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Ibrahim Mohammed, Client relations officer

Ibrahim Mohammed

Client relations officer·ZAD fintech

Kuwait

High school or equivalent, Accounting and Management

Work experience

Total years of experience: 10 years, 6 months

Client relations officer

December 2025 - Present

ZAD fintech

Al Asimah, Kuwait

December 2025 - Present

« Excellent verbal and written communication skills
+ Proven ability in handling customer complaints and conflict resolution
+ Efficient problem-solving and decision-making skills
+ Ability to manage high-volume calls and muttitask effectively
Company industry:
Economics & Financial Consulting
Job role:
Customer Service and Call Center

Client Relations Officer

December 2025 - Present

Zad Fintech,

Al Kuwait, Kuwait

December 2025 - Present

• Led end-to-end client onboarding and KYC/AML verification for new investors, ensuring full compliance with CMA Kuwait
regulations and reducing onboarding errors.
• Managed a high-value portfolio of traders across Shariah-compliant U.S. equities, ETFs, and OTC instruments, serving as
the primary point of contact for escalations, queries, and account management.
• Improved transaction resolution speed by streamlining coordination between operations, compliance, and trading desk
teams — reducing average case closure time by an estimated 30%.
• Developed client proposals and internal process improvement presentations, enhancing onboarding efficiency and
reducing complaint response times by approximately 25%.
• Maintained high client satisfaction by proactively addressing deposit/withdrawal delays and service disruptions,
contributing to a measurable improvement in client retention.
Company industry:
Economics & Financial Consulting
Job role:
Customer Service and Call Center

Call Center Agent

June 2022 - Present

Boubyan Bank

Al Kuwait, Kuwait

June 2022 - Present

Company industry:
Banking
Job role:
Banking

call agent

December 2024 - July 2025

Safat Alghanim

Al Kuwait, Kuwait

December 2024 - July 2025

Company industry:
Home & Office Furniture
Job role:
Customer Service and Call Center

Call centre

December 2024 - July 2025

Safat Home Alghanim

Al Asimah, Kuwait

December 2024 - July 2025

+ Handling more than 120 inbound calls per day
« customer assitance with orders, product information and after sales support
+ handling complaints efficiently to ensure positive customer experience
Company industry:
Retail & Wholesale
Job role:
Customer Service and Call Center

Call centre

December 2024 - July 2025

Safat Home Alghanim,

Al Kuwait, Kuwait

December 2024 - July 2025

• Handled 100+ daily inbound and outbound customer interactions, resolving complaints efficiently and empathetically to
maintain positive experiences and contribute to repeat purchase rates.
• Coordinated with internal logistics and operations teams to track order statuses, manage service escalations, and ensure
timely issue resolution with a consistent first-call resolution (FCR) focus.
• Maintained above-target customer satisfaction scores throughout tenure by applying active listening, structured
problem-solving, and timely follow-up.
Company industry:
Retail & Wholesale
Job role:
Customer Service and Call Center

Call centre

June 2022 - October 2024

Boubyan Bank

Al Asimah, Kuwait

June 2022 - October 2024

+ Handled over 120 inbound calls daily, providing high quality customer service
+ Met and exceed monthly sales goals including loans and credit cards
+ Processed banking claims and ensured high level of customer satisfaction
« received a star award - employee of the month
Company industry:
Banking
Job role:
Customer Service and Call Center

