Customer Service Branch Manager
Resume:
Courses & Conferences
Languages
Professional Experience
Contact
Education
Phone
*.********@*****.***
Mississauga, ON
Address
Mohamad Kheir
B a n k i n g & S a l e s P r o f e s s i o n a l
Ambitious and hard working individual with 24+ years of international professional experience in the field of banking at the national level, working directly with clients and within team environments. My educational background is in Air Tourism and I enjoy working with diverse individuals. My experience combines team leadership, operations management and customer service. I am confident working with international and local client base and know how to build trust. I worked with two (2) organizations, moving upwards and seek to establish my career in an environment in which I can continue to grow. My best qualities are that I am a people's person, reliable and operational, I look forward to hearing from you. Self Development: Motivation Yourself to Perform - (E_Learning) Sales Skills: Overcoming Obstacled (E-Learning)
Sales Skills: Gaining Customer Commitment (E-Learning) Sales Skills: The Fundamentals (E-Learning)
Solution Selling : Effectively Closing A Sale (E-Learning) Solution Selling: Prospecting and Addressing needs (E-learning) Interpersonal Communication: Effective Communication (E-Learning) Interpersonal Communication: Listening Skills (E-Learning) Customer Relationship Management Fundamentals of CRM (ELearning) Microsoft Excel 2003 expert Part 1 (E-Learning)
E-Mail etiquette: E-Mail in the workplace (E-Learning) Supervised eight (8) commercial employees to ensure satisfactory relationship with customers
Create an environment that encourages team members to provide an exceptional customer experience; and a dynamic and engaging culture Identified quarterly training needs of employees, as well as new product launch training
Ensured that the team processed transactions within the Service Level Agreement
(SLA/TAT)
Reported MIS & KPI on a weekly, monthly and annual basis Team Leader
SEP 2019 - AUG 2021
Abu Dhabi Commercial Bank l U.A.E
Universal Federation of Travel Agents
Association (UFTAA)
International Air Transport
Association (IATA)
Geneva, Switzerland
Skyline College
English (Bilingual Fluency)
Arabic (Native Fluency)
Leadership & Managerial Experience
Assuring employees meet branch sales quotas, and customer satisfaction (using semi- annual customer satisfaction report)
Conducting monthly reviews with branch officers to ensure that minimum revenue quotas are met (Yearly Target Assist 72Million, Liabilities 36Million, Accounts 800 and Credit Card 360)
Providing personnel management, coaching and supervision of branch staff Prioritizing, managing and communicating promotional campaigns and product initiatives
Preparing action Plan and tracking measurement mechanism to ensure that the branch cross selling target are achieved toward profit maximization Branch Manager
JAN 2011 - SEP 2019
Union Nation Bank - UNB l U.A.E
Receiving and placing customer service telephone calls Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
Resolving customer complaints, managing database records, drafting status reports on customer service issues
Customer Service
Representative
MAY 1997 - MAY 2001
Union National Bank (UNB) l U.A.E
Sales & Customer Service Experience
Selling and promoting products to both existing and potential clients Performing needs analysis and cost-benefit analysis for clients Establishing and maintaining positive business relationships with clients Monitoring competitors’ sales activities
Assisting with corporate marketing strategies and expanding the company to new markets
Sales & Services
Representative
JUN 2001 - JAN 2002
Union Nation Bank - UNB l U.A.E
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Acknowledging and resolving customer complaints.
Customer Service
Officer
FEB 2002 - JUN 2006
Union Nation Bank - UNB l U.A.E
Supervising day-to-day operations in the customer service department. Responding to customer service issues in a timely manner. Creating effective customer service procedures, policies, and standards. Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
Implementing an effective customer loyalty program. Maintaining accurate records and documenting all customer service activities and discussions.
Assessing service statistics and preparing detailed reports on your findings. Customer Service
Branch Manager
JUN 2006 - JAN 2011
Union National Bank (UNB) l U.A.E
References from past
supervisors, colleagues and
managers available upon
request.
References
Customer Service
Process Improvement
Decision Making
Managing Processes
Staffing
Planning, Tracking Budget
Expenses
Analyzing Information
Developing Standards
Computer proficiency in
Word, PowerPoint, Excel
Relevant Skills
Sports Cars
Soccer
Movies
Music
Hobbies
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