As an aspiring professional seeking a challenging and growth-oriented role, I aim to utilize my leadership skills and ability to take initiative to contribute to organizational growth and development, create value, and increase business portfolio. I am confident, energetic, and a good team player with good interpersonal skills, and am seeking a position where I can leverage my experience in customer service, business support, and team leading to achieve organizational goals.
Hi, I’m
Mohamed Saeed
Dubai
Summary
Overview
7
years of professional experience
Work History
Commercial Bank of Dubai
Auditor
01.2018
Job overview
- Conducted self-audits to ensure compliance with regulations, controls, and procedures
- Monitored and reviewed contact center financial requests, ensuring that all terms and conditions were communicated to customers clearly and accurately
- Conducted training sessions and huddles for contact center staff to improve their handling skills and ensure adherence to quality standards.
Commercial Bank of Dubai
Follow-Up Officer
01.2018 - 01.2021
Job overview
- Supervising the daily floor tasks of the call center team and providing necessary support to ensure smooth operations and quality customer service
- Serving as a communication champion and subject matter expert for the team, ensuring that they have the necessary knowledge and skills to deliver effective customer service
- Using sound judgment and analytical skills to defend or uphold customer's cases with credible evidence, while adhering to the bank's policies and procedures
- Collecting and analyzing evidence to verify the legitimacy of customer complaints, ensuring that all relevant information is obtained for the investigation process
- Ensuring that the principles of treating customers fairly were followed at all times, maintaining the bank's reputation for excellent customer service
- Preparing comprehensive reports on investigations, presenting findings, conclusions, and recommendations to management for follow-up action
- Providing timely and constructive feedback to the line manager and senior management, suggesting process improvements or policy changes to enhance customer service
- Ensuring the proper implementation of policy changes and judgments, following up with relevant stakeholders to ensure that they are aware of and comply with the changes
bank of Dubai
Customer Service Representative
01.2014 - 01.2018
Job overview
- Acted as a front-line representative of the bank, providing excellent customer service while handling various types of customer inquiries and resolving issues in a timely and professional manner
- Demonstrated a thorough knowledge of the bank's products and services and effectively communicated their benefits to customers, resulting in increased customer satisfaction and sales revenue
- Maintained accurate and detailed customer records and documentation, ensuring compliance with regulatory requirements and internal policies and procedures
- Collaborated with other departments and colleagues to ensure the timely resolution of complex customer issues and escalated complaints, achieving a high level of customer retention and loyalty
- Continuously sought to improve and expand my knowledge and skills through training and development opportunities, resulting in increased productivity, efficiency, and effectiveness
- Contributed to a positive team environment by sharing best practices, providing support and guidance to colleagues, and working collaboratively to achieve common goals
- Provided feedback to management on customer needs, concerns, and trends, contributing to the development of new products and services and enhancing the bank's overall competitiveness in the marketplace
Education
Joba UniversityKhartoum
Bachelor of Science from Community Studies and Rural Development
2009
University Overview
Skills
- Exceptional communication and presentation skills
- Strong problem-solving and decision-making abilities
- Skilled at working well with others and building positive relationships
- Thrives in high-pressure situations and can manage multiple tasks effectively
- Experienced in leading and motivating teams
- Proactive self-starter with high level of motivation
- Confident and energetic, with positive attitude and solutions-oriented mindset
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Timeline
Auditor
Commercial Bank of Dubai
01.2018
Follow-Up Officer
Commercial Bank of Dubai
01.2018 - 01.2021
Customer Service Representative
bank of Dubai
01.2014 - 01.2018
Joba University
Bachelor of Science from Community Studies and Rural Development