Mahmoud Attar

Experience

• 

  Syriatel Mobile Telecom

  Jan 2009 - Nov 2011

  Team Leader and Call Center Representative

  Training the CSR to respond to customers questions and complaintsAnswering agent questions regarding best practices or difficult calls.Monitoring and evaluating CSR performance.Preparing reports, analyzing data to the management.

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  Aafaq Islamic Finance PSC

  Jan 2012 - May 2024

  Managed a team of 60 employees across 27 outlets in UAE, utilizing effective sales management and business development skills to achieve exceptional results.Led all facets of the sales and customer service department, including setting objectives and targets, coaching and performance monitoring of sales representatives, recruiting, monitoring quality management, excellence model, risk management, cost, and budget management, showcasing strong management and leadership skills.Demonstrated a commitment to improving customer service by providing necessary training to the team, resulting in winning the Dubai Excellent Service Award in 2022 and reducing valid complaints by 80%.Successfully implemented a strategic sales plan, utilizing effective business strategy and achieving exceptional sales growth and exceeded sales targets.Achieved an impressive 123% increase in sales of cards and 142% increase in Deposits, utilizing strong sales and account management skills.Developed and implemented a customer loyalty program resulting in a 20% increase in customer retention rates, utilizing creative thinking and effective problem-solving skills.Oversaw the recruitment and development of competent and hardworking staff, demonstrating effective people management skills.Contributed to increasing the Emiratization at the outlets to reach 45%.Provided exceptional customer service and resolved high-level problems, demonstrating strong conflict management and problem-solving skills.Ensured total compliance with company policies, and UAE central bank consumer protection regulation, showcasing effective organization skills.Conducted regular market research and competitor analysis, utilizing strong analytical and decision-making skills, to identify trends, opportunities, and threats, and adjust strategies accordingly.Provided regular and detailed performance reports to senior management and other stakeholders, showcasing effective communication and quality assurance skills. Show less Managing a team of 4 supervisor and 120+ CSRs operating in 70 locations through UAE outlets.Ensure a timely service to customers by overseeing the allocation and coordination of all teller staff, regularly reviewing staff attendance and overtime claims.Responsible for all staff matters, in liaison with the supervisors, including leave planning, sick leave, passport retention, overtime etc.Assist with regular training needs analysis and arrange training to ensure staff is thoroughly familiar with products and services and their customer service skills are of a high standard.Resolve any problem that is escalated from the supervisors and the customers.Monitor the requirements of the DSES and ensure total compliance. Show less Random site visits to ensure policies and procedures are being implemented.Lead the implementation of customer relationship management (CRM) across business sites to include gathering inputs from end users, management and concerned parties and relay to supplier.Monitoring and evaluating call center team performance and preparing reports, analyzing data to the management.Follow up on complaints from customers and staff, ensure resolution is satisfactory.Monitor the requirements of the DSES and ensure total compliance.Follow up on requirements, visit and align the participating outlets to standards and policies.Conduct applicable training to staff on standards, policies and procedures Show less Supervise a team of 31+ CSRs operating in 15 locations in Dubai outlets and maintain positive relations with the customers.Responsibilities include staff attendance, ensure company policy on uniform, leave planning, sick leave, passport retention, overtime , performance monitoring, organization, co-ordination of the day to day , motivate, develop, trained, answering all questions and supervising the workload of team.Ensure total compliance with company policies and procedures.Maintaining customer service standards and resolving any kind of complaint. Be aware of DSES award requirements and ensure all staff and outlets are in compliance with this.Coordination with other departments to resolve problems of employees. Show less

  • Business Outlets Manager

    Jan 2018 - May 2024

  • Business Outlets Assistant Manager

    Jan 2016 - Dec 2017

  • Senior Quality Assurance Officer

    Jan 2015 - Dec 2015

  • Area Supervisor

    Jul 2013 - Dec 2014

  • Customer Service representative

    Jan 2012 - Jun 2013
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  IVY Luxury Holiday Homes L.L.C

  May 2024 - now

  Managing Director

  Develop long-term plans to enhance company growth.Set goals and vision for the company and ensure their achievement.Oversee daily operations to ensure efficiency and effectiveness.Ensure all operations align with established policies and procedures.Evaluate employee performance and provide continuous feedback.Develop and implement marketing strategies to increase bookings.Monitor and analyze market trends and competition.Create budgets and financial plans.Monitor financial performance and ensure financial goals are met.Oversee revenue and expense reports.Implement new technologies to improve services and operations. Show less