Akram Sheikh Idris Ahmed Abdelgadir
Dubai,DU
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Barshia Trading & Contracting
01.2019 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Customer Service Supervisor
Albalad Bank
07.2013 - 12.2018
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
Banker
Albalad Bank
07.2009 - 06.2013
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Enhanced bank profitability by effectively cross-selling various financial products and services.
- Streamlined operations, implementing efficient processes to improve overall productivity and performance.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Managed risk exposure by conducting thorough credit assessments for loan applicants.
- Developed comprehensive financial plans to help clients achieve their short-term and long-term goals.
- Provided expert guidance on investment strategies, optimizing portfolios to maximize returns for clients.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
Education
MBA - Marketing
Sudan University of Science And Technology
Sudan06.2012
Bachelor of Science - Banking And Insurance
Omdurman Ahlia University
Sudan02.2006
Skills
- One Call Resolution
- Report Preparation
- Project Management
- Schedule Coordination
Languages
Arabic
Bilingual or Proficient (C2)
English
Intermediate (B1)
Affiliations
- Sport
- readind
- listen music
Timeline
Customer Service Manager
Barshia Trading & Contracting
01.2019 - Current
Customer Service Supervisor
Albalad Bank
07.2013 - 12.2018
Banker
Albalad Bank
07.2009 - 06.2013
MBA - Marketing
Sudan University of Science And Technology
Bachelor of Science - Banking And Insurance
Omdurman Ahlia University
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