MOHAMMAD ADNAN HAMDAN

• Executed customer transactions regarding cash, money orders and money exchange.
• Proficient in exchanging 30 different currencies.
• Maintained balancing record with 100% rate of accuracy.
• Proficient in using computers and other office equipment.
• Exceeded monthly sales goal.
• Recorded amounts received and prepared reports of transactions.
• Processed exchange and foreign currency.
• Maintained friendly and professional customer interactions.
• Trained new employees regarding money exchange procedures and cash drawer handling.
• Performed all duties as assigned by supervisor
  

▪ Handling all client accounts, debit cards, and credit card inquiries.

▪ Opening credit card disputes; Handling new credit cards and loan requests.

▪ Dealing with all other client inquiries and referring them to the concerned department.

▪ Telesales of credit card loans and mortgages.

▪ Resolve clients’ requests regarding ADCB's services via inbound call, email, and or chat (average of 70-100+ contacts per day).

▪ Ensure customer requests are resolved timely, efficiently, and effectively while addressing the customers' short-term & long-term needs.

▪ Leverage ADCB’s innovative technology solutions and systems to process customers’ requests.

▪ Identify, resolve, and or escalate risks that may impact the business.

▪ Provide customer experience feedback along with recommended enhancements.

▪ Handled all types of stationary works including printing, books and subjects research, Typing, Searching, Translation, etc.

▪ Maintained files and updated reports of clients.

▪ Recorded day-to-day financial transactions and completed the posting process.

▪ Met monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and other performance metrics.

▪ Monitored and evaluated agents’ daily performance, including calls, emails, and all social media interactions, after-work monitoring, review productivity, and attendance reports as well as coach staff members to improve performance.

▪ Ensured that the Contact Centre Operations are in line with best practice by ensuring that agents maintain set standards,documenting breaches, and providing feedback to management. Ensured that customers’ questions are answered properly; complaints are resolved quickly as well as handling challenging/Irate customers as refereed by the contact center team.

▪ Real- Estate coordination and follow-up for payments.

▪ Designed and implemented plans for new merchant’s acquisitions through the issuance of LPO s and follow up the delivery tothe clients.

▪ Achieved growth and hit sales targets by successfully managing the sales team.

▪ Design and implement a strategic sales plan that expands the company’s customer base, increases utilization, and maintains astrong presence.

▪ Set individual sales objectives for the sales team while coaching and monitoring their performance.

▪ Developed and maintained strong, long-lasting customer relationship management infrastructure.

▪ Presented sales, revenue, and expenses reports and realistic forecasts to the management team.

▪ Identified emerging markets and market shifts while being fully aware of new products and competition status. ▪ Analyzed current trends in the market to set future goals for the compan