MOHAMMAD MAISAM RIZVI
Dubai
Summary
Results oriented individual with over 7 years of experience in digital and contact center operations. Proven track record in contact center performance, enhancing digital strategies and leading high performance teams. Adept at fostering positive team environments, executing strategies that align with organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Manager – Digital & Contact Center Opera
Tanfeeth- Emirates Islamic Bank
01.2024 - Current
- • Lead and mentor a team of 40 employees, ensuring adherence to performance metrics and quality standard
- • Manage online/Mobile banking & WhatsApp Banking channels for contact center, resulting in 20% decrease in average response time
- • Lead and manage Emirati segment in contact center to enhance customer experience for Emirati customers
- • Implement Digital engagement strategies and straight through processing service request, resulting in 15% increase in customer satisfaction
- • Proposed and implemented process improvements to increase FCR
- • Analyze data and take decisions to ensure effective operations
- Analyze call center metrics such as AHT and service level agreements to reduce abandon calls
- Collaborate with IT to implement call center technology solutions and CRM integrations.
Team Leader – Digital & Contact Center Operations
Emirates Islamic Bank
03.2021 - 12.2023
- Responsible for managing approximately large number of employees
- Lead digital team on handling online banking/mobile banking queries and issues
- Manage digital transformation
- Root cause analysis
- Take up different projects for WhatsApp, chatbot, IVR and work on them
- Process improvements and enhancements
- Analyze data and take decisions to ensure effective operations
- Automate process for better customer experience
- Design customer journey on digital platforms
- Ensured team achieves goals consistently thorough Call Quality mentoring, coaching sessions, Productivity, Adherence and Attendance
- Investigated, Analyzed and Resolved outstanding Issues
- Analyzed individual team member personal data to pinpoint weaknesses, then schedule one-on-one training sessions to address possible factors and improve performance
- Established benchmarks for Quality, customer satisfaction, and management of new team members
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
- Reconfigured daily operations in light of anticipated and unforeseen obstacles
- Monitored and improved team performance to ensure operational targets were met or surpassed with consistency
- Produced monthly reports to update staff and management on challenges and successes.
ESCALATION OFFICER
Emirates Islamic Bank
08.2020 - 02.2021
- Manage 50 escalations in a day, respond and engage on critical issues that are time-sensitive
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Prepare reports and communication for senior management and clients
- Maintain up to date knowledge of product and service changes
- Make sure no case breaches out of TAT and maintain quality
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Trained new personnel regarding company operations, policies and services
- Handle supervisor calls.
CUSTOMER SERVICE ADVISOR
Emirates Islamic Bank
12.2016 - 07.2020
- Respond to customer inquiries, complaints and comments on daily basis, and determine corrective action for high-call volume department
- Handle priority customers and resolve their queries and complaints as PRB backup
- Handle team and their issues in absence of team leader as Team leader backup
- Handle customer accounts and resolve complaints; evaluate customer needs and recommend most appropriate products and services over phone
- Maintain high volume of quality work, while insuring highest confidentiality.
SALES REPRESENTATIVE
Lenovo | Information Technology
01.2009 - 01.2016
- Advising on forthcoming product developments and discussing special promotions
- Overlooking of overall sales and marketing activities of brand at exhibition
- Maintaining and tracking of regular stock and revenue reports
- Direct client dealing to assure customer satisfaction
- Used consultative sales approach to understand and meet customer needs
- Utilised various sales techniques to develop relationships with customers and drive sales
- Maintaining client database for follow ups and future sales.
Education
Masters Of Business Administration - International Business
Curtin University
Dubai01.2022
Bachelor Of Business Administration - International Business
Al Ghurair University
Dubai01.2019
A-Levels - Science & Mathematics
Pristine Private School
Dubai01.2013
O Level - Science
Al Sadiq Islamic English School
Dubai01.2012
Skills
- Customer service excellence
- Call center operations
- Project management
- Digital transformation
- Team leadership and development
- Process improvement
- Data Analysis and reporting
- Emotional Intelligence
- Strong communication and interpersonal skills
- Ability to work under pressure and meet deadlines
- MS Office
- Customer Relationship Management (CRM)
Accomplishments
- Awarded with the best performance award & a gold medal for Tanfeeth CCO every year
- Awarded the best seller award in Gitex for Lenovo
- Won ENBD GEM SAPPHIRE Award - Part of top 1% club of exceptional performance & best team leader award 2021 & 2022
- Managed & Lead the digital team - Won the best team Award 2023
Civilstatus
Single
Permit
UAE Driving License
Noticeperiod
30 days
Personal Information
- Date of Birth: 10/31/1995
- Nationality: Pakistan
- Visa Status: Employment visa
Certification
Lean Six Sigma Green Belt
Lean Six Sigma Yellow Belt
Languages
English
Advanced (C1)
Urdu
Advanced (C1)
Arabic
Elementary (A2)
Timeline
Assistant Manager – Digital & Contact Center Opera
Tanfeeth- Emirates Islamic Bank
01.2024 - Current
Team Leader – Digital & Contact Center Operations
Emirates Islamic Bank
03.2021 - 12.2023
ESCALATION OFFICER
Emirates Islamic Bank
08.2020 - 02.2021
CUSTOMER SERVICE ADVISOR
Emirates Islamic Bank
12.2016 - 07.2020
SALES REPRESENTATIVE
Lenovo | Information Technology
01.2009 - 01.2016
Masters Of Business Administration - International Business
Curtin University
Bachelor Of Business Administration - International Business
Al Ghurair University
A-Levels - Science & Mathematics
Pristine Private School
O Level - Science
Al Sadiq Islamic English School
Lean Six Sigma Green Belt
Lean Six Sigma Yellow Belt
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