Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Personal Information
Webinars
Timeline
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Iman Elnemr

Iman Elnemr

Dubai,UAE

Summary

Detail-oriented professional with expertise in Microsoft Office Suite, data management, and presentation design. Proven ability to communicate effectively via email and proficient in various operating systems. Recognized for strong work ethic, reliability, and adaptability. Excellent interpersonal skills contribute to success in dynamic work environments.

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.

Overview

16
16
years of professional experience
1
1
Certification

Work history

Client relationship manager

BNC
Sharjah, UAE
02.2025 - Current
  • Streamlined communication channels to enhance customer satisfaction.
  • Conducted quarterly reviews, establishing higher service delivery standards.
  • Optimised workflow processes, significantly reducing response times.
  • Managed complex client portfolios, ensuring high levels of satisfaction.
  • Coordinated interdepartmental efforts for seamless service delivery.
  • Led team training sessions to elevate customer service skills.
  • Nurtured client relationships through regular contact and timely issue resolution.
  • Implemented CRM systems for effective client management and follow-up procedures.

Sales Representative

Dun & Bradstreet South Asia Middle East
Dubai, UAE
03.2022 - 02.2025
  • Generated leads by contacting customers across Middle East and South Asia markets.
  • Sold Business Rating and Information reports, including Hoovers and DUNS Number.
  • Collaborated with HubSpot application to convert leads into successful sales.
  • Prepared weekly and monthly sales reports to track performance metrics.
  • Resolved customer issues promptly, liaising with back-office for report generation.
  • Conducted regular follow-ups with existing customers to upsell new products.
  • Utilised CRM systems, including Sales Force and Microsoft Dynamics for lead management.
  • Traveled within Middle East region to meet clients and negotiate deals.

Senior Client Relation Officer

Dubai Ladies Club Women Establishment
04.2014 - 03.2022
  • Provide guidance to the customer service staff to ensure all customer needs are met
  • Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes
  • Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide
  • Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service
  • Assist with the development and implementation of the Customer Relationship Model
  • Provide frontline customer service including processing customer requests, receipting and switchboard operation
  • Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems
  • Manage the purchase, storage and allocation of stationery for the organization to ensure adequate supplies are maintained at all times
  • Manage our outgoing and ingoing mails
  • To resolve relevant problems and complaints from the public and advise management on system improvements
  • Lead and coordinate the provision of functions including the day to day operation of the customer service team, after hours’ service and management of stationery
  • Ensure that all services maintain a customer focus, achievement of business plan objectives and compliance with statutory requirements
  • Prepare reports to inform process improvement
  • Selling different types of memberships (Gym-Leisure-Ultimate club membership) to customers and doing upselling to existing clients (Renewals)
  • Participate in indoors and outdoors events organized by our organization, to raise the awareness of the customers

Senior Customer service representative

Sharaf DG-Outsource for Etisalat
06.2013 - 02.2014
  • Attracting potential customers by answering product and service questions
  • Resolving their problems by clarifying issues and searching for solutions and implementing them
  • Escalating unresolved problems
  • Fulfilling requests and completing transactions
  • Forwarding requests and performing up and cross selling for our products
  • Accepting bill payments from both Corporate & Individual sectors
  • Selling sim cards (Post Paid &Prepaid), data plans, TV & Internet packages
  • Submitting applications to our store supervisor
  • Counting the store stocks on a regular basis & ordering more stocks
  • Submitting our cash, credit & debit pay slips to the security guards by the end of the shift.

Call center advisor

Commercial International Bank
09.2011 - 04.2013
  • Answering customer's inquiries
  • Resolving their problems by clarifying issues, searching for solutions and implementing them
  • Escalating unresolved problems
  • Fulfilling requests, completing transactions, forwarding requests to the concerned department
  • Offering credit cards, loans (Personal, Auto & Mortgage) and opening Accounts for customers
  • Offering different Insurance programs.

Call center agent

Xceed Contact Center
01.2010 - 08.2011
  • Answering customer's inquiries
  • Resolving their problems by clarifying issues, searching for solutions and implementing them
  • Escalating unresolved problems
  • Fulfilling requests, completing transactions, forwarding requests to the concerned department
  • Performing up and cross selling for our products, explaining new features and maintaining call center database by entering information.

Education

Certificate of Higher Education - Literature

Ramses College for girls, Faculty of commerce, Cairo university

Bachelor of Business Administration - Finance -English Department

Faculty of commerce

Skills

  • Microsoft Office Suite
  • Data management
  • Presentation design
  • Email communication
  • Operating systems proficiency
  • Work ethic and reliability
  • Adaptability and organization
  • Interpersonal skills

Certification

  • Certificate of Attendance 'How the best sales teams stay ahead-B2B prospecting starts' from Bright Talk - July 2022
  • Certificate of achievement 'Global AML for United Arab Emirates-Kuwait-Qatar-Bahrain' from Banker’s Academy - March 2023
  • Attended the Global Trade Facilitation Summit (ICC UAE) - March 2023
  • Certificate of achievement 'Preventing online child exploitation with financial intelligence' from ACAMS - May 2023
  • Certificate of achievement 'In AML and KYC look up' from KYC Lookup - March 2023

Accomplishments

  • I got training at 'National Bank of Egypt' in the credit department - 2006
  • I got training at 'Egyptian Gulf Bank' in the human resources department - 2007
  • I got training at 'Barclays Bank' In the customer service department - 2008
  • I was a member in the stock market council (comet 2008) organized by 'Cairo University'
  • First Aid Training: At Dubai Women Establishment - 2015

Personal Information

Webinars

  • HR WEBINAR 'Career Coaching Skills in HR' from Blue Ocean Academy - October 2021
  • Procurement and Supply Chain WEBINAR 'Best Practices in Procurement' from Blue Ocean Academy - November 2021
  • Agile HR management WEBINAR from Blue Ocean Academy - November 2021
  • Procurement and Supply Chain WEBINAR 'Features of Supply Chains in a post-pandemic world' from Blue Ocean Academy - December 2021
  • HR WEBINAR 'Effective HR practices to drive profit' from Blue Ocean Academy - May 2022
  • HR WEBINAR 'Employee productivity enhancement in the age of metaverse' from Blue Ocean Academy - September 2022
  • HR WEBINAR 'The role of HR in change management and organizational development' from Blue Ocean Academy - November 2022

Timeline

Client relationship manager

BNC
02.2025 - Current

Sales Representative

Dun & Bradstreet South Asia Middle East
03.2022 - 02.2025

Senior Client Relation Officer

Dubai Ladies Club Women Establishment
04.2014 - 03.2022

Senior Customer service representative

Sharaf DG-Outsource for Etisalat
06.2013 - 02.2014

Call center advisor

Commercial International Bank
09.2011 - 04.2013

Call center agent

Xceed Contact Center
01.2010 - 08.2011

Certificate of Higher Education - Literature

Ramses College for girls, Faculty of commerce, Cairo university

Bachelor of Business Administration - Finance -English Department

Faculty of commerce

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Iman Elnemr