Summary
Overview
Work History
Education
Skills
Certification
Languages
Profile Snapshot
Marital Status
Personal Information
References
Timeline
AdministrativeAssistant

Mostafa Elkoush

Al Ain

Summary

Seeking competitive assignments in field of Legal & Sales banking in a growth Oriented Organization of High Repute

Overview

5
5
years of professional experience
1
1
Certification

Work History

customer services advisor

Commercial Bank of Dubai (CBD)
Al Ain
05.2015
  • Offered prompt solutions to maintain customer satisfaction
  • Improved customer retention by [80] %, through service and account management
  • Recorded and processed customer data accurately
  • Offered detailed advice on product and service benefits
  • Adhered strictly to policies and procedures for continued company compliance
  • De-escalated objections and disputes professionally to maintain customer satisfaction
  • Managed high-volume customer queries simultaneously through effective multitasking
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
  • Registered and updated accurate customer information on database
  • Participated in staff meetings to discuss new developments
  • Established positive relationships with clients by going extra mile to build rapport
  • Recorded customer communications to maintain proper documentation
  • Transferred customer calls to respective department or personnel to address specific issues
  • Tracked orders and processed refunds for new and existing customers
  • Completed thorough documentation in OPCRM for each enquiry
  • Handled in-person, email and mailed correspondence
  • Answered 20-40 telephone calls per day with professionalism
  • Set appointments with field teams to carry out service changes or deliver new products
  • Recorded information about inquiries and complaints within internal database
  • Implemented customer follow up to uphold service standards
  • Maintained excellent client satisfaction by providing in-depth support
  • Obtained feedback from customers to improve service experience
  • Followed scripts when answering common customer questions
  • Offered current, accurate advice on optional solutions for concerns
  • Advised customers on availability, pricing and location of products
  • Completed transactions to replace or exchange defective items
  • Listened actively to offer accurate information and best solution to their needs
  • Applied conflict management to stressed and concerned customers
  • Prepared necessary forms to complete transactions
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders
  • Used OPCRM customer relationship management software to record detailed notes
  • Shared informational brochures and details about policies to help guests make decisions
  • Generated memos for fixed deposit renewals and fixed deposit closures
  • Opened customer accounts and provided smooth onboarding services
  • Supervised branch operations to spur continuous improvements and enhance service delivery.

Senior Sales Officer

Commercial Bank International (CBI)
Al Ain - Abu Dhabi
11.2011 - 04.2015
  • Gathered and analyzed data to build financial models around critical metrics
  • Carried out thorough customer assessments to minimize financial risk
  • Handled credit approval processes through diligent application management
  • Kept accurate operations records for thorough data auditing
  • Set risk management policies to mitigate bank losses
  • Coached banking service teams in providing exceptional customer care
  • Mitigated risks by upholding stringent bank standards for loans and money handling
  • Investigated customer queries to provide timely financial solutions
  • Reviewed performance metrics to identify required process improvements
  • Supported compliance with strict adherence to Bank Secrecy Act, Anti Money Laundering and OFAC regulations
  • Recommended loan approvals and denials based on customer credit worthiness
  • Built customer bases through cold calling and referral conversions
  • Maintained purchase, sales and nominal ledgers for recordkeeping purposes
  • Met liability acquisition targets by leveraging new customer accounts
  • Drafted reports on deteriorating trends and fiscal year-end losses to inform stakeholders
  • Conducted regular market assessments to stay current on trends and maintain readiness for changes
  • Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments
  • Organized special sales at specific times to drive customer engagement and move high volumes of products
  • Generated ideas and concepts for paid ad content, monitoring spend against performance for continued profit improvements
  • Managed team of 10 staff, driving performance with motivational strategies to exceed sales targets
  • Established budgets for program activities and controlled expenditure to meet targets
  • Used multi-source data to determine sales and delivery terms for products and services
  • Oversaw planning and execution of targeted sales and marketing strategies
  • Grew annual revenue by 30% with targeted sales and marketing strategy
  • Allocated teams, materials and calendar space for individual projects
  • Analyzed sales reports to identify trends and update strategies
  • Supported front-line sales teams with well-coordinated administrative operations
  • Optimized sales methods to best engage, acquire and retain customers
  • Developed marketing plans to support department strategies
  • Coordinated and managed paid marketing campaigns on different platforms, carefully overseeing results to deliver maximum ROI
  • Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities
  • Customized promotional strategies to meet needs of different clients, products and services
  • Strategized cross-promotions with new and existing partners to expand sales and marketing opportunities.

Relationship Officer

ABU-DHABI ISLAMIC BANK
06.2010 - 09.2011
  • Kept track of current and potential clients needs to recommend new applicable products and services
  • Researched competitors sales activities and reported findings to manager
  • Met Service Level Agreements through strategic planning and workload management
  • Conducted customer surveys and recommended ways of improving customer satisfaction
  • Applied regulatory expertise to develop compliant policies and processes
  • Presented feedback findings to staff for increased understanding of service strengths and weaknesses
  • Maintained detailed knowledge of company offerings to recommend appropriate products to clients
  • Built customer loyalty by actioning feedback for enhanced service provisions
  • Analyzed complaint root causes to identify improvement areas
  • Educated customers about company products, services and special offers
  • Assessed current processes to maximize opportunities for customer satisfaction
  • Identified and implemented customer service and complaint handling advancements
  • Investigated complaints thoroughly to deliver positive customer outcomes
  • Studied local market, identified potential opportunities and informed sales team to follow up
  • Liaised between customers, staff and stakeholders to maintain constructive communications
  • Kept records of all contact with clients using CRM system
  • Achieved set KPIs with help from team leader and managers
  • Authorized customer compensation with approval from management
  • Reviewed client files to identify opportunities for cross selling
  • Held regular meetings with relationship manager and other officers to discuss trends and new ideas to resolve issues.

Education

BA - Faculty of LAW

TANTA UNIVERSITY
06.2007

Skills

  • Sales
  • Team Management & Leadership
  • Data confidentiality
  • Record maintenance
  • Data verification procedures
  • Microsoft Office Suite
  • Customer experience
  • Dispute resolution
  • Integrative negotiation
  • Payment processing
  • Transaction processing
  • Advanced product knowledge
  • Staff training and mentorship
  • Lead management
  • Live Agent
  • Instant messaging
  • Customer retention
  • Salesforce
  • CRM implementation
  • Customer care
  • Hiver knowledge
  • Excel proficiency
  • Sales forecasting
  • Omnichannel optimization
  • Training programs

Certification

  • Training in "Up selling Techniques"
  • Training in "Team Building"
  • Professional Selling 2010 (Logic Training Center).ADIB
  • Negotiation Skills 2010 (Logic Training Center).ADIB

Languages

Arabic
English

Profile Snapshot

  • Nearly13 years of experience in Retail area of Sales, in Banking sector
  • Presently as Customer services advisor in Commercial Bank of Dubai Al Ain Area
  • Experienced in marketing plan execution, Retail bank products promotion and implementation of business strategies to accomplish the decided targets.
  • An effective communicator with good presentation skills and abilities in forging business partnerships and establish beneficial relationships with channel partners.

Marital Status

Married

Personal Information

  • Date of Birth: 05/09/1986
  • Driving License: UAE

References

References upon request

Timeline

customer services advisor

Commercial Bank of Dubai (CBD)
05.2015

Senior Sales Officer

Commercial Bank International (CBI)
11.2011 - 04.2015

Relationship Officer

ABU-DHABI ISLAMIC BANK
06.2010 - 09.2011

BA - Faculty of LAW

TANTA UNIVERSITY

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Mostafa Elkoush