Hussein Choukry

Hussein Choukry

Business

LaSalle College | Montréal

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Interest

Business, Hotel Management, Information Technology

Biography

• Fully bilingual with 17 Years experience in several industry ( Hotel Management, Banking Telecommunication , Insurance, Finance) in different roles ( Entry, Advanced None managerial and Management) in different departments ( Customer Service and Sales, Quality Control, Project Management Project implementation and test, Project Management, Process Development, Claims Settlement, Fraud investigation, Escalation, Retirement and Saving products, Call Center, Travel Agency, Investigations, Coordination, Analyst, Banking, Business analyst, KPI, Risk Management), Contact Center / Call Center Management • Education: Project Management Diploma/Certificate. Bachelor Degree in Management of Hotels and working toward my Management Certificate. • Project Management skills: Scheduling, Risk Management, Human Resources, Communication, Integration, scope, cost, time management, time management, Quality and Monitoring Management, Procurement Management, planning, executing, closing, Agile and stakeholders • MS Project, MS Visio, MS Office ( Word, Excel, and PowerPoint) , Internet, MS Outlook, 400 MS, CRM, Tickets, PeopleSoft, SalesForce, SAP, Oracle, JIRA, MS SharePoint • Member of Project Management Institute-PMI USA and Member of Project Management Institute Montreal, Quebec / QUEBEC ASSOCIATION OF PROFESSIONALS IN PROJECT MANAGEMENT , • working toward my Certification Associate in Project Management (CAPM/PMP) Certification from PMI • Personality skills: Team Player, work under pressure, fast paste, organized, result orientated, creative and think outside the box, pay attention to details, Multitasks, work with minimum supervision, ability to work independently, loyal, involved, coordination, leadership, proactive, excellent communication

No project has been created yet

Skills

• Fully bilingual with 17 Years experience in several industry ( Hotel Management, Banking Telecommunication , Insurance, Finance) in different roles ( Entry, Advanced None managerial and Management) in different departments ( Customer Service and Sales, Quality Control, Project Management Project implementation and test, Project Management, Process Development, Claims Settlement, Fraud investigation, Escalation, Retirement and Saving products, Call Center, Travel Agency, Investigations, Coordination, Analyst, Banking, Business analyst, KPI, Risk Management), Contact Center / Call Center Management

• Education: Project Management Diploma/Certificate. Bachelor Degree in Management of Hotels and working toward my Management Certificate.

• Project Management skills: Scheduling, Risk Management, Human Resources, Communication, Integration, scope, cost, time management, time management, Quality and Monitoring Management, Procurement Management, planning, executing, closing, Agile and stakeholders

• MS Project, MS Visio, MS Office ( Word, Excel, and PowerPoint) , Internet, MS Outlook, 400 MS, CRM, Tickets, PeopleSoft, SalesForce, SAP, Oracle, JIRA, MS SharePoint

• Member of Project Management Institute-PMI USA and Member of Project Management Institute Montreal, Quebec / QUEBEC ASSOCIATION OF PROFESSIONALS IN PROJECT MANAGEMENT ,

• working toward my Certification Associate in Project Management (CAPM/PMP) Certification from PMI

Experiences

BMO Bank of Montreal Nov 2015- Nov 2016

Junior Project Manager, PCO, Project Coordinator, Project Implementation (Project Management Contract)

Main Duties and task Summary: Manage Short term Projects from Initiation to Closing, PCO Project controller, Process Development and Projects Coordinate ( IT and non IT Projects) , Analyze Call Centers/Customer Service Process/Application tools IT and work toward process development (North America Call Centers). Pre-delivery Project testing, Agile Project, Monitor and Quality Control, Communicate with first line Managements when needed, Communication, Provide Executive/Senior Management with potential development Reports, Risk analyze and report/escalate issues. Assist Project Management team national PMP, KPI Analyst, Coordination with internal and external clients, follow-up on deliverables, projects scheduling, Manage Projects Reports, Analyse Earned value, Project baseline creation/analyse, Business analyst, Risk Management, Synchronize project tasks, update MS Project

Industrial Alliance Financial Group Jan 2015- Oct 2015

Group Benefits Medical and Dental Customer Service Coordinator - Management role (Contract Position)

Main Duties and Task Summary: Manage several Group insurance companies medical claims, Coordinate with internal and external clients to meet company standards, investigate and claims, manage my client's portfolios escalation and complaints, process development comities and project implementation.



