Mohamed Adam
Dubai
Summary
Accomplished Collection Officer and Customer Service Representative with a proven track record at Roads And Bridges Authority, enhancing debt recovery and customer satisfaction through strong negotiation and exceptional communication skills. Expert in data analysis and IT Service Management, consistently exceeding performance targets by implementing efficient strategies and maintaining client confidentiality. Established Collection Officer with auto finance experience and debt collection background. Disciplined with undeniable research and time management skills. Proven history of excellent service and detail-oriented work.
Overview
4
4
years of professional experience
Work History
Collection Officer
Roads And Bridges Authority - Ministry Of Finance
Sudan
12.2020 - 04.2023
- Implemented timely escalation procedures when necessary, ensuring prompt attention is given to high-risk accounts.
- Streamlined the collections process for improved payment rates and reduced delinquencies.
- Negotiated payment arrangements with clients, resulting in increased revenue for the company.
- Managed a high-volume caseload while providing exceptional service and meeting performance targets consistently.
- Developed customized payment plans tailored to individual financial situations, increasing likelihood of repayment.
- Enhanced debt recovery by implementing efficient collection strategies and techniques.
- crossing roads receipt collecting controller
Call Center Customer Service Representative
H.A.N FOR PURFUME & COSMETICSDISTRIBUTION
Sudan
08.2019 - 10.2020
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Education
Bachelor of Science - Information Technology
Omdurman University
Sudan03.2019
Skills
- Strong negotiation skills
- Verbal and written communication
- Data research and analysis
- Data entry proficiency
- Debt collection processes
- Client Confidentiality
- Organizational Skills
- Microsoft Office
- Problems solver
- Skilled multi-tasker
- UAE Driving License
- IT Service Management
Languages
Arabic
Advanced (C1)
English
Upper intermediate (B2)
Timeline
Collection Officer
Roads And Bridges Authority - Ministry Of Finance
12.2020 - 04.2023
Call Center Customer Service Representative
H.A.N FOR PURFUME & COSMETICSDISTRIBUTION
08.2019 - 10.2020
Bachelor of Science - Information Technology
Omdurman University