Customer Service Manager

Qualifications Profile

Results-oriented, seasoned professional with extensive experience in banking and finance. Well-versed in developing strategic action plans to resolve complex situations and streamline revenue growth. Adept at managing group dynamics, as well as in building, motivating, and leading high-caliber teams of professionals. Equipped with articulate communication, negotiation, and interpersonal skills in building positive and long-term business partnerships with clients and professionals of all levels. Bilingual in English and Arabic. Areas of expertise include:

Risk Management and Mitigation

Assets and Liabilities

Regulatory Compliance

Customer Service

Operations Management

Proprietary Trading

Relevant Experience

Achkar General Trading § Dubai, UAE

Head of Dealings Project Manager 2014–2015

Provided expert leadership to daily foreign exchange and commodity trading operations, which included overseeing asset and liability positions; initiating proprietary trading to generate incremental revenue; and leading department personnel to achieve functional area goals. Led the operations of the Trading and Accounting departments, which involved leading employees to ensure that all business goals were met, as well as the position, risk, and profitability of the trading system. Coordinated with the assistant director in ensuring sustainability and growth of all programs and services.

Key Highlights:

Managed staffing requirements, which entailed recruiting, training, supervising, and terminating staff

Formulated and implemented innovative strategies to optimize shareholder value while positioning operating companies for maximized return on investment

Served as the organization’s representative to key stakeholders, business partners, and the public

Actively contributed to strategic planning, decision-making initiatives, and budget development and expense monitoring

Gold Standard DMCC § Dubai, UAE

Bullion Dealer, Precious Metals 2011–2014

Oversaw daily commodity trading and foreign exchange operations to successfully secure incremental income, manage asset and liability positions, and attain functional area goals. Rendered effectual support to real-time price quotations, client order management, client margin monitoring, off-premises deals, back office treatment and reconciliation, and direct buying and selling activities.

Islamic Brokerage for Financial Services (IBFS) § Abu Dhabi, UAE

Financial Broker Operations Officer 2007–2011

Utilized the order management system to effectively track and follow up on all client orders. Assumed responsibility in handling all back office operations and reconciliations. Initiated audits for all buy and sell orders, and generated and submitted daily reports to management. Led closing, clearing, and settling processes of the daily trade operations. Operated Equator to open and delete new and old accounts.

Key Highlights:

Directed trading operations, which included online trading buying or selling securities for private clients and institutions

Closely coordinated with investment analysts to conduct domestic and foreign financial markets and companies

Guided stock market traders to successfully secure the best market prices

Other Experience

Hussam Properties § Abu Dhabi, UAE

Sales Manager 2009–2011

Education and Credentials

Bachelor of Business Administration in Finance and Banking, 2007

United Arab Emirates University (UAEU) § Al-Ain, UAE

Certified Financial Broker: Abu Dhabi and Dubai

Technical Skills

NEO MetaTrader (4 and 5) Reuters Dealer Bloomberg RETS Horizon X-Stream Equator Microsoft Office

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