Call centre

June 2022 - October 2024

Boubyan Bank,

Al Kuwait, Kuwait

June 2022 - October 2024

• Earned Employee of the Month recognition for outstanding sales and service performance — ranking among the top
performers in a competitive call Centre environment.
• Consistently exceeded monthly KPIs across personal loans, credit cards, and banking product upsells, contributing to
overall branch revenue targets
• Processed banking claims, disputes, and service requests with precision and full compliance adherence, maintaining zero
audit findings.
• Delivered 150+ daily customer interactions on average, sustaining high CSAT and NPS scores through empathetic,
solution-first communication.
Company industry:
Banking
Job role:
Customer Service and Call Center

call center agent

February 2019 - December 2020

National Bank of Kuwait - NBK

Al Kuwait, Kuwait

February 2019 - December 2020

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call centre

February 2019 - October 2020

National Bank Of Kuwait

Al Asimah, Kuwait

February 2019 - October 2020

+ Handled over 150 inbound calls daily, providing high quality service
+ Achieve monthly sales target including loans, credit cards and fixed deposits
Company industry:
Banking
Job role:
Customer Service and Call Center

Call centre

February 2019 - October 2020

National Bank Of Kuwait,

Al Kuwait, Kuwait

February 2019 - October 2020

• Provided comprehensive banking solutions across personal accounts, loans, credit cards, and fixed deposits — serving as
a trusted advisor for existing and new clients.
• Achieved monthly sales targets consistently, leveraging consultative selling techniques to cross-sell and upsell financial
products based on customer needs analysis.
• Built strong client rapport through professional communication, contributing to measurable improvements in customer
satisfaction and loyalty scores.
Company industry:
Banking
Job role:
Customer Service and Call Center

CAD consultant and design

April 2014 - October 2018

CAD

Al Asimah, Kuwait

April 2014 - October 2018

+ Organize and schedule meetings
+ Provide good offer ideas for market
Company industry:
Civil Engineering

Public Relations

April 2014 - October 2018

CAD

Al Kuwait, Kuwait

April 2014 - October 2018

• Managed client communications, coordinated meetings, and handled contract drafting and distribution in a fast-paced
consultancy environment.
• Developed market proposals and commercial offers, providing strategic recommendations to clients and internal
stakeholders.
Company industry:
General Engineering Consultancy
Job role:
Marketing and PR

Education

The english academy

July 2017

July 2017

High school or equivalent, Accounting and Management

Kuwait

GPA (percentage): 82%

GPA (percentage): 82%

The English Academy (IGCSE)

July 2012

July 2012

High school or equivalent, business

Kuwait

school

June 2012

June 2012

High school or equivalent, business

Kuwait

Skills

Contact Center
Expert
Contact Center
Expert
Customer Service
Expert
Customer Service
Expert
Callcenter
Expert
Callcenter
Expert
Customer Support
Expert
Customer Support
Expert
Customer Care
Expert
Customer Care
Expert
Sales
Intermediate
Sales
Intermediate
microsoft office
Expert
microsoft office
Expert
Crm system
Expert
Crm system
Expert
typing
Expert
typing
Expert
outbound
Expert
outbound
Expert
problem solving
Expert
problem solving
Expert
teamwork
Expert
teamwork
Expert
ACTIVE LISTENING
Intermediate
ACTIVE LISTENING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ENTRY
Intermediate
DATA ENTRY
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MOTIVATIONAL SKILLS
Intermediate
MOTIVATIONAL SKILLS
Intermediate
MULTITASKING
Intermediate
MULTITASKING
Intermediate
PROACTIVITY
Intermediate
PROACTIVITY
Intermediate
PROFESSIONALISM
Intermediate
PROFESSIONALISM
Intermediate
BANKING
Intermediate
BANKING
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
CONFLICT MANAGEMENT
Intermediate
CONFLICT MANAGEMENT
Intermediate
CONTRACT DRAFTING
Intermediate
CONTRACT DRAFTING
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
EMPLOYEE SATISFACTION
Intermediate
EMPLOYEE SATISFACTION
Intermediate
FINANCIAL SERVICES
Intermediate
FINANCIAL SERVICES
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PUBLIC RELATIONS
Intermediate
PUBLIC RELATIONS
Intermediate

Languages

English
Native Speaker
Arabic
Beginner

Training and Certifications

Training
MS office 2010
UAC training center
Feb 2019
MS office 2010
UAC training center
Feb 2019

Hobbies

  • football