MOHAMED AHMED ISSAWY AHMED BAKR
Dubai, UAE • +97564418570/+971561585346 • m.esawy10@yahoo.com

BUSINESS DEVELOPMENT • CUSTOMER SERVICE • RELATIONSHIP MANAGEMENT

• A multifaceted Business Development & Customer Service Management professional having 12 + years of extensive work experience with a robust track record of outstanding performance catering to Corporate Services, Builders & Developers, Retail Banking and Telemarketing sectors.
• Proficient in management of day to day customer service management operations with the ability to retain the existing customer base and capitalize on opportunities for business expansion and resolution of customer complaints and grievances.
• Hands on in portfolio management, process improvement in the retail banking environment with established credentials in making sound decisions and giving recommendations.
• Pragmatic, with proven managerial acumen and abilities to withstand work pressures, deliver assignments within specified time frame without compromising on quality benchmarks.
• An out-of-the-box-thinker, flexible, easily adaptable, innovative with the ability to offer broad organizational perspective and results-driven approach to activities and projects.

Career Objective: Targeting a managerial role in the Corporate Service/Banking sector to lead the business development and customer service department as a manager and apply professional competencies, domain knowledge and leadership skills to productively mobilize funds and contribute to profits.

PROFESSIONAL WORK EXPERIENCE

Islamic Finance Executive, July 2017 to Present
Abu Dhabi Islamic Bank (ADIB)
Significant Achievements:
• Achieved the allocated targets assigned by the management strategically implementing the action plans designed by the marketing department.
• Identified potential customer to conduct sales visits, build robust relationship to procure incremental sales and expand the existing customer base.
• Ensured total customer satisfaction addressing all queries and grievances to ensure resolution of critical issues in an amicable manner.
• Provided the management with valuable market feedback pertaining to competitor activities, new product launches and market trends.

Key Responsibilities:
• Implement marketing strategies designed by the management to focus on the target customers and achieve the set goals and objectives.
• Build strong business relationship with the existing customers, professionally addressing individual queries, inquiries and grievances adhering to the organizational policies and protocols.
• Focus on the target customers to address individual needs through execution of planned sales visits for one to one interaction to probe the scope for business enhancement.
• Enhance the visibility of the product portfolio highlighting the unique features and benefits offered to the clients providing option to choose from the range of products offered.
• Submit mandatory documents and reports maintaining accuracy and adhering to the set time deadlines to assist the management with information for further deliberation.
• Conduct review of sales performance periodically as mandated by the management, highlighting variances and generating solutions to address the discrepancies.
• Monitor market trends, customer demands and competitor activities to report to the management and devise action plans to en-cash on the opportunities available.

Customer Service Officer, May 2014 to July 2018
First Abu Dhabi Bank (FAB)
Significant Achievements:
• Identified potential customers to implement action plans, highlight the products available and addressed queries to achieve high level of conversion and generated incremental sales.
• Built robust business relations to implement marketing strategies and successfully achieved the set targets through cross selling of products.

Key Responsibilities:
• Addressed inquiry calls and managed existing customers focussing on the needs and requisitions to highlight the product portfolio best suited to satisfy the individual customer requisition.
• Managed to resolve customer complaints and grievances as per the policies and protocols devised by the management to ensure retention of the existing customers and conversion of new customers.
• Assisted the customers choose the financial products and services that suit their requirements to enable achieve high level of customer satisfaction.
• Generated sales lead for bank products including personal loans, credit cards, credit facilities and Bancassurance enhancing the overall product visibility and implementing effective cross selling techniques.
• Encouraged the customers to avail facilities including wire transfer of funds and make utility payments thought the online channels and IVR service.
• Ensured preparation and submission of the mandatory reports and financial statements adhering to the quality parameters and the time deadlines.
• Kept the data base up-to-date making all the necessary entries regarding new customers and inquiries to follow up on and broaden the coverage of the organizational promotional plans. • In charge of interacting with clients and providing them proper information concerning the products and the services offered by a certain bank.

Sales Executive/Customer Service Representative, January 2014 to May 2014
Etisalat Telecommunication, Dubai
Significant Achievements:
• Worked closely to coordinate with the network team and technical team to maintain a continuous knowledge of service status in order to identify potential issues and/or opportunities within or related to the service.
• Resolved billing and service complaints and referred grievances to designated departments for further investigation and ensured speedy resolution of issues.

Key Responsibilities:
• Managed the client communication and addressed critical issues to ensure efficient resolution of conflicts adhering to the organizational policies.
• Conducted review of all the major deliverables including strategic brief, functions spec and tech spec as per the expectation of the management.
• Updated with the product knowledge to address customer queries and maintained the quality standards for service delivery to meet the client expectations.
• Followed up on existing clients to ensure renewal of contracts and retained the existing customers guarding against competitor activities.
• Engaged with new potential customers conducting research on accounts, addressing queries and building strong business relationship.

