Summary
Overview
Work History
Education
Skills
Timeline
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Katia Ghanem

Edmonton,Canada

Summary

Experienced professional with a background in counseling individuals and groups to resolve conflicts effectively. Known for creating innovative solutions customized to each case's needs. Skilled in active listening, collaboration, mediation, and promoting communication and cooperation for successful resolutions.

Overview

8
8
years of professional experience

Work History

Client Resolution Specialist

Government of Alberta
09.2022 - Current
  • Investigate, research, and analyze client issues through detailed file reviews, stakeholder consultations, and direct communication with clients and institutions.
  • Identify optimal resolution strategies based on research, legislation, and policy interpretation.
  • Research and consolidate necessary information for formal responses.
  • Direct other business units regarding actions to take throughout the resolution process.
  • Ensure all responses meet required timelines and quality standards.
  • Determine correspondence intent and route or respond accordingly.
  • Follow up with clients or partners to gather required information.
  • Manage multiple cases concurrently and ensure resolution is fair, consistent, and timely.
  • Lead emergency response planning initiatives, collaborating with government bodies and post-secondary institutions.
  • Design and execute communication strategies for client outreach and public awareness.

Research Assistant

Lebanese American University
09.2020 - 12.2021
  • Prepare project-related reports, manuscripts, and presentations.
  • Manage and maintain large databases.
  • Draft, review and analyze tables, graphs, fact sheets, and a wide range of reports summarizing research results to provide recommendations for improvement in policy, procedure, or guidelines.
  • Collaborate with senior managers and decision makers and present recommendations to resolve identified gaps and issues.
  • Create, present and lead internal and external partners engagement plans and sessions to ensure successful implementation of desired solutions and outcome.
  • Perform validation and testing of models to ensure adequacy and reformulate models as necessary.
  • Plan and implement procedures for collecting data, such as surveys, questionnaires and opinion polls.
  • Participate in the ongoing improvement of processes and policies across the sector so that the highest level of service is provided to students and other partners.
  • Provide direction and guidance to co-workers and staff in different business units to ensure holistic resolution of issue.
  • Research and respond to escalated calls and requests from the Vice President/CEO office.
  • De-escalate calls and inquiries by providing interpretation, advice and information on a variety of policies, regulations and programs.

Junior Accountant

AM bank
03.2018 - 09.2020
  • Prepare and analyze audit reviews and reports, create risk management plans and present options and recommendations to address emerging trends.
  • Comply with federal, state, and company policies, procedures, and regulation.
  • Reconcile bank accounts.
  • Strong comprehensive knowledge of front-line impacts caused by changes to policy, procedure, legislation, and regulations.
  • Prepare and file weekly, monthly and yearly varied reports to Banking Commission of Lebanon and to Banque Du Liban.
  • Create, implement and evaluate work load prioritization to ensure service standards are being met.
  • Interact with a wide range of clients via multitudes of communication methods to resolve complex issues in a wide range of situations.
  • Provide consultative advice and expertise to clients, partners, internal and external staff to ensure consistent interpretation and application of Policies, legislation, and regulations of complex programs and services.
  • Respond to all incoming correspondence to the branch to ensure that an appropriate action is taken in a timely manner.
  • Proactively communicate issues to appropriate area and recommend actions to expedite issues resolution.
  • Determine the root causes of issues, and work to create solutions to streamline and improve customer service, policies and procedures.
  • Communicate with a wide range of clients, partners, private and public service agencies to ensure issues are addressed and resolved effectively.

Project Manager

KunHadi Organization
06.2017 - 09.2017
  • Identify project needs such as resources, staff, or finances by reviewing project objectives and schedules.
  • Assign duties or responsibilities to project personnel.
  • Communicate with key partners to determine project requirements and objectives and identify operational gaps and improvement opportunities and develop ways to resolve or diminish them.
  • Monitor the performance of project team members to provide performance feedback.
  • Develop or update project plans including information such as objectives, technologies, schedules, funding, and staffing.
  • Schedule or facilitate project meetings.
  • Provide support and coaching to co-workers by explaining policy, legislation and procedures and help develop their competencies.
  • Change priorities of work assignments according to the changing needs and environment.
  • Provide guidance and advice on legislation, regulations and policies as they apply to service delivery.
  • Identify, determine and provide recommendations on trends and issues impacting existing and newly proposed policies, programs, and processes; assist in developing, implementing and monitoring strategies to resolve and respond to issues or trends.
  • Initiated a fund raising event.

Education

Master's degree - Science of Human Resource Management

Lebanese American University (LAU)
03.2020

Bachelor of science - business studies- International Business

Lebanese American University (LAU)
12.2017

Skills

    Strong analytical and research proficiency to develop policy documents and reports for high-profile education issues

    Communication strategy development, ensuring alignment with ministry and government directives

    Project management expertise, leading initiatives from planning to implementation with gap analysis and senior leadership reporting

    Emergency response planning, strategizing actions for crises such as wildfires, floods, and school strikes

    Usability testing and client satisfaction analysis for continuous innovation in student aid system projects

    Extensive experience advising executives and consulting stakeholders to address emerging education sector needs

Timeline

Client Resolution Specialist

Government of Alberta
09.2022 - Current

Research Assistant

Lebanese American University
09.2020 - 12.2021

Junior Accountant

AM bank
03.2018 - 09.2020

Project Manager

KunHadi Organization
06.2017 - 09.2017

Bachelor of science - business studies- International Business

Lebanese American University (LAU)

Master's degree - Science of Human Resource Management

Lebanese American University (LAU)

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Katia Ghanem