David Youssef

Experience

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  Pro media for Sales and Marketing

  Jul 2014 - Jan 2017

  Social Media Coordinator

  - Leading a team of four people in a new online magazine by creating a media plan for the clients by their desires and have a meeting after brainstorming with the team and delivering some ideas to the clients.- Achieved the annual claimed target (Jan 2016 –Jan 2017) for the Social Media Team.

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  HSBC

  Feb 2019 - Dec 2019

  Working as a Customer Due Diligence Analyst:Top Performer in 2017Role Model for the second quarter in 2018- Performing the due diligence on new clients, requesting the KYC information, documentation, review and verification of received documentation and make an analytical risk assessment for new clients.- Thoroughly and succinctly document the research and analysis related to the financial activity of clients.- Periodically evaluate existing clients according to established policies and procedures.- Periodical review of KYC records as to completeness, including verifying that due diligence has been performed according the standards of France and also that the files and risk assessment are current and up to date.- Investigating high risk clients and reporting where necessary, including Politically Exposed Persons, and obtaining all necessary documentation to complete the client file.- Have a thorough understanding of client’s business and related parties in order to monitor client’s activities for unusual transactions.- Perform further investigation on identified suspicious client and client’s transactions and report to KYC/AML compliance officer.- Understand France’s due diligence regulations, policies and procedures.- Make the screening for high risk clients and Politically Exposed Persons to find out if there are hits to be escalated or discounted. Show less

  • Quality Control Specialist

    Apr 2019 - Dec 2019

  • Business Analyst

    Feb 2017 - Dec 2019

  • Quality Assurance Specialist

    Feb 2019 - Apr 2019
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  Dell Technologies

  Apr 2022 - now

  -Promoted to Subject matter expert in June 21.-Worked on more than a project:1- Joined the CST WIKI team May’21:This Project aim was to migrate all The Customer support documents from a server to another, this was a big challenge to migrate such huge content in a very specific time.My responsibility was to migrate all the documents related to the DELL EMC Products and make sure that all the articles are up to date for the ISO Certificate and despite the pressure, I’ve started to contact the process owner for each product in order to make sure that the article is up to date, the project had been delivered in time , and had been awarded from the managements (James Stevenson and Aya Sobeih) regarding the effort in this project.2-Joined the CST VIC Questions Boomi Flows in May’21 :This project was aiming to simplify the cases that CST create for the technical teams by adding a boomi flows with some questions that the technical team will ask to the customer later on. I was responsible to contact Secure remote services teams \ Secure connect gateway Team in order to know which questions is preferred to be added in the Boomi Flow.3-Joined the Quality Lead program in Sep’21: the quality lead program is a program created by Customer support senior management where the Subject matter expert of each geo receive a list of 10 agents that the SME perform a daily audit on them through the live listening and the case reviews , l in this phase I’ve adopted an approach lead by the idea “coach and not catch” so I started to focus on the assigned agents weakness points , started to contact them by teams or Outlook with their missing points, I believe that the progress can be felt by the team management. Show less -Acting Shift lead for EMEA time zone, assisting Dell team locally and globally with all their inquiries.Joined more than a successful project:A- Creating the DIM-Department instruction manual- for CST team in Dell globally:After the Covid19 invasion into our World, the Working from Home WFH approach has become something that all the major corporates need to make sure of and needs to manage it in a succeful way as it is not an option as much as it is a Fact, so I’ve created the DIM in order to cope better with WFH Approach , the DIM is divided into 4 sectors, each sector is used by the CST during their journey in the department, starting from the training process, passing by the tools that any CST will use during his journey at Dell, and the last part are all the processes that CST is using during his day to day operation in the form of simplified flow charts, It is the easiest way to have all your desired answered as it covers all the questions asked by CST. B-Updating the CST team basic training material.C-Delivering the training to the new hires.D-Scheduling the new hires schedules since day one till they are live on the queue.E-Assisting the new hires with all their setups from the required access till the programs and tools they useF-13- In May’22, I’ve joined the End to End connectivity team to help them with their backlog, I’ve joined the team with 600+ cases on the queue and the most aged case was 74 days overdue, with a tight action plan we completed this backlog in June’22My Plan was to contact around 30 customers on a daily basis to check if further assistance is needed or no, and if the customer replied that he still needs assistance, my role also was to locate the suitable technical resource for him.So on a daily average, the case closure was about 6-8 cases daily and the case assignment was about 5-7 cases daily. Show less

  • Quality Team Lead for Global Inbound support

    Jul 2023 - now

  • Subject Matter Expert

    Jun 2021 - now

  • Customer Support Analyst

    Dec 2020 - now

  • Customer Support Specialist

    Dec 2019 - now

  • Senior Subject Matter Expert

    Apr 2022 - Aug 2023