Assistant Restaurant Manager, January 2010 to December 2013
Kuwait Food Company, Americana, UAE
Significant Achievements:
• Improved sales performance and generated incremental revenue attracting customers with quality of service, optimum product pricing and prompt servicing.
• Projected a highly professional image of the organization with high level of cleanliness, proper uniforms for the staff members and adhering to the highest level of appearance standards.
• Maintained consistent Food Safety protocols to provide consistent high standards of food products to suit the individual customer needs and expectations.

Key Responsibilities:
• Responsible for the overall management of operations and customer service management adhering to the SOP designed by the management.
• Imparted training to on-board new recruits to achieve the goal of shaping up the new team members to achieve the objectives set by the management through apt execution of their responsibilities.
• Implemented promotional strategies to create greater visibility of the organization and its product range highlighting the competitive product pricing and quality of service to attract new customers.
• Managed the processes to minimise the costs and controlled the food, beverage, supply, utility and labour costs to enhance the organizational profitability.
• Monitored the inventory levels on a daily, weekly and monthly basis to prevent overloading of slow moving items and prevent scarcity of fast moving products.
• Prepared the mandatory reports including sales analysis and sales forecasts with high level of accuracy to submit to the management within the specified time frame.

Banking Sales Executive, September 2008 to December 2009
Barclays Bank, Egypt
Significant Achievements:
• Analysed market trends to explore new opportunities and generated sales promotional plans to tap potential customers and achieve the allocated targets set by the management.
• Maintained up-to-date product knowledge to efficiently handle customer service and make effective product presentation to ensure maximum conversions.

Key Responsibilities:
• Managed the implementation of the strategic action plans to generate new business and achieved the development objectives set by the management.
• Handled the servicing of a large base of accounts monitoring the investment accounts sold to clients and kept track on the changing market scenario to maximize the operational profits.
• Created brand image and built a reputation for the branch rolling out exemplary service to cater to and meet the customer expectations pertaining to financial services, finance management and creating value for customer investments.
• Ensured timely and accurate submission of the reports and statements as per the requisition of the management maintaining the expected level of accuracy and punctuality.

PREVIOUS WORK EXPERIENCE

Ring (Samsung and Nokia care), Sales & Customer Care Specialist, September 2007 to September 2008.
Role & Responsibilities: Managed sales services for the assigned products including Samsung & Nokia Mobile Phones. Addressed customer inquiry calls and handled customer complaints to ensure total customer satisfaction. Handled administrative issues as and when required.

Al Fouad Free Zone (Automotive), Sales Accountant, June 2007 to September 2007
Role & Responsibilities: Reviewed the invoicing processes to ensure accuracy along with various other accounting documents and records. Updated and maintained the accounting journals, ledgers and other records detailing financial business transactions. Managed data compilation and the preparation of the mandatory reports. Reconciled records with internal company employees and management; external vendors and customers to recommend action steps for resolution of discrepancies.

Sales Representative, May 2006 to May 2007
Role & Responsibilities: Implemented strategic marketing plans designed by the management to achieve the allocated sales targets and revenue. Addressed customer inquiries and grievances. Monitored market trends, competitor activities and promotional schemes to update the management. Prepared mandatory reports to submit within the allocated time frame.

TRAININGS & CERTIFICATIONS:
• Sales technics and customers type course ADIB 2018
• Information Security Awareness & FATCA with Money Laundering Courses, FAB Academy, 2017
• Combating Fraud Bribery & Corruption Courses, FAB Academy, 2017
• Striker Program (Banking Attitude Experience), NBAD Academy, 2016
• Sales Tricks & Technique Course, ETISALAT – DUBAI, 2014
• Local Store Marketing Course, UAE –Americana HRD, 2012 & 2013
• Customer Service Training Course & Customer Mania, Americana, 2011
• Food Safety & Chemical Material Treatment Course, Americana, 2011
• Food Safety Training Course, Syscom Institute – UAE, Americana, 2011
• Handling Customer Complaints Course, Ring Distribution, 2008

SEMINARS & WORKSHOPS:
Seminar on Sales Routine, Nokia Academy, 2008.

EDUCATION
B.Sc (English) Commerce – Major Accounting, Alexandria University, Egypt, 2007

Computer Skills
Operating Systems – XP, Vista, Windows 7 & Windows 8, Oracle System, Graphic Programs, Internet Surfing, MS Office and handling of various Software Programs.

PERSONAL DETAILS
Nationality: Egyptian
Date of Birth: 7th December, 1985
Language Proficiency: Arabic & English Passport No: A01019469 valid till: December 2024