Customer Service Sales

Mohamed H. Taha, MBA, PMP

**** ************ ******, ******** **, L6M 0B5

905-***-**** *****@**.***

Linkedin Profile

10+ years of international business and technology transformation experience in financial services, manufacturing, distribution, and tourism industries, in multinational firms such as Barclays Bank, MARS and Proctor and Gamble. Fluent in English and Arabic. HIGHLIGHTED ACCOMPLISHMENTS

• Increased sales by 30% and customer service Net Promoter Index (NPI) by 10 points, by initiating new sales and service model for retail bank: analyzed customer experience net promoter index (NPIs) and sales targets, then restructured branch network into new regions and areas

• Decreased operational risk by 50% and introduced 3 new product structures, by leading treasury systems re-platforming for 3 front to back offices including FX, Money Market, Derivatives to create straight through processing (STP)

• Tripled IT capacity in the bank within 10 months by instituting 2 offshore centers for IT development and testing

PROFESSIONAL EXPERIENCE

ELAF GROUP, JEDDAH, KSA 2014 – 2015

Elaf Travel and Tourism Company is part of Kingdom of Saudi Arabia’s top 10 travel and tourism agencies OPERATIONS DIRECTOR

A 12-month supercharged transformation, to address aggressive top and bottom lines targets:

• Increased sales by 15% after one month and 30% after 3 months by implementing a daily sales and operations meeting for area sales managers and support functions such as IT, HR and Procurement, to review sales from previous day, set and review monthly targets and address issues such as new product creation, social media presence and unfair compensation

• Increased productivity by 20% by centralizing finance team under the CFO within 6 months: formed a project team to create new organization chart and draft new procedures and processes, resolved internal resource allocation issues, decreased finance department headcount by 20 employees

• Redefined talent management practices, hiring practices and procedures with the Head of Human Resources, by re-defining and setting high standards for recruitment, reporting, compensation structure and policy resulting in effective delivery of HR KPIs NATIONAL COMMERCIAL BANK, JEDDAH, KSA 2007 – 2013

Serving more than 4 million customers,in a 340+ branch network with 7,500+ employees and 3 Billion in profit (CAD) PROGRAM DIRECTOR 2012 – 2013

• Increased branch network by 66% in 3 years, by leading geographical footprint expansion strategy for retail bank branches; analyzed prospects of each city economically and socially taking into consideration competition; recommended strategy was approved by board

• Reduced operational risk for 350 branches by 33% within 6 months by overhauling 313 policies and procedures to enhance controls and improve customer service; prepared and delivered a presentation deck to executive management

• Initiated new sales and service model for retail bank: analyzed customer experience net promoter index (NPIs) and sales targets, then restructured branch network into new regions and areas with a cross functional team of 10, increasing sales by 30% and customer services NPI by 10 points

Mohamed Taha Page 2-905-***-****

OFFSHORING AND ASSISTED TRANSFORMATION PROGRAM DIRECTOR 2011 –2012

• Collaborated with 6 internal stakeholders to get buy-in for Request for Proposal (RFP) process and on qualifications for 15 IT suppliers

• Tripled IT capacity in the bank within 10 months by instituting 2 offshore centers for IT development and testing

• Raised the internal IT capabilities of nearly 30% or 70 IT employees by developing a scope and approach with IBM to redefine policies and frameworks in 7 disciplines including project life cycle (PLC), vendor management and business analysis, Business & IT architecture HEAD OF OPERATIONAL EXCELLENCE 2007 –2011

• Implemented operations and technology 3 year strategy including 6 strategic projects and programs such as loans, trade processing centralization and payment engine replacement within 2 years by hiring and coaching a team of 15 to focus on process improvements and change management within 1 year

• Decreased operational risk by 50% and introduced 3 new product structures, by leading treasury systems re-platforming for 3 front to back offices including FX, Money Market, Derivatives to create straight through processing (STP)

• Standardized project management methodology, tools, and forms and deployed company-wide within 18 months after getting buy-in from all internal stakeholders

• Improved the top management communications by 15% within a year measured by the employee opinion survey by establishing a team of 30 ambassadors to clearly articulate strategic information to 1500 operation and technology sector team members BARCLAYS BANK, EGYPT 2006 – 2007

The British bank, operating in Egypt, serving more than 127 thousand customers, in a 56 branch network with 1,500+ employees HEAD OF CHANGE

• Increased distribution presence from 8 to 50 branches and 10 to 100 ATMs in Egypt over 15 months and delivered growth strategy with a newly hired team of 12 Project Managers

• Captured 10 % market share during the first year of launching new asset products such as car and personal loans and credit cards by working with a cross functional team of 15

• Increased corporate bank revenues by 25% by prioritizing and launching several cash management products such as cheque clearing, bulk cash collection and forfeiture to corporate companies in 3 months and by working closely with IT and corporate relationship team to resolve conflicts and define requirements

CERTIFICATIONS

PMP Certification 2014

PRINCE2 Practitioner 2006

PROFESSIONAL DEVELOPMENT

Leadership connections program, Humber College 2015 High Performance People Skills for Leaders, London Business School 2011 Coaching Training, The partnership, Surrey, UK 2010 4 Roles of Leadership, Barclays Professional Training 2006 Project Finances and Accounting, Barclays Professional Training 2006 7 Habits of Highly Effective People, Procter & Gamble Professional Training 2003 Presentation Skills, Procter & Gamble Professional Training 2003 Maximizing Creative and Logical Thinking, Procter & Gamble Professional Training 2000 EDUCATION

Masters of Business Administration MBA, The American University in Cairo (AUC) Bachelor of Science, AUC, Major: Mechanical Engineering, Industrial VOLUNTEER

Government Community volunteer member, PMI, Southern Ontario, Toronto, ON 2015 Corporate Sponsorship Team Member, PMI, Lakeshore Chapter, Mississauga ON 2015

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