Lina A. AL MOKDAD Beirut, Lebanon Tel: +961-3-241479, +961-1-546789 [email protected] CAREER PROFILE: Skilled and qualified in Customer Service and Public Relations with proven experience resulting in an extraordinarily successful track record in visa and consular services, handling customer complaints, manage budgets and managing personnel. PROFESSIONAL STRENGTH • Competent in written and oral communication skills in two prevalent languages Arabic and English. • Excellent crisis and conflict management skills, able to work effectively under pressure alone or as a member of a team. • Expert in procurement and related skills such as communication, budgeting, problem solving, and attention to details. • Ability to handle all facets of public relations operations. • Worked with a wide range of well known personalities. • Goal oriented and highly motivated. • Ability to think strategically and creatively. • Arabic (Native Speaker); English (Excellent); French (Fair). • Full Knowledge of Computer Applications, Internet, and E-mail. PROFESSIONAL EXPERIENCE Deputy Manager: World Bridge (CSC Consular Services), Visa Application Center (VAC) for the British and Australian Embassy, Achrafieh, Lebanon , January 28, 2008 – February 01, 2012 • Responsible for supporting the management and day to day operation of the VAC. • Ensure that the VAC operation comply with the requirements of the UK Visa contract and satisfy all the expectations of the supported UK and Australian Embassies • Ensure that the VAC operates effectively, providing quality services to all Visa applicants. • Implement the visa application processes to ensure all applications and visa fees are processed accurately and collected in a timely fashion. • Responsible for recruiting, training and managing of all VAC personnel including security staff. • Manage labor, facility and expense budgets as provided by and under the direction of the CSC Operations Manager. • Guarantee that all collected visa fees are reconciled daily, accurately and deposited in the UK and Australian visa bank account. • Perform day-to-day activities including opening and closing of the VAC according to approved security procedures. • Arbitrate and handle customer complaints • Synchronize with the call centers for applicants interview lists • Implement security measures by insuring that the VAC building is properly guarded and secured according to the local security policy • Check all machinery and equipments (video recorder, biometric equipment, and data entry system) are working appropriately • Ensure that all processed visa applications are properly streamed and ready to be shipped • Coordinate and maintain regular communications with both Embassies, super and micro VAC Managers, the CSC Regional Operations Manager and the CSC Operations Management Office. • Attend monthly meetings with the Embassies and CSC Regional Operations Managers to discuss service levels and service credit awards • Manage the VAC budget, coordinate with suppliers and sub-contractors supplying services to the VAC • Conduct customer satisfaction surveys and develop corrective action plans • Attend and support UK visa's auditing visits • Perform corruption and integrity checks on selected applications (if required) • Assess staff performance and provide cross-training to meet VAC work-load • Monitor new immigration rules set by both embassies and ensure that all staff members are well informed. • Conduct Business Continuity Plan (BCP) and Security Awareness tests for all staff members • Handle all facets of public relations operations • Communicate daily with the Ambassador's office for VIP Applicants and other well known personalities. • Develop ad-hoc reports that maybe required by UKBA, DIAC (Australian Embassy), and CSC. Assistant to the Operations Manager: INFOPRO Management – Lebanon Opportunities Magazine, Sanayeh, Lebanon, April 01, 2007 – January 08, 2008 • Handled subscriber's complaints • Followed up with the distribution companies to ensure that the distribution is accomplished • Followed up with printing companies on meeting deadlines for the monthly magazines • Monitored and followed up with freelance researchers on quality customer surveys • Provided administrative support for meetings, seminars and/or workshops • Prepared travel arrangements and hotel reservations in accordance with the organization’s procedures. • Assisted the financial department by ensuring the collection and maintenance of supporting documents in accordance with the organization’s financial rules and procedures • Managed the organization’s monthly petty cash. • Initiated procurement procedures for office supplies, equipment and services, following up on procurement requests, as well as maintaining and updating inventory records of non-expendable equipment in a transparent and cost-effective manner. • Contributed to the smooth running of the office by ensuring the provision and maintenance of services, supplies and equipment. • Developed and managed the organization’s database of contacts in an easily accessible manner. Procurement and Administrative Officer, SADCO Sami Dandan & Co (Pharmaceutical Company), Beer Hassan, Lebanon, December 15, 2004 – February 28, 2007 • Handled all non-merchandising purchases of the company (contracting, technical supplies, printings, office supplies and equipments, services etc …) • Identified new sources and suppliers, and evaluate offers • Conducted the full negotiation process with the suppliers unto the selection phase • Lever all medical and car insurance related to SADCO Assistant General Manager and Local Purchases Coordinator, Premium Partners, Verdun, Lebanon, March 01, 2004 – December 01, 2004 • Provided administrative support for meetings or workshops • Made travel arrangements and hotel reservations in accordance with the organization’s procedures. • Assisted the financial department by ensuring the collection and maintenance of supporting documents in accordance with the organization’s financial rules and procedures • Managed the organization’s monthly petty cash. • Initiated procurement procedures for office supplies, equipment and services, following up on procurement requests, as well as maintaining and updating inventory records of non-expendable equipment in a transparent and cost-effective manner. Customer Service Specialist, ADMIC – MONOPRIX, Jnah, Lebanon, July 23, 2001 – November 26, 2003 EDUCATION Bachelor of Arts in Advertising and Marketing (Faculty of Humanities), Notre Dame University (NDU), Zouk Mosbeh, Lebanon, 2003. International Advertising Association (IAA)- Diploma in Marketing Communications. Notre Dame University, Zouk Mosbeh, Lebanon, 2003. CERTIFICATES AND TRAININGS Completion of Department of Immigration And Citizenship (DIAC), Visa Application Center (VAC) Training. Beirut, Lebanon, May 2011 Level 2 Award in Activity First Aid, By First Aid Awards Ltd., British Embassy, Beirut, April 2011 Certificate of Completion of the UK Visas, Visa Application Center (VAC) Training, Beirut, Lebanon, February 2008 Certificate of Attendance of Quality Customer Service, International Consulting and Training Network (ICTN), Adonis, Lebanon, November 2001 REFERENCES • Mr. Paul Kett (HM Consul, British Embassy Beirut), Beirut – Lebanon, +961-3-345510, [email protected] • Mr. Salome Stambouli (Administrative and Office Manager; Australian Embassy Beirut), Beirut - Lebanon, +961-3-097770, [email protected]
