Joining the Emirates Bank Group in 2003, Carol Khoury entered with a vision for dramatic improvement of the Service Quality within the group.
With a background of almost a decade's experience in the field, Carol Khoury did not take long to move the Emirates Bank Group from a 17th ranking to a brilliant 6th ranking in 2004 in Service Quality by SIMS Consulting, a specialized Industrial and Management Systems Consulting.
This proved to be a solid 70% improvement in less than one year, with a higher score than average banking industry performance. EBG's call center alone was ranked first this year amongst all industries' call centers. EBG was ranked first in Priority Banking and third in Retail Banking.
These achievements were achieved as a result of hard dedication and endless effort.
Carol Khoury worked hard at studying the Group, the way they worked, the network, and how she could benefit each area in her way.
With much research and observation, she managed to introduce and apply innovative strategies and systems into the Group with the hope to make the eminent change she was after.
She created a new Service Quality Monitor Program, Mystery Shopping Surveys, Customer Satisfaction Surveys and meCARE, Emirates Bank Group's Customer Complaint and Management System, as well as a Customer Service Standards Manual- all of which have directly contributed to the amazing improvement of Service Quality within the Emirates Bank Group.
Supported by the Dubai Quality Group, the Emirates Business Women Award aims to raise awareness for those women in the UAE, who have strategically contributed to the development of the country. It also aims to draw attention to and pay tribute to women's contribution across the many fields.
Those chosen are offered the chance to showcase their achievements, their active roles, and their innovations, as well as encourage women as a population to develop leadership roles and make a difference in their line of work.