international requirements.
• Trained new customer service representatives and helped coach and mentor the new members into their new role.

PROFESSIONAL EXPERIENCE
-Working on obtaining Six Sigma Greenbelt Certification with Bank of America
Project History:
-Project Management Training
-Managed FEMA Implementation Process Improvement 2005-2006
-Managed Complex Implementation for Real Estate clients 2004-2006
-Managed a “Just Do It Project” titled Implementation Optimization2004
-Played as consultant in Green Belt Project, BA Direct Client Training 2003
-Participated in “Tracking Significant Impacts Errors” 2002
Inclusion:
2003- Highly active member of the Diversity/Inclusion committee.
2003- Associate Survey Development Committees within GCIB.
2004- Member of the GCIB Implementation Rewards and Recognition Committee.
Awards:
-Min of 20 Rewards and Recognition awards for teamwork and leadership.
-Consistently recognized with CELA/SPRIIT awards.
-Awarded outstanding performance in customer service in 2000.
-Employee of the quarter 2000 and recognized for E4 Client Support Achievement in 2001.


Note: US Citizen and resign in the USA.