Head of Customer Service
Smart Interactive for Digital Brokerage
Total years of experience :8 years, 1 Months
❖ Customer Service Manager, January 2023- present.
o Providing Strategic Leadership: Develop and execute customer service strategies that align with company goals, ensuring a seamless customer experience
o Driving continuous improvement: Analyzing customer feedback, identifying areas of improvement, and implementing processes to enhance service.
o Team Management: Recruit, train, and coach a high-performing customer service team, providing ongoing guidance and performance feedback.
o Problem Solving: Handling escalated customer issues with efficiency and empathy, ensuring timely and satisfactory resolutions.
o Customer Satisfaction: Tracking key performance indicators (KPIs), analyzing customer data, and implementing initiatives to enhance customer satisfaction and loyalty.
o Process Optimization: Identify opportunities to streamline processes, improve response times, and increase first-contact resolution rates.
o Sales Support: Collaborating with the sales team to address customer inquiries, provide product information, and facilitate a smooth sales process.
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-Managing sales products and achieving sales objectives.
-Managing a portfolio of clients with all aspects of credit analysis, handing relations with corporate customers, managing relationships and providing advice and conducted credit proposals including risk analysis, applications of financials information and sector analysis.
-Working closely with corporate customers to understand their banking requirement, offering them proper package that optimize their business relation with the bank, and manage the profitability of the relationship.
-Performing initial risk assessment of the business and credit worthiness to build feasible proposals based on the bank policies.
-Preparing credit applications by studying market conditions, analyzing financial statements, cash flows, predicting and mitigating credit risk, and evaluating project feasibility.
-Planning and conceptualizing various strategies to achieve sales goals, meet prospective clients and emphasized their needs, within the products available.
-Back up to Team leader, assisting relationship officers manage their customer relationships and provide necessary guidance.
-Conducted credit due diligence, financial analysis, risk evaluation and prepared credit proposals.
-Called and personally visited potential, new and existing customers to facilitate new business.
-Increased sales by creating new relationships, manage accounts. Promote bank products.
-Maintained Good relationship with customers to maximize the value of those relationships.
-Provided assistance to the CEO in follow up with all concerned departments.
-Communicated to concerned function(s) feedback received from the CEO regarding any corrective measures or decisions to be taken with respect to projects.
-Assisted the CEO in preparing technical presentation/ reports for his official meetings.
-Maintained CEO’s appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.
-Acted as a point of contact at all times for the CEO’s Office.
-Ensure protection and security of files and records & Ensure personnel files are up to date.
-Performed any other tasks including any adhoc responsibilities as per the directive of the CEO.
Bachelor of Business Administration, Finance