SAMI YOUNIS ALAFGHANI
Sharjah
Summary
Passionate Customer Service Advisor promoting lasting customer satisfaction through top-notch service and unparalleled support. Proficient in Banking best practices and related financing options. Effectively driving revenue with skilled promotional and problem-solving abilities.
Diligent [Desired Position] with proven ability to manage and lead teams effectively. Successfully implemented process improvements that enhanced operational efficiency and team productivity. Demonstrated strong problem-solving and communication skills to drive team success.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Skilled professional ready to excel in leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards.
Overview
10
10
years of professional experience
Work History
Supervisor
Al Retouche Al Malakia Contracting Company Aug 2024 – Present
08.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
Finance and Insurance Handling
Ultimate motors
08.2022 - 07.2024
- Handling all relating to insurance and finance
- Responsible for providing exceptional customer service while assisting customers with products intended to protect their vehicle purchase.
- Works with lenders to obtain financing approval and completes all vehicle purchase and associated paperwork.
- Provide customers with protection package information.
- Facilitate financing options and prepare documentation.
- Ensure that all finance paperwork is fully compliant with local, state and federal guidelines prior to submitting completed documentation to lenders for approval.
- Ensure the expeditious funding of all contracts.
- Structure deals for maximum profitability and collectability.
- Maintain required certifications and licensing for the situation.
- Assist sales team with active customer engagement.
- Establish and maintain good working relationships with lenders and insurance sources.
- Train F&I Executives on how to properly respond to F&I questions.
- Presenting a transparent opportunity to customers detailing their financing options and products to enhance their vehicle ownership experience.
- Meet and exceed all targeted sales goals and maintain a high customer satisfaction rating.
- Implementing efficient procedures and policies for F & I department.
- Ensure payments are collected as per agreed terms and conditions.
- Manage the departmental staff for good productivity.
- Commission collection from bank and Insurance Company on timely manner.
- Accomplish all other jobs assigned by the reporting authority.
- Collecting the payments
- Handling all RTA regulations
- Customer care
Customer Service Representative
ADIB
04.2018 - 05.2020
- Company Overview: CALL CENTER
- Handle 100+ customer interactions per day, giving detailed, personalized, friendly attention to ensure customer retention
- Memorized all company products and services to be able to answer all customer questions quickly and efficiently, and make relevant upsells
- Greet clients over the phone and inquire into their purpose of calling
- Listen carefully to clients while making notes of information both mentally and actually
- Ask questions to determine nature of problem or query
- Provide clients with the desired information
- Verify clients by asking the predefined date of birth, name and passcode questions
- Provide clients with the information once verification has been established
- Assist clients through online and phone banking problems
- Instruct clients about security concerns regarding their accounts and online transactions
- Provide clients with information on account status and check/instrument clearance
- CALL CENTER
Walk-in Customer Service Representative
SALIK
01.2016 - 01.2017
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs
- Produce call reports
Education
Bachelor of Business Administration - Finance
Skyline University College
04.2015
Skills
- Customer focused
- Leadership
- Team leadership and motivation
- Customer retention
- Queue management
- Data confidentiality
- Negotiation
- Quality Assurance
- Administrative support
Languages
Arabic: First Language
English: C1 Advanced
Timeline
Supervisor
Al Retouche Al Malakia Contracting Company Aug 2024 – Present
08.2024 - Current
Finance and Insurance Handling
Ultimate motors
08.2022 - 07.2024
Customer Service Representative
ADIB
04.2018 - 05.2020
Walk-in Customer Service Representative
SALIK
01.2016 - 01.2017
Bachelor of Business Administration - Finance
Skyline University College
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