Marina Asham
Quality Culture Trainer- Total Quality Management | Strategy, Research & Quality Sector
I have over nine years of banking experience, with hands-on training exposure at HSBC, Mashreq, Global Soft Skills Company, and now in Quality Culture at Banque Misr. I deliver practical, people-focused sessions that strengthen service quality, customer experience, and daily operational performance. I’m known for my creativity, emotional intelligence, and my ability to turn real team needs into simple, effective learning experiences. I’m now looking to bring this practical training background into a broader L&D role at Mashreq.
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Year experience
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Languages
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Skills
Work Experience
Quality Culture Trainer
Banque Misr - Total Quality Management | Strategy, Research & Quality Sector
Jun 2026 — PresentCurrent
- Designing and delivering quality culture training programs and awareness campaigns across departments.
- Leading cross-departmental collaboration initiatives with Complaint Management, Client Satisfaction, Branches, Digital Banking, and IPSOS.
- Developing bilingual (Arabic/English) learning content, presentations, and toolkits to embed quality mindset at all staff levels.
- Facilitating interactive in-person sessions and follow-up workshops with partner departments.
- Creating branded quality culture campaigns including poster initiatives, Kahoot quiz events, and departmental achievement spotlights.
- Contributing to internal communication strategies to reinforce a culture of continuous improvement across Banque Misr.
Corporate Soft Skills Trainer and Facilitator
Brainquil - GCC
Jun 2025 — May 2026
- Conducted tailored training sessions for diverse audiences at Central Bank of Egypt, Banque Misr, PepsiCo, Vodafone, and Juhayna
- Delivered innovative and engaging B2B training solutions that bring what's inside out from participants
- Engineered interactive learning modules that significantly enhanced participant engagement
- Facilitated dynamic team-building exercises that strengthened collaboration among teams
Customer Service Manager in Training and Culture
Mashreq Bank - United Arab Emirates
Jan 2023 — Jun 2025
- Conducted regular training sessions to improve team skills
- Implemented effective problem-solving techniques
- Trained Bank staff for culture and change in mindsets
- Introduced Mashreq's culture in live sessions for 500+ staff across Egypt, Pakistan, and UAE with +200 hours of training
Customer Service Manager – Trade Specialist
Mashreq Bank (MGN) - Serving United Arab Emirates
Dec 2021 — Jan 2023
- Directed trade services and effectively resolved customer inquiries while ensuring strict compliance
- Spearheaded training programs for team members, driving impactful continuous improvement initiatives
- Fostered a culture of professional development and operational excellence within the team
- Managed high-level complaints and inquiries from prominent energy and trading sector clients
- Trained over 400 employees across Dubai, Egypt, and Pakistan in the Culture Transformation Journey
Operations Associate
HSBC Bank - UK &GULF Regions
Jan 2019 — Dec 2021
- Overseen trade finance operations and ensuring regulatory compliance
- Provided training to new team members on operational processes and best practices
- Supporting the implementation of new initiatives to enhance operational efficiency
Customer Service Trainer
HSBC Bank - MENA Regions
Aug 2016 — Jan 2019
- Designed and conducted engaging training sessions to enhance customer service representatives' skills
- Monitored and evaluated team performance through assessments and feedback
- Prepared comprehensive training resources, such as manuals, presentations, and e-learning materials
- Continuously researched and integrated best practices and innovations in customer service training
English Teacher
Evangelical Language School
Jan 2015 — Jun 2016
- Taught English language to diverse groups of students with varying proficiency levels
- Developed engaging lesson plans tailored to students' needs and abilities
- Assessed student performance and provided feedback for improvement
Skills
Training and Development managementIdeationCan-Do AttitudeCustomer CentricityEmotional IntelligenceDesign ThinkingForward ThinkingPositivity
Education
Bachelor of Business Administration, Accounting and Finance
Helwan University - Cairo
Certifications
ESLSCA Certified Professional Trainer
Decision Making Done by Stephan Mardyks.
Gold of the Desert King , promises promises and Windjammer by Eagles Flight.
Creative Scene investigation based on who killed creativity book.
Clifton Strength coaching and delivery by Gallup
Customer Centricity
Train the Trainer
Abami Consultancy- UAE
Languages
Arabic
Native
English
Fluent
Italian
Intermediate
References available upon request.