Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Provided exemplary level of service to customers to extend relationships for future business opportunities.
Upheld strict quality control policies and procedures during customer interactions.
Counseled students individually on educational needs and growth patterns.
Counseled students on personal, academic, vocational and behavioral issues and actualized plans to remove obstacles to success.
Determined business development opportunities and implemented effective strategy for client acquisition.
Attended conferences and trade association meetings to represent company and promote products.
Compiled and submitted monthly and yearly reports.
Oversaw staff by delegating work and reviewing individual performance.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Interviewed, hired and trained new quality-focused customer service representatives.
Delivered continuous training to associates to maximize performance and customer relations skills.
Executive Manager, 02/2017 - 02/2018 Richemont – San Diego, CA,
Built strong rapport with clients and stakeholders over the telephone and in person.
Created and developed sales/marketing strategies, and business development plan.
Proactively grew my accounts through internal networking and negotiating long-term contracts.
Acquire new business, Incubate, Strategy planning, Accelerate, Funding & Management.
Handled the complete operations (Projections/Forecast/Planning and Development).
Achieved good results in 2 months after taking the business in hand.
Hiring and trainings/monitoring of employees for quality assurance.
Help setup the new international startup of iCareFix in Kuwait (Material/Staffing/Training).
Researched, reviewed and arranged meetings with new prospect companies.
Facilitating the entire sales process; cold calling, lead generation, closing sales.
Working with a wide customer base (DXB/KWT)
Closed new business leads, developed negotiating strategies by coordinating prospects goals and requirements with company objectives and procedures.
Oversaw daily operations of multiple business units.
Guaranteed overall delivery and quality of unit's offerings to customers.
Tracked monthly sales to generate reports for business development planning.
Motivated employees to share ideas and feedback.
Assessed team proficiencies, identifying and targeting areas for improvement.
Implemented effective customer service surveys to encourage feedback.
Identified and solved complex strategy problems to drive organizational goals.
Generated daily operational and sales reports for corrective action or continuous improvement.
Monitored progress by establishing plans, budgets and measuring results.
Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Team Leader/Supervisor, 01/2011 - 12/2016 Geo Group Inc. – Lawton, OK,
Operations Management:.
Did complete setup of CRM division for UMC (United Motors Company).
Responsible for operations& reporting for management.
Started my team with 3 agents in 2011, I had 36 people in my team in different regions by 2016.
Delegated daily tasks to team members to optimize group productivity.
Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
Responsible for hiring managing, training new quality customer service representatives.
Improved operations by working with team members and customers to find workable solutions.
Dealing with customers Via, Phone, Emails, Walk in, Digital Media (Face book/Twitter/UMC website) & other social web sites.
Analysis of work for each agent done individually by preparing reports daily, weekly and monthly and providing consisting feed back.
Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.
Expertise in selling service “NO”.
Done IVR recordings& offers in both languages Arabic & English for the 9200#,UMC / GMC and the main branch Auto- mall for both UMC & GMC.
Prepared Customer Service and Process Guide to train the rest of the departments in all the regions in KSA
Recognized by management for providing exceptional customer service.
Expert and MCI rules and assured the company follows them to avoid any monetary loss to the company.
Led employee training and development division by monitoring competency grids and identifying training needs for skill / competency up-gradation.
Designed and conducted customized training programs and ensured that training & development initiatives are aligned with the organizational goals and culture by utilizing contemporary pedagogy, learning tools and methodology.
Presented innovative recruitment methods to the whole recruitment team which was appreciated by the management.
Marketing Executive, 08/2009 - 12/2010 Mohammed Ali Al Hamrani Inter Trade Ltd – City, STATE,
TATA Motors and Machinery
Planned and organized public relations and promotional events.
Assist in the development of brand positioning, business development, marketing / launch plans & guide activities for respective brands across all customer touch points.
Determined target audiences for particular products and aligned campaigns with demographics.
Completed strategic competitive analysis by assessing strengths and weaknesses of competitors.
Used sales forecasting and strategic planning to verify sales and profitability of products, lines and services.
Collaborated with advertising and promotion managers to promote products and services.
Was looking after all Marketing activities & advertisement for TATA motors & Machinery which includes Forklifts (ATL & BTL).
Detailed and arranged travel arrangements and venue reservations for conferences and seminars for CEO and Chairman
Made professional MS presentation’s for CEO & COO.
Prepared sales & stock reports, sales targets, business plans, price comparisons, product comparison, promotion plans, management charts, etc.
Executed special objectives and projects in response to executive team and board member requests.
Preparing stock reports on weekly, monthly & yearly basis.
Juggled multiple projects and tasks to ensure high quality and timely delivery.
Loan Counselor HRD, 06/2008 - 03/2009 Bank Of America – City, STATE,
Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
Observed corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
Identified valuable solutions for customers with credit problems.
Negotiated payments for customers with delinquent loans.
Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Observed privacy laws to prevent breaches and protect data.
Spent ample time with each applicant to break down complex information into terms that easy to understand.
Understood customers financial situations and provided with different payment plans to retain the house.
Dealt with all Delinquent accounts and help customers from stopping them from foreclosure.
Helped the team to over come with emotional touch while debt collecting.
Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Customer Service Specialist, 10/2005 - 06/2008 GE Money Bank – City, STATE,
Documented conversations with customers to track requests, problems and solutions.
Assisted customers in making payments on accounts and setting up payment plans.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Strengthened team performance and productivity by training and inspiring team members.
Promoted as a PD in 6 months
Handled escalated customer service concerns to preserve revenue streams from key customers.
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