Mohammed Zahiruddin Fakir

+966-566445003

SMASCO, Hera Street, Madina Road, Jeddah, K.S.A

Professional Summary

· Career Summary

· Over 8 years’ experience as Client Service Supervisor, Senior Relationship officer Direct Sales Representative & Sales Executive in Operation, Sales &Customer Service departments of Manpower Supply, Banking, and Other Organizations.

· As leader of customer care department has taken a key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquiries and complex issues. Career Objective – Customer service management role in fast paced environment, where managing, leading and assuming responsibilities of all customer care activities and services, will ensure that the organization has broad-based, satisfied clientele.

Personal Information:

Date of Birth: 31-12-1979, Gender: Male, Marital Status: Married, Religion: Islam Passport No: Z 2669506, Nationality: Indian, Present Status: Live in K.S.A with Job (Resident Visa)

Academic Qualifications:

Qualification Level: B.S.W (Bachelor of Social Work) Institution: CMJ University Country: India Graduation Year: 2012

Qualification Level: B.I.T (Bachelor Of Information Technology) 66 Credit Institution: Manipal Academy of Higher Education (Deemed University) Country: India Passing Year: 2005.

Qualification Level: B.B.A (Bachelor of Business Administration) Institution: Jaipur National University, Passing Year: Continuing, Country: India

LANGUAGE SKILLS: English, Bengali, Hindi, Arabic

Skills Rename:

· Team leadership

· Strong verbal communication

· Staff development

· Data entry

· Project management

· Client assessment and analysis

· Self-motivated

· Extremely organized
· Process implementation

· Clerical support

· Skilled in: Windows, MS Office, Database with Access, Business Application, Object Oriented Programming and Oracle, CRM, and Dynamic AX.

· Inspection reviews
Work History:

Nov 2013 – Current. Jeddah, K.S.A

Operation Client Service Supervisor

Saudi Manpower Solutions Co.

Job Responsibilities include the following:

· Develop and implement customer service policies and procedures.

· Define and communicate customer service standards.

· Review and assess customer service contracts.

· Oversee the achievement and maintenance of agreed customer service levels and standards.

· Direct the daily operations of the customer service team.

· Plan, prioritize and delegate work tasks to ensure proper functioning of the department.

· Ensure the necessary resources and tools are available for quality customer service delivery.

· Review customer complaints.

· Track customer complaint resolution.

· Handle complex and escalated customer service issues.

· Monitor the accuracy of reporting and database information.

· Identify and implement strategies to improve quality of service, productivity and profitability.

· Liaise with company management to support and implement growth strategies.

· Co-ordinate and manage customer service projects and initiatives.

· Ensure budget requirements are met.

· evaluate and performance manage staff

Aug 2008 – Oct 2009 DUBAI, U.A.E

Senior Relationship Officer-Al Kafa’at Commercial Broker (L.LC)

DCA of Mashreq Bank.

Job Responsibilities include the following:

· Concentrating mainly generation of leads and accounts through extensive and exhaustive campaigns with a team of 12 sales officers and a team Manager.

· Meet up high-networked clients and discussing about the Business Account and its conveniences.

· Managing the customer relationship by providing proper service and guidance.

· Coordinate for organizing customer meets and sales campaigns for Business Account clients.

· Visiting Small and Medium Company, corporate Houses, Institutions, High Networked Individuals and convincing them about the product and services offered by the bank especially Credit facility for the Business account.

· Co-ordination with the operating personnel to ensure that the processing is done on time.

· Catering to customers in case of queries/discrepancies and ensuring that they get a satisfactory customer service and good response.

Apr 2007 – Jul 2008 Dubai, U.A.E

Direct Sales Representative/Direct Marketing Solution (FZC)

DSA of Standard Chartered Bank

Job Responsibilities include the following:

• Achieve the agreed individual sales targets ensure compliance with the bank’s policies and procedures.
• To build and maintain an effective business relationship with customers
• Promote bank retail products and services to potential customers by making proactive sales efforts and capitalizing on cross-selling opportunities in order to achieve the sales targets.
• To assist in conducting promotional activities, meetings and road shows in the assigned area to achieve the budgeted sales volumes
• To ensure the submitted customer applications and documentation are complete and error-free
• To follow up for Document discrepancies which have been approved as Deferrals
• Minimize errors and act upon them for correction and re-submission if any.
• To provide ongoing customer / market feedback to Team Leader to improve business

Jan 2006 – Feb 2007 Dubai, U.A.E

Sales Executive / Zaman Marketing Consultancy

Job Responsibilities include the following:

· Maintain and develop a good relationship with customers through personal contact or meetings or via telephonic communication.

· Must act as a bridge between the company and its current market and future markets.

· Display efficiency in gathering market and customer info to enable negotiations regarding variations in prices, delivery and customer specifications to their managers.

· Help management in forthcoming products and discuss on special promotions.

· Record sales and order information and report the same to the sales department.

Mohammed Zahiruddin Fakir Key Account Supervisor