ISLAM HAMDY MOHAMED
Dubai,UAE
Summary
Experienced Collections & Credit Control Team Lead with a strong background in debt recovery, receivables management, and customer account resolution. Skilled in managing portfolios, leading collection teams, and implementing AI-driven collection solutions to improve recovery rates and operational efficiency. Strong expertise in negotiation, reporting, and cross-functional stakeholder management.
Overview
2
2
Languages
1
1
Certification
13
13
years of professional experience
Work history
Team Lead Collection-Credit Control
Union Properties PJSC and subsidiaries
DUBAI, UAE
11.2024 - Current
- Supervised Collections & Credit Control team to ensure effective operations and goal alignment.
- Managed outstanding service charges and receivables to optimize cash flow and minimize delinquencies.
- Develop and implement collection strategies to improve recovery rates.
- Led the design and implementation of AI-powered Collections Calling Bot to automate outbound calls for service charge and overdue payment reminders for portfolio of 8,000+ customers.
- Review aging reports and prioritize collection activities.
- Prepared collection performance reports and presented actionable insights to management for strategic decision-making.
- Analyze collection trends and recommend process improvements
- Developed collection workflows for automated reminders, payment follow-ups, promise-to-pay tracking, and customer escalations.
- Coordinate with legal, customer service, finance, and property management teams on escalated cases.
Senior Collections Specialist-Credit Control
Americana Group
DUBAI, UAE
02.2019 - 10.2024
- Protected company assets through effective management of credit control policies and procedures.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on a consistent basis.
- Negotiated repayment plans by analysing causes of delinquent payments, facilitating debt recovery within realistic timeframes.
- Reconciled accounts receivable to general ledger.
- Utilized various software programs to process customer payments.
- Collaborated with customers to resolve disputes.
- Oversaw outstanding invoices and executed collections duties to ensure timely payments.
- Monitored debtor balances to ensure timely payments.
Senior Collection Officer
DU TELECOM
DUBAI
01.2018 - 01.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Maintained consistently high success rate of collecting on overdue accounts.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Negotiated payment plans with customers to prevent accounts from entering collections.
Team Leader
LANDMARK HOSPITALITY/GROUP
DUBAI
06.2013 - 12.2017
- Built strong relationships with customers through positive attitude and attentive response.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Generated reports detailing findings and recommendations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Customer Service Representative
LANDMARK HOSPITALITY / GROUP
DUBAI
06.2013 - 12.2017
- Assisted customers by answering questions and solving problems
- Assisted customers with store and product complaints
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Processed merchandise returns and exchanges
- Obtained information to resolve customer inquiries
- Created new processes and systems for increasing customer service satisfaction
- Responded promptly to general inquiries from members, staff and clients via mail, e-mail.
Education
International Business Administration
Skills
- Project Management
- Invoice processing
- Relationship Management
- Financial reporting
- Credit limit management
- Automated payment systems experience
- Sales growth
- Financial
- Management Training
- Debtor communication
- Legal proceedings familiarity
- Debt recovery techniques
LANGUAGES
Arabic: Native Language
English: Native Language
Certification
Coursera certificates : Customer Relationship Management (CRM)
Coursera certificates : Enhancing Communication Skills
Coursera certificates : RPA Basics and Introduction to UiPath
Coursera certificates : Data Manipulation in RPA
Program Hub Platform : Knowledge of Digital Marketing
Timeline
Team Lead Collection-Credit Control - Union Properties PJSC and subsidiaries
11.2024 - Current
Senior Collections Specialist-Credit Control - Americana Group
02.2019 - 10.2024
Senior Collection Officer - DU TELECOM
01.2018 - 01.2019
Team Leader - LANDMARK HOSPITALITY/GROUP
06.2013 - 12.2017
Customer Service Representative - LANDMARK HOSPITALITY / GROUP
06.2013 - 12.2017
Berkshire University - , International Business Administration