Summary
Overview
Work history
Education
Skills
Websites
Accomplishments
Languages
Personal Information
Custom
References
Timeline
Generic
NASRIN BABIKER MOHAMED

NASRIN BABIKER MOHAMED

Abu Dhabi,UAE

Summary

Accomplished professional with extensive expertise in sustainable development, governance, and international cooperation. Demonstrates exceptional skills in stakeholder engagement, public relations, and strategic planning. Proven track record in crisis response, conflict resolution, and capacity building. Adept at data analysis, impact reporting, and compliance management. Proficient in CRM and digital tools such as AOM, AVAYA, ITQAN, Flexcube, and NI Vision+. Strong leadership abilities with a focus on staff management, training and development. Committed to enhancing organisational performance through process improvement and effective communication.

Overview

20
20
years of professional experience
4
4
years of post-secondary education

Work history

Operations & Service Excellence Team Leader

Abu Dhabi Commercial Bank (ADCB)
Abu Dhabi, UAE
01.2009 - 04.2024
  • Directed large-scale service operations of over 500 personnel, significantly improving efficiency and service quality aligned with international governance standards.
  • Implemented strategic initiatives that boosted stakeholder satisfaction by over 15% and effectively reduced complaints by establishing clear communication channels.
  • Developed robust crisis management plans ensuring operational continuity during national emergencies, technological disruptions, and other crises.
  • Enhanced team performance by 30% through targeted professional development programs and clear performance metrics.
  • Drove a data-driven organizational culture, employing advanced analytics for improved decision-making and resource allocation.
  • Ensured compliance with internal controls, governance frameworks, and international regulatory standards.
  • Collaborated effectively with diverse stakeholders, promoting cross-departmental synergy and effective governance practices.
  • Encouraged open communication, fostering a positive work culture.
  • Coordinated daily tasks, ensuring smooth workflow within the team.
  • Handled employee grievances professionally, minimising potential workplace disputes.
  • Implemented new working methods which improved overall efficiency of the team operations.
  • Resolved conflicts effectively, promoting harmony within the workforce.

Digital Services Specialist

ADCB
Abu Dhabi, UAE
01.2005 - 12.2008
  • Provided expert support across secure digital platforms, facilitating efficient, compliant, and reliable stakeholder interactions.
  • Led stakeholder education initiatives, improving digital literacy and reducing service-related inquiries by 25%.
  • Played a key role in digital transformation projects, enhancing accessibility and security of organizational services.
  • Managed complex service issues, reinforcing organizational credibility and stakeholder trust.
  • Ensured consistent adherence to confidentiality and ethical standards in all stakeholder interactions.

Stakeholder Relations & Service Advisor

ADCB
Abu Dhabi, UAE
04.2004 - 01.2005
  • Delivered high-quality customer service, achieving quality assurance scores consistently above 85%.
  • Supported strategic outreach campaigns to increase stakeholder awareness and engagement.
  • Efficiently managed stakeholder inquiries, significantly enhancing overall satisfaction and service perception.
  • Provided strategic feedback to leadership for continuous process improvement and operational enhancements.
  • Kept abreast of the latest automobile technologies, enhancing ability to guide clients on car maintenance practices.
  • Managed challenging customer situations for resolution and customer retention.
  • Handled administrative tasks for effective service delivery.
  • Collaborated with team members for improved service performance,.
  • Communicated with potential and existing customers in-person, over telephone and via webchat.

Education

Bachelor of Business Administration - Business Administration

Khartoum Faculty of Technology Management
Sudan
08.2000 - 08.2004

Skills

  • Sustainable Development & Governance
  • Humanitarian Assistance & International Cooperation
  • Stakeholder Engagement & Public Relations
  • Capacity Building & Training
  • Crisis Response & Conflict Resolution
  • Strategic Planning & Implementation
  • Data Analysis & Impact Reporting
  • Compliance, Ethics & Risk Management
  • CRM & Digital Tools: AOM,AVAYA & ITQAN
  • CRM & Digital Tools: ,Flexcube & NI Vision
  • Goal setting expertise
  • Public speaking
  • Leadership skills
  • Performance appraisals
  • Staff management
  • Staff appraisals
  • Process Improvement
  • Finance management
  • Training and Development
  • Issue resolution
  • Microsoft Excel
  • Key Performance Indicator (KPI) management
  • Staff complaint management
  • Employee performance reviews
  • Team performance data analysis
  • Business Intelligence (BI) data visualisation
  • Escalated complaint handling
  • Communication excellence
  • Report-writing
  • Interpersonal communication
  • Cultural awareness

Accomplishments

  • Improved stakeholder retention by 15% through proactive communication and service enhancements.
  • Recognized repeatedly for leadership excellence, operational efficiency, and commitment to stakeholder satisfaction.
  • Increased team productivity by 20% via targeted training and structured capacity-building programs.
  • Successfully managed multiple organizational crises, ensuring continuity and maintaining stakeholder confidence.

Languages

Arabic
Intermediate
English
Elementary

Personal Information

Nationality: Sudanese

Custom

Available upon request.

References

References available upon request.

Timeline

Operations & Service Excellence Team Leader

Abu Dhabi Commercial Bank (ADCB)
01.2009 - 04.2024

Digital Services Specialist

ADCB
01.2005 - 12.2008

Stakeholder Relations & Service Advisor

ADCB
04.2004 - 01.2005

Bachelor of Business Administration - Business Administration

Khartoum Faculty of Technology Management
08.2000 - 08.2004

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NASRIN BABIKER MOHAMED