Matn District, Mount Lebanon Governorate, Lebanon
As a Senior Executive Assistant at Metin Mitchell & Company, I support the CEO and the senior leadership team in delivering executive search and leadership development solutions to clients across the Middle East and Africa. I have been working in this role for 1.5+ years, applying my analytical skills, business relationship management skills, and customer experience skills to ensure the highest standards of quality and professionalism. I have a passion for excellence, innovation, and continuous improvement, which drives me to seek new opportunities and challenges in my career. I have over 15 years of experience in the banking and insurance industries, where I held various positions such as Sales Manager at Bankers Assurance SAL and Head of Call Center at Bankmed. In these roles, I led and coached teams, managed sales and customer service operations, and implemented strategic initiatives that increased revenue, customer satisfaction, and retention. I have a Bachelor of Science degree in MIS from the Lebanese American University, and multiple certifications and awards in customer service, sales, insurance, and contact center management.
Spearhead all business operations, executive office management and strategic programme delivery for a premier GCC-focused executive search and leadership advisory firm serving Saudi Arabia and the broader Middle East. Directed end-to-end Microsoft 365 migration — encompassing vendor selection, implementation governance, user onboarding and business continuity planning — delivered on schedule with zero service disruption. Lead firm-wide CRM transformation following FileFinder retirement. Oversee IT vendor relationships, software licensing, cybersecurity reviews and procurement; negotiate contracts and drive cost efficiencies across the firm's technology spend. Coordinate board-level meetings, executive search mandates and international travel logistics across GCC markets, including Saudi Arabia, UAE and Kuwait. Designed and implemented governance frameworks, reporting structures and operational controls to support firm scalability and executive-level decision-making.
Built and led a team of 10 insurance consultants, delivering structured coaching, performance management and continuous professional development. Achieved US$140K in personal life insurance sales and attained Million Dollar Round Table (MDRT) membership. Drove approximately US$500K in annual unit sales; cultivated high-net-worth client relationships and attracted significant deposit volumes.
Co-founded and operationalised a boutique restaurant concept, managing business planning, staffing, supplier negotiations and customer experience strategy from inception to opening.
Directed a 35-person multi-functional contact centre division encompassing operations, quality assurance, digital projects and technology workstreams. Elevated customer satisfaction to 96%+, reduced Average Speed of Answer from 10 seconds to 2 seconds (80% improvement) and cut call abandonment rate from 12% to 1.35%. Led high-impact digital banking initiatives: Online Banking Phase I, Interactive Teller Machine (ITM) rollout, Fraud Monitoring platform and IP Telephony infrastructure upgrade. Served as faculty trainer for the Retail Management Development Programme and executive coach in the PwC Highflyers leadership programme. Authored the Contact Centre Operations Handbook, establishing standardised service procedures, quality benchmarks and operational best practices across the division.
Led contact centre build, managing vendor selection, requirements definition, systems configuration, user acceptance testing and change management.