• Proven track record in engaging and motivating a high performance service team of 10 employees • Strong operational skills that drive organizational efficiencies and result in improved customer retention and renewal rates • Analytical thinking and problem-solving to improve processes and provide a durable competitive advantage • Communication skills: the capacity to negotiate and influence positive outcomes and the sensitivity to work cross-functionally with individuals at all levels

1. Elias H. El Beam Hamra Street – Haddath - Lebanon
 +961 76 097409
 elias.beam@gmail.com
Single, Male
Professional Experience
2015 -
present
2011 -
2015
Bank of Beirut Social Media Officer
Beirut, Lebanon Digital Media
 Generate, edit publish and share daily content (original text, images, video or HTML) that builds
meaningful connections and encourages community members to take actions.
 Set up and optimize company pages within each platform to increase the visibility of company’s
social content.
 Build & execute social media strategy through competitive research, platform determination,
benchmarking, and messaging and audience identification.
 Continuously improve by capturing & analyzing the appropriate social data/metrics, insights and
best practices, and then acting on the information.
 Handle Social Media incoming inquiries
 Community projects – CSR
 Setting Strategy for the Blog
 Follow up on News Portals and suppliers
 Reporting campaigns over Websites, Mobile Apps & Newsletters
 Accounting and follow up on payments
Bank of Beirut Team Leader
Beirut, Lebanon E-Banking – Contact Center
 Manage and directs the activities of the department’s agents who provide customer support
 Responsible for ensuring resources are utilized efficiently
 Promote customer quality and satisfaction
 Monitor real-time queue & adherence to ensure service level & response time objectives oversea
real-time escalation plans.
 Monitor & document employee performance results. Plan & distribute daily work schedules for
agents.
 Conduct coaching and performance appraisal sessions to identify opportunities and recognize
positive behaviors.
 Identify team and individual training needs and develop plans for immediate and long-term
performance improvements in coordination with training and quality assurance.
 Proactively solve problems & provide timely resolution to ensure minimal impact to customer &
employee satisfaction.
 Conduct performance reviews and team meetings; administer rewards.
 Executing projects related to E-banking (Goldmine, HEAT, B-Smart, Web-Chat…)
 Training for the new hired and the existing employees
2015 -
2016
2006 –
2010
Radio Liban Culture - Creator, Editor & Presenter-
Jounieh, Lebanon
Noor Aviation
Erbil, Iraq
Airport Station Controller
 Delegate and monitor work assignments. Provide timely constructive feedback regarding work
performance, attendance, punctuality and demonstration of the company’s values. Communicate
issues of non-performing employees to management. Ensure On time boarding

2. Academic Background
2000-2006 Lebanese University (Faculty of Information and Documentation) – Lebanon
 BA in Library & Information Science
Relevant Trainings & Certifications
 Set KPIs & Strategies / SWOT Analysis
 Conducting Team meetings
 Conducting performance reviews
 Smart Banking concepts
 Reporting / Execute daily reports
 Handling Complaints
 Social Media Follow up
 Avaya Systems: daily reports and monitoring
 Sales Advantage Course by Dale Carnegie at Bank of Beirut
 Winner of the HR award by Dale Carnegie
 Key principles of Communication at Bank Of Beirut
 Leadership Challenges at Bank of Beirut
 Creating a United Team – Team Building Training at Bank of Beirut
 Secrets to Wowing customers and Service Excellence By TRACE at Bank of Beirut
 Queuing Theory / Real Time Monitoring- Management
 Service Excellence by Dovetail at Bank of Beirut
 Selling the right product to the right customer at Bank of Beirut
 Leadership and Team Work Abilities Training Course at The LRC ( Lebanese Red Cross )
 Planning and Executing Strategies Training Course at The LRC ( Lebanese Red Cross)
 First Aid Basics at the LRC ( Lebanese Red Cross)
Languages & Computer Skills
French
Arabic
English
: TEFAQ
: Mother Tongue
: Spoken Read & Written with high proficiency
Microsoft Office (Word, Excel, PowerPoint, Access); Vision Plus; WEBGUI; AVAYA; CMS; CTM; Goldmine; HEAT;
CRM; Internet Surfing; Hootsuite, SocialBakers, Google Analytics, Social Media Platforms.
General Skills, Interests, & Professional Membership
Leisure Photography, reading, hiking, camping, cinema, music and social services.
Voice Over Arabic Voice Over Talent – Reference available upon request
Meetlebanon Page on Instagram @Meetlebanon with 19k followers; its main goal is to view Lebanon in a positive way