Spring Travel Agency Mar 2012- Dec 2014

Senior Customer Relation (Management role)
Main Duties and Task Summary: Manager Group booking and reservation, Manage Tour Operator Contract, Data Analyst, Manage Clients complaints, coordinate between Travel Agency and Tour Operators, Manage Process Development within the company to meet revenue target and client satisfaction and Financial Transaction control, Business Analyse, Coaching, Training, Process development, business development.



STANDARD LIFE, Montreal, QC Oct 2010- Feb 2012

Group Benefits Saving and Retirement Member Services Coordinator - Management Role (Contract):

Main Duties and Task Summary: Manage several companies account for the Group Benefits for Retirement and Saving (RRSP, TSFA, RSP, RIFF, Saving account, Banking) Manage with other internal clients Money transfer, Manage red flag accounts, Manager Process Development for accounts to meet high revenue and retention, Manage complaints for those account, implement new process to meet client satisfaction, Manage withdraws, deposits and Transfers, coordinate with external clients and internal clients, Project pre-delivery tests, and implementation


BELL CANADA- Montreal, QC Feb 2007 – Oct 2010

3. Customer service Escalation and Help Desk - VP Office Team: 2010 - Oct 2010

Main Duties and Task Summary: (ON & QC TV, Telephone and Internet lines of Business) Manage last final stage of complaints (clients / Government / CRTC/ other Parties), Manage escalations report for VP Office with recommendations, Coaching (Agents/Team Manager/ internal clients), Training, make sure that company quality standard, and implement new process and Projects when needed, coordinate with internal clients and external clients
2. 310- Outbound Project ON& QC (Greenfield Project Management Associate) 2008 – 2010

Main Duties and Task Summary: Manage Project testing (Pre-delivery) for Process, Project Coordination, Tools Application, development new process which meets quality standards of company, train agents of process, coordinate with all Stakeholder, handle complaint of clients, find permanent solution with meet company standard with high quality, Less cost and high customer satisfaction, Monitor and control tasks, quality control, coordination, KPI Analyse, Business analyst, IT Tools and application analyse, communication between internal and external clients

1. Client representative – Consumer Market (call Center) FEB 2007 - 2008

Main Duties and Task Summary: handle incoming calls for ON and QC (Billing, Sales, cross sales Retention, Complaints)

CBI Telecom, Dorval, QC Jan 2005- Nov 2006

Customer Service & Sales Supervisor (Management role)

Main Duties and Task Summary: Manage Sales support (after sales Support), Train agents, Manager red flag accounts, process development, implement projects when needed, Project initiation, Management

Lykia World Hotels, Resorts, and Clubs 1999-2005
(Deluxe Properties), Fethiye, Turkey 700 Rooms

Guest Service Manager:

Main Duties and Task Summary: Manage Customer Service and Customer Relation within the 3 avenues ( Resort / Hotel/Club) with external and internal clients, Hire, train, Manage Pre-Opening Projects, Process Developments, Budgeting, forecast, Manage Tour Operator relation and Clients provider for our establishment, create Quality standards with executive Management, Provide Reports ( Yield, Forecast, Budget, expenses), part of excutive community, Preopening Project , Project Management, Business analyze

Education

• Project Management Diploma / Certificate - College LaSalle, Montreal, Canada
• Management Certificate, Concordia University, Canada (working toward completing as of March 2017)
• Bachelor Degree in Management of Hotels and Tourism, Major in Hotel Management, Algeria (1994-1997)