Experience

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  Standard chartered bank

  Aug 2013 - Oct 2013

  Intern - digital ambassador

  1. Subscribed client in alternative channels (Online Banking, SMS Banking, Estatement-Service 2. Organizing and executing Branches promotional events.3. Communicating with all external stakeholders regarding sponsorships, donations, events, etc.

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  Mahdi enterprise

  Feb 2014 - Oct 2014

  Monitoring and evaluation officer

  1. Coordinated event management programs in collaboration with top organizations by leveraging market research and trend analysis, which led to a $0.1M revenue boost for the organization.2. Developed processes to order supplies from plant-based materials for disposable items using local resources, resulting in an annual saving of $15K under inventory costs.3. Led the successful onboarding of newcomers through a comprehensive training program, ensuring they understood department processes, embraced organizational values, and adhered to our code of conduct. Show less

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  Standard chartered bank

  Nov 2014 - Nov 2022

  1. Led the effective design and implementation of an automated complaint management process in banking operations, achieving a 3-day reduction in client turnaround time and saving over 15K man-hours.2. Strategically led a 'Go Green' initiative, which involved process redesigning, to transition all bank clients to E-statements, resulting in significant annual cost savings of $0.5M and the promotion of a sustainable paperless environment.3. Executed a business transformation project, addressing client pain points through interviews, achieving a 15% reduction in complaints by revamping the courier delivery system with enhanced tracking.4. Implemented proactive measures by introducing alternate banking services, including statement requests and static information updates within the online banking system, resulting in an impressive 15% increase in customer satisfaction.5. Promoted twice for demonstrating exceptional leadership in E-Statement conversions, reducing turnaround times, enhancing service visibility and spearheading digital transformations through global cross-functional collaboration. Show less 1. Addressed and resolved 7% of customer complaints by identifying and rectifying currency precision issues within the core banking system, a result achieved through collaborative efforts with stakeholders from various departments.2. Pioneered the successful implementation of automated SMS alerts, employing meticulous strategic planning and flawless execution, leading to a significant 10% reduction in customer complaints and enhancing overall customer satisfaction.3. Streamlined the online fund transfer process, leveraging process analysis and improvement techniques to resolve customer complaints, resulting in a yearly saving of 6K hours per call center.4. Introduced the culture of incorporating clients’ feedback and expectations as a standard practice in our portal and prioritized high-volume and high-impact complaints, which improved the NPS score by 3%. Show less

  • Senior Analyst, Client Experience Unit

    Mar 2018 - Nov 2022

  • Analyst Complaint Resolution (Client Experience Unit)

    Nov 2014 - Feb 2018
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  Mccormick & company

  Jan 2024 - Mar 2024

  Mba consultant

  Analyzed a 15-million data point database to derive quantitative and actionable insights. Provided recommendations to top executives to address service gaps in the global supply chain team.

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  Constellation

  Mar 2024 - May 2024

  Mba consultant

  - Evaluated market trends, legislation, and growth potential across 24 states, highlighting key markets for community solar expansion.- Assessed federal and state-level incentives, including the Inflation Reduction Act, to identify opportunities for increasing solar adoption.- Suggested strategic actions for integrating community solar into Constellation’s portfolio, contributing to significant emission reductions and energy savings.- Proudly collaborated with a dedicated team, thoroughly enjoying the process and contributing to impactful outcomes for the project. Show less

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  Riggle capital

  May 2024 - Aug 2024

  Business finance intern

  - Collaborate on the Henderson Crossing Project, the Biddle Street Projects, and the Henneman Avenue Project, contributing to the development of Baltimore City.- Craft compelling grant proposals to secure funding for various development initiatives.- Conduct financial analysis, modeling, and strategy development to support decision-making.- Coordinate events for both non-profit and for-profit entities, enhancing community engagement and outreach.