Faisal Elsayed Mohamed Diab
Dubai,UAE
Summary
Friendly and supportive leader with focus on maintaining and extending client relationships. Investigates low-performing accounts and adapts strategies to increase sales and retention. Proven success at negotiating commercial contracts to achieve high renewal rate. Knowledgeable account management professional with experience in developing client communications, sales strategy and contract negotiation. Cultivates long-term relationships and delivers high levels of customer service to achieve revenue targets. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Account Manager
Emirates Auction
Dubai
10.2020 - Current
- Developed account growth strategy by identifying opportunities with existing accounts.
- Oversaw account growth sales activities from inception to contract.
- Produced management team reports on account health and target delivery.
- The projects that I am handling in EA company are:
- 1- Government Such as
((Dubai Courts / RAK court / Fujairah court / Ministry of Justice Sharjah Federal Court of First Instance / Ministry of Energy and Infrastructure, Dubai Corporation for Ambulance Services / Etihad-Rail))
2- Private Companies ((Juma Al Majid / Coca cola)) - Manage and review revenue forecasts on a monthly/ weekly basis
- Providing accurate forecast and required reporting to top management.
Senior Customer Support
WhatsApp
department and social media
Dubai, UAE
01.2020 - 08.2020
- Social customer service is the practice of providing consumer
support through social media channels such as Facebook, Instagram and WhatsApp
Twitter to quickly answer questions. - Offered detailed advice on product and service benefits.
- Tracked orders and processed refunds for new and existing customers.
- Troubleshot glitches and provided techniques to smooth workflow for customers.
- Building relations with customers via social media and the way these channels are managed is an essential element of the brand’s success,
- Managed high-volume customer queries simultaneously through effective multitasking.
Escalation Support
Etisalat UAE
Dubai, UAE
07.2018 - 01.2019
- Answering agent questions regarding best practices or difficult calls
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Identifying operational issues and suggesting possible improvements
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
- Participates in the process improvement meetings
- Handles all ticket escalations from CSRs
- Help train and give guidance to other CS employees.
- Offered current, accurate advice on optional solutions for concerns.
Etisalat UAE
Cairo
10.2017 - 08.2018
- I was working as a customer support help customers with complaints and questions, give customers information about products and services, take orders, and process returns
- By helping customers understand the product and answering questions , they are sometimes seen as having a role in sales
- Also, I was helping them to fix all the technician issue with their accounts (GSM) and E-life accounts so, I got It background from this role.
Bank teller
Bank Masr
04.2014 - 03.2017
- Identifying and assessing customer needs divers in achieving customer's satisfaction
- Providing information address with the inquiries product and services & suggesting information
- Advice the customer how to maintain his/her KYC profile as per his liabilities with the bank
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Education
Bachelor's degree - Accounting
Cairo university
Egypt 08.2009 - 07.2014
Skills
- Knowledgeable of economic and accounting principles
- Practices, the financial markets, banking and the analysis and
- Reporting of financial data
- Meeting quality standards for services, and evaluation of customer Satisfaction
- Knowledgeable of administrative and clerical procedures and systems
- And other office procedures and terminology
- Order management
- Knowledgeable of business and management principles involved In strategic planning, resource resources
- Relationship building
- Customer relationships
- Team training
- Public Relations
- Highly competitive
- Key account generation
- Issue resolution
- Great communication skills
- Negotiation and Listening skills
- Killer time management skills
- Microsoft Office (Word, Excel & Power Point)
Interests
1- Playing Football
2- Watching football
3- Listening to music
4- going to the gym
Timeline
Account Manager
Emirates Auction
10.2020 - Current
Senior Customer Support
WhatsApp
department and social media
01.2020 - 08.2020
Escalation Support
Etisalat UAE
07.2018 - 01.2019
Etisalat UAE
Cairo
10.2017 - 08.2018
Bank teller
Bank Masr
04.2014 - 03.2017
Bachelor's degree - Accounting
Cairo university
08.2009 - 07.2014
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