Mohammed Ismail
Dubai,Dubai
Summary
Results-driven professional with expertise in communication, strategic planning, and stakeholder management. Demonstrates proficiency in document and complaint management, customer service, and project coordination using tools such as Primavera P6, JIRA, Confluence, SharePoint, and MS Project. Adept at streamlining processes to enhance efficiency while fostering collaboration across teams to achieve organizational goals. Committed to leveraging skills to drive impactful results in dynamic environments.
Overview
19
19
years of professional experience
1
1
Certification
Work history
Retention officer
Rak Bank
Business Bay, Dubai
09.2024 - Current
- Resolved over 50 daily customer queries via email, achieving 97% SLA compliance and enhancing retention by 15%.
- Streamlined service request tracking in SharePoint, decreasing resolution turnaround time by 25%.
- Coordinated with cross-functional teams and insurers, reducing insurance issue resolution time by 40%.
- Led outreach initiatives for high-risk customers, increasing NPS by 18% and lowering churn by 22%.
- Optimized sales scripts for compliance and conversion, raising upsell success rate by 12%.
- Audited over 1000 calls monthly to ensure quality and regulatory adherence, cutting compliance issues by 35%.
Manager
CompuCore Solution INC
Hyderabad, India
09.2021 - 07.2024
- Created data-driven WBS and schedules in Primavera P6, cutting project delays by 20%.
- Improved resource utilization by 30% through custom tracking systems and productivity dashboards.
- Delivered weekly EVMS reports and baselines that enabled 15% better budget adherence.
- Led EOT and delay analysis processes, reducing dispute resolution time by 50%.
- To minimize downtime and maximize productivity during shutdowns, focus on meticulous planning, clear communication, proactive maintenance, and efficient execution
Associate Manager
Freyr Software Solution
Hyderabad, India
07.2019 - 09.2021
- Drove product development cycles from requirements to UAT, cutting deployment time by 25%.
- Owned backlog grooming and sprint planning in Jira, enabling 20% increase in delivery velocity.
- Collaborated across functions to ensure 98% UAT success and defect-free releases.
Business Development Manager
Tanisha System INC
Hyderabad, India
08.2018 - 06.2019
- Accelerated delivery by 6 months via cross-team coordination and agile staffing solutions.
- Mitigated delivery risks and ensured 100% budget alignment across multiple high-stakes projects
Team lead
Abacus Service Corporation
Hyderabad, India
05.2015 - 06.2018
- Elevated client retention by 40% and boosted delivery efficiency by 80% through process redesign.
- Reduced operational costs by 10% through KPI-driven vendor and process optimization strategies.
Lead
Wisemen Consultant
Hyderabad, India
10.2012 - 03.2015
- Maintained 100% compliance in documentation and NOC handling across five major energy clients.
- Improved QA/QC coordination and reporting efficiency by 35% through streamlined SAP usage.
Sales/Phone Banking Officer
Abis Technologies
Hyderabad, India
07.2006 - 06.2012
- Exceeded ICICI Bank credit card targets by 20%, driving sustained revenue growth.
- Delivered first-contact resolution for 95%+ of banking queries, improving CSAT by 30%.
Education
Executive MBA - HR, Health and Hospital Management
IIBM
IndiaBachelor of Science - Biotechnology
Shobhit University
IndiaSkills
- Communication skills
- Strategic planning
- Stakeholder Management
- Document Management
- Complaint Management
- Customer Service
- Primavera p6
- JIRA and confluence
- SharePoint
- MS project
Certification
Primavera P6 from Zabeel International Institute of Management Dubai.
PMP from PMI
UAE Labour law from DOST Academy UAE
Training in CAMS from Learners Point Academy UAE
Timeline
Retention officer
Rak Bank
09.2024 - Current
Manager
CompuCore Solution INC
09.2021 - 07.2024
Associate Manager
Freyr Software Solution
07.2019 - 09.2021
Business Development Manager
Tanisha System INC
08.2018 - 06.2019
Team lead
Abacus Service Corporation
05.2015 - 06.2018
Lead
Wisemen Consultant
10.2012 - 03.2015
Sales/Phone Banking Officer
Abis Technologies
07.2006 - 06.2012
Executive MBA - HR, Health and Hospital Management
IIBM
Bachelor of Science - Biotechnology
Shobhit University
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