SHERIF AHMED EL-KELENY
Sharjah,UAE
Summary
Skilled professional specializing in email management, invoicing, and project planning. Proficient in Microsoft Office tools, team leadership, and conflict resolution, with a track record of developing effective collection strategies and managing payment arrangements. Strong time management and problem-solving abilities enhance team communication and self-motivation. Committed to leveraging leadership and communication skills to drive organizational success.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Team Leader – Banking Collections
IDT
Dubai
2025.11 - 2026.05
- Assisted team of banking and customer service officers in reaching performance targets on a daily, weekly, and monthly basis.
- Monitored team effectiveness through KPIs, including productivity and customer satisfaction.
- Supported adherence to banking policies and internal compliance standards.
- Managed escalated customer issues and ensured timely resolutions.
- Facilitated training and coaching to enhance team member skills and service quality.
- Conducted regular feedback sessions with team members.
- Organised workload and managed queue distribution for efficient operations.
- Collaborated with management on process improvements.
- Prepared and shared performance reports with senior management.
- Contributed to achieving business goals related to collections and service quality.
Legal and Executions Assistant Manager (CMS)
DU Telecom
2025.02 - 2025.10
- Manage data privacy and protection compliance Identify outstanding account receivables
- Finalizing the project Invoices.
- Setting strategy for the project.
- Provide legal advice and guidance to management and other departments on a variety of legal matters.
- Managing and developing the legal team, including direct reports and junior members.
- Identify and assess potential legal risks and develop strategies to mitigate them.
- Filing cases against defaulter customers.
- Arranging settlement plans with the court and customers.
- Handling client tasks and requests.
Recovery and Collection Team Leader CMS (UAE)
DU Telecom
2018.02 - 2025.02
- Monitor accounts on a daily basis
- Identify outstanding account receivables
- Investigate historical data for debts and bills
- Take actions in order to encourage timely payments
- Process payments and refunds
- Resolve billing issues
- Resolve customer credit issues
- Contact clients and discuss their overdue payments
- Update account status records
- Prepare and present reports on collection activities and progress
- Handling and replying client and customers mails.
- Preparing schedules and tracking the payment progress.
- Skip tracing unreachable customers.
- Preparing payment arrangement.
- Handling large enterprise accounts.
- Tracking the team productivity daily basis.
Collection Agent
Raya Contact Center
, Egypt
2017.01 - 2018.01
- Company Overview: Etisalat UAE Collection
- Keep track of assigned accounts to identify outstanding debts
- Plan course of action to recover outstanding payments
- Locate and contact debtors to inquire of their payment status
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- Investigate and resolve discrepancies
- Create trust relationships with debtors when possible to avoid future issues
- Update account status and database regularly
- Alert superiors of debtors unwilling or unable to pay when necessary
- Comply with requirements when legal action is unavoidable.
- Etisalat UAE Collection
Customer Service
Dubai International Airport
, UAE
2013.05 - 2015.05
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Guiding the passengers for directions as per their needs.
- Contributes to team effort by accomplishing related results as needed.
Education
B.ED - Bechlor Of Education, English Department
Tanta University
Skills
- Email management
- Invoicing
- Communication skill
- Problem solving
- Time management
- Microsoft office skills
- Project planning
- Team communication
- Self Motivation
- Negotiation skills
- Good Communication Skills
- Communication skills
- Payment arrangement negotiation
- Team leadership
- Collection strategy development
- Conflict resolution
- Excellent communication
- Leadership proficiency
Certification
- UAE Driving License, 2020-01-01
- Top Achiever of the Year Certificate from du client, 2019-01-01
- Top Achiever of the Year Certificate from CMS, 2019-01-01
- Top Achiever Certificate from Raya Contact Center, 2017-01-01
- Amadeus (Basic + Advanced) Course, 2016-01-01
- Customer Service Certificate (Dubai International Airport), 2015-01-01
- I.L.C Certification, 2014-01-01
- Diploma from American Academy in California, 2014-01-01
- Computer Course (Excel / PowerPoint/ Word), 2008-01-01
Personal Information
Languages
5,C1
Languages
Arabic
English
Hobbies and interests
- Football.
- Traveling .
- Cinema .
- Movies.
Timeline
Team Leader – Banking Collections
IDT
2025.11 - 2026.05
Legal and Executions Assistant Manager (CMS)
DU Telecom
2025.02 - 2025.10
Recovery and Collection Team Leader CMS (UAE)
DU Telecom
2018.02 - 2025.02
Collection Agent
Raya Contact Center
2017.01 - 2018.01
Customer Service
Dubai International Airport
2013.05 - 2015.05
B.ED - Bechlor Of Education, English Department
Tanta University