AYA NASRALLAH

Customer Relations Expert │ Retail Banking Professional │ Property Advisor

• Tyre, Lebanon • (961) 70 659 964 • aya.nasrallah@hotmail.com • linkedin.com/in/aya-nasrallah

PROFILE SUMMARY

A highly skilled, results-driven, and dedicated professional with over 10 years of working experience across
multiple business sectors in Lebanon and Egypt, providing high levels of customer satisfaction through
developing and maintaining productive relationships with each client. During my career in retail banking, I
applied a professional, patient, and a ‘people-first’ attitude to determine the customers’ financial needs and
offer them the best individualized solutions that fulfill their banking requirements, while continuously
educating them on the latest financial products, services, and technologies. Extremely knowledgeable in the
real estate markets, with extensive experience in relationship building, negotiating, and closing sales deals for
residential real estate properties. Committed to achieving client success and satisfaction, and enhancing
customer experience every step of the way. Seeking a customer-oriented position with an international
Organization in Lebanon or the GCC region where I can optimize my knowledge, skills, and expertise to foster
business relationships, strengthen customer loyalty, and achieve the organization’s goals and objectives.

PROFESSIONAL EXPERIENCE

Senior Property Consultant – The Address Investments Co., Cairo, Egypt May 2020 – June 2021

• Manage and consult all property acquisitions and dispositions within the assigned region.
• Prospect, qualify, generate, and target new sales leads.
• Implemented sales strategies to acquire new clients and build pipelines.
• Maintain and build key relations with developers, builders, property agents, and market experts.
• Conduct site visits and obtain photos of available properties, and coordinate with the marketing team
to promote them on our social media platforms.
• Prepare in coordination with the legal department, the necessary purchasing and selling contracts and
agreements, and any other related documents that may be required.
• Orchestrate the buying and selling process by negotiating on behalf of the seller, while guiding the
buyers in making the right decisions.
• Determine the market demand and supply by closely monitoring the market, and remaining up to
date about the latest offerings, deals, and trends in both the local residential and the commercial
property markets by reviewing property listings, trade journals, and conducting targeted field visits.
• Play a commendable role in property management and resolving any disputes that might arise.
• Act as the main point of contact for clients, advising them on related market conditions, prices,
mortgages, legal requirements, etc.

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Senior Customer Service Officer – JTB Bank S.A.L, Tebnine Branch, South, Lebanon Oct 2012 - Dec 2019

• Meet with existing and potential branch clients, understand their needs, and provide them with
suitable products and services.
• Handle incoming calls responding to client issues and queries and coordinating with the branch
management and head office departments, ensuring a timely response.
• Manage the opening of all types of accounts, including current, term, and deposit accounts for
individuals and established entities.
• Adhere to the compliance requirements by filling out the KYC forms properly, ensuring all the
information is correct and up to date, viewing and verifying the original client documents, and
implementing all the compliance guidelines, policies, and procedures.
• Promote, cross-sell and up-sell the bank’s retail products and services, including but not limited to
deposits, retail loans, debit, credit, and prepaid cards, in addition to the bancassurance products.
• Coordinate ATM-related queries, issues, and replenishment.
• Achieve the individual goals set through accomplishing new business sales, referrals, and the
retention of client accounts.
• Promote a professional image of the bank in every aspect of the job both internally and externally
respectively with colleagues, clients, and suppliers to maintain the reputation of the bank.

Sales Representative – Mazda Motors, South, Lebanon Jun 2012 – Oct 2012

• Maximize the number of vehicles sold per annum to reach optimum profit.
• Build and maintain relationships with existing and potential clients.
• Meet daily with customers assisting them in choosing the perfect car that suits their affordability and
lifestyle.
• Demonstrate features of the vehicles to customers and book their test drives.
• Represent the company and brand at industry events and exhibitions.
• Handle inbound calls and queries, emails, and walk-in prospects.
• Coordinate with the bank representatives on the financing needs of the client.
• Collaborate with fellow team members to provide the customer with a unified car-buying experience.
• Implement the annual sales plan and contribute to the success of the entire organization.

Lecturer – Center of Learning & Academic Support, Tyre, Lebanon Oct 2010 – Jun 2012

• Conduct French and Economic lectures to assigned classes, while defining and communicating the
expected learning outcomes to the students.
• Follow effective classroom management techniques, while designing and applying effective strategies
and best practices to develop self-responsible and independent learners, such as engaging students in
creative thinking and interdisciplinary learning experiences.
• Manage the variation in each student’s capabilities and adapt as necessary, playing several roles such
as the coach, instructor, facilitator, counselor and more depending on the objective and students’
individual needs.
• Implement multi-assessment tools and strategies in promoting the continuous intellectual
development of students by evaluating performances in an objective, fair and timely manner, and use
the assessment results to guide the necessary amendments in instructional practices and enhance the
student learning experience.
• Facilitate interactive workshops and engaging activities for the students and provide awareness
sessions related to several topics including non-violence and preventing the danger of mines.

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 EDUCATION

Bachelor’s Degree in Business Administration and Management Graduation Year – 2012

Lebanese Baccalaureate, Sociology and Economics (SE) Graduation Year – 2009

CERTIFICATIONS

Legal aspects of banking operations 10 Mar 2014 – 26 Mar 2014

On-the-job training (OJT) certificate 4 Jul 2011 – 26 Aug 2011

Certificate for volunteering & participating in workshops & medical activities 2007 – 2008
Lebanese Red Cross

Level A certification 8 Nov 2007 – 10 Feb 2008

Level A certification Sep 2007

Level A certification 15 Jun 2007 – 19 Sep 2007

SKILLS
Technical
Financial Services │ Retail Banking Products │ Mobile Banking │ Sales Strategies │ Customer Service │ Client
Relationship Management │ Mortgages │ Insurance & Bancassurance │ Marketing │ Client Onboarding │ Real
Estate & Properties │ Lecture Preparations │ Class Discussions │ Training Workshops │ Typing Proficiency

Interpersonal
Communication & Presentation │ Organizational │ Time Management │ Active Learning │ Analytical Thinking │
Problem Solving │ Adaptability │ Patience │ Teamwork │ Enthusiasm │ Multitasking │ Self-evaluation
Creativity │ Commitment │ Self-confidence │ Approachableness │ Discipline

Computer
Database Skills │ Electronic Presentations │ Web Expert │ E-mail Management │ Microsoft Office Suite │
E-mail Management │Videoconferencing │ Photoshop │ Social Media Platforms

Languages
English, French, Arabic & Italian - Full Proficiency

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 HOBBIES

Events hosting, writing political and economical articles, reading self-development books, drawing, and
painting, breaststroke swimming, and tourism traveling.

REFERENCES

Professional and academic references are available upon request.

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