Customer Service Management

SAANI MOHAMMED

**** ****** **** **, *******, AB T3J 1K3

*************@*****.***/587-***-****

Highlights

Over eight years of project, budgetary, finance and real estate management experience both locally and internationally

Financial statements analysis and compilation, bank account statements reconciliation, and budgetary functions performance experience

Exceeded customer service expectations for various corporate clients which helped in client retention and increased profits

Proven team management capability; organized training workshops to train, motivate and maximize productivity

Effective interpersonal and communication/written skills; for example, experienced communicating with senior executives in person and in writing

Advanced Microsoft Word, Excel and Power Point; used for competitor analysis, sales forecasting and business presentation

Initiated and completed multi sector infrastructure projects worth hundreds of thousands of dollars

Utilized advanced Excel and Access skills to track project funds and prevent funds over runs

Work experience

Assistant Building Manager, Atrium on Queens Quay, Toronto, ON 2012-2014

Organized information sessions for residents on fire safety standards that led to decrease in the number of false fire alarms and water leakages in condos

Assisted in market surveys on trends in condo rents & fees which helped to keep the Atrium at the Queens Quay competitive in the Toronto housing market

Conducted apartment tours for potential tenants and answered queries

Used Microsoft Word and Excel in collecting and keeping careful records of rental payments

Implemented “10 Pledges of Customer Service” document representing core values of the Atrium on the Queens Quay on customer service excellence which helped boost customer service image of the property

Managed all day-to-day activities such as minor repairs and conflicts involving tenants, subcontractors and property management

Managed overall tenant relations, including promoting tenant satisfaction and streamlining services delivery by organizing yearly parties and mixers

Monitored janitorial staff to ensure cleanliness and safety in common areas

Worked as Secretary to the Condo Board helping owners to identify, develop and achieve community goals and objectives

Updated management regarding leasing of shared property such as Entertainment Center

Prepared and submitted monthly tenant visit logs in a timely manner

Deputy Chief Administrative Officer- Government of Ghana 2007-2011

Assisted in managing a multimillion dollar micro credit program that distributed a minimum of $800,000 to over 1,000 women entrepreneurs in Ghana resulting in increase in women entrepreneurs and decreased poverty among female headed households

Prepared reports, minutes, memos, speeches and other daily correspondence on various national developmental issues at local and national levels that resulted in a national gender mainstreaming program called Ghana Gender Responsive Budgeting Project

Networked with local and international organizations and individuals such as Dutch Embassy in Ghana to build consensus on critical subjects involving an annual budget of approximately $200,000

Provided leadership to various Heads of Departments at the municipal level to ensure sound implementation of programs and equitable development of the municipality

Saani Mohammed

Financial Analyst- Ministry of Finance & Economic Planning, Accra Ghana. 2003–2007

Created charts and diagrams detailing prior, current and projected revenues and expenditures that helped to streamline annual budgets and eliminate waste by 10% annually

Evaluated and reported on deviations of departmental projects which helped to minimize the misapplication and misallocation of funds saving hundreds of thousands in tax payer monies

Performed financial ratios including liquidity and profitability ratios and financial statements analysis to determine the solvency of businesses for purposes of award of government contracts and loans

Prepared Federal & State Taxes including payroll taxes, and unemployment taxes which led to increased taxes for government by widening the tax net

Prepared Financial Statement and Ratio Analysis then communicated financial information to Department Heads & Product Line Managers for accurate annual budget preparations, tracking and reporting

Communicated with Internal and External Auditors and satisfied requests for information

Investigated and corrected errors and discrepancies in financial entries, ledgers and reports

Used the BPEMS software program to track revenue and expenditure to ensure planned budgets were on targets and never exceeded

Education

Master of Business Administration- Vancouver Island University, Nanaimo, BC 2015

Master of Science in International Business- University of Hertfordshire, UK 2015

Relevant Courses- The Effective Manager, Management Decision-Making: Financial Analysis,

International Business, International Human Resources Management

Certified Course in Customer Service Excellence, O.T. E. C., Toronto, ON 2012

Certificate in Small Business Development, E.D.I, Ahmadabad, India 2011

Post Graduate Diploma in Management, GIMPA, Ghana 2006

Post Graduate Diploma International Development, Trent University, Peterborough, ON 2003

Bachelor of International Development, U.D.S, Ghana 2001

Training

SOFTWARE

Advanced Microsoft Office Suite Super User (charts, graphs, trend lines, powerful tables, advance pivot tables (slicers), logical formulas( If AND, OR Statements ), What-if Analysis (Data tables, scenario analysis, break even analysis), multiple-ifs, left, mid & right formulas, creating links, trim & clean, (to remove and clean unnecessary spaces), Sum-ifs, V-Lookup, Average-Ifs, Concatenate, Index & Match formulas, Len, Search formula, Count-ifs, data validation, nesting formulas (combine different formulas), conditional formatting, custom list) Microsoft Word super user, MS PowerPoint, MS Access, Oracle, MS Outlook, SAP,), and Workday

Emotional Intelligence and Conflict Management Skills

Volunteer Activity

Member of Ocean side Rotary Club, Nanaimo, BC

Member Toast Masters, Vancouver Island University, Nanaimo, BC

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