Umair Ilyas
Client Relationship Manager
Dubai
Summary of Career
1. Highly driven, articulate, Graduate professional with 11+ years of stretching experience in IT, Telecommunication and Banking industry
2. Desperately to have a challenging position that will utilize my experience and unique abilities.
3. I have an Excellent organizational and administration skills and experience in dealing with customers and high level workloads within strict deadlines.
4. Adept at meeting stringent deadlines on a consistent basis, well organized with strong detail orientation, excellent communications skills and relationship building and interfacing skill sets.
5. Supervising administrative staff and dividing responsibilities to ensure performance.
6. Assist colleagues whenever necessary.
7. Natural leadership approach to projects and tasks taking the initiative to create maximum results.
8. Proactive positive team player with excellent communications both written and verbal.
9. Talented relationship developer with both internal and external customers.
10. A well-organized team player, detail-oriented and able to handle multiple tasks
Competed all sourcing channels in SE Wise Productivity - Credit Cards
Competed all sourcing channels in SE Wise Productivity - Payroll Referral
Leadership Development Program Sustain Leadership Hyatt Regency Dubai
Experience as Quality Assurance Supervisor
Telenor Pakistan Head office
10 June 2008
14 February 2012
Telenor Group, Lahore Pakistan
The Largest Telecommunications Company in Pakistan
Being a Quality Assurance Supervisor:
? Listening to the recorded calls (Calls Evaluation) on .Nice. Application to check and maintain the quality standards, by evaluating the call Behavior & Resolution wise
? Taking care of overall floor quiz, where major key points are preparing, and scheduling, sharing results.
? Conducting quality campaigns (Call Of Fame) (Quality Guru) (Wish Calls) for New Hiring & Bottom performs to maintain the quality targets
? SR Spot Checks, Long Duration Calls Spot Check, Conducting Training During Huddles, CTP Continues Training Program, Refresher Sessions, One To One Sessions & Team Sessions
? Achieving Monthly Targets by completing KPI’ Key Performance Indicators, Simulation, Daily & Monthly Call Count Targets, QSL (Quality Service Level) & QI (Quality Index) , Re-Evaluation, Team Sessions, Individual Sessions
Being a Team Leader:
? Keep a strong check on Major KPI’s (Quality/AHT/Quiz/Adherence) by conducting Quiz, Call drop spot checks, short call & long call analysis & sharing the reasons of High AHT, complete information & fraud cases
? Conducting Refreshers & Huddles for daily updates
? As Point Person, highlighting Issue’s, loop wholes of overall floor and sharing the reports of project
Being a Customer Services Representative:
? Taking customer’s calls through Soft & Hard Avaya IP Phones (Inbound) resolving their queries with warm and caring manners
? Using more than 15 different soft wares including web applications like Siebel 7.01 (Main CRM) Tacker, Chris, DMS Portal, CRD Information Portal, Agent Desktop (ADT) Magic Screen, SIP, Smart Agent just to cater all categorized call Information/Complaint/Services more efficiently
? Having Customer Experience by taking the valuable feedback of the customer’s and sending it to system & process team for updating of processes
Experience as Customer Services & Sales / Credit Card Process
Barclays Bank
07 March 2012
12 June 2013
? Maintaining MIS track the down customer’s file at any time and updating the status.
? Reviewed important reports prepared on every day, weekly and monthly basis.
? Performed as liaison officer amid USC CU and external and inside credit card processor.
? Evaluated and suggested loan applications as well as approved applications as per set guidelines.
? Checking Applications, Highlighting Errors and after resolving doing Data Entry. Calculating DBR (Debt Burdon Ratio) and OD (Over Draft).
? After scanning all documents forwarding files to the CIU Unit for CPV (Customer Point Verification) Achieving the daily targets Using Web applications (Tracker and Prime)
Experience as Business Development Manager
Emirates Nbd Bank
12 June 2013
24 December 2018
Emirates NBD is one of the largest banking groups in the Middle East in terms of assets
Leadship & Managerial
? Planning, directing and coordinating various aspects of the business.
? Proven ability to grow a business.
? Coaches; counsels; develops work schedules; manages a function; responsible for hiring, terminations, salary adjustments and/or disciplinary actions; establishes/communicates group strategy.
? Adheres to bank policies and procedures and complies with legal and regulatory requirements.
Sales & Business Development
? Able to work closely with the sales team to develop sales tools and training packages for key staff.
? Developing and managing customer care programs for improved sales success.
? Ability to chase up new business opportunities. Maintaining relationships with key clients.
? Increasing brand awareness and bringing in new customers.
? Excellent lead generation and development skills.
? Increasing Monthly Targets by presenting Promotions and Rewards schemes to higher management.
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Jan 2015 – Nov 2016 Assistant Team Leader (Retail Credit Card Sales)
1 Y 7 M “First Solution Management Service”
An authorized channel sales partner for Emirates NBD, Dubai UAE Emirates NBD is one of the largest banking groups in the Middle East in terms of assets
? Visiting New & Old Portfolio companies for bulk business.
? Setting up a right direction for each individual for target market area for cold calling.
? Resolving Discrepant Credit Card/Loan Applications within the bank policy.
? Reviewing the Rejected Cases with Senior under Writer.
? Analyzed the individual performance of each team member and motivated them to perform even better. Recruiting the right candidate for the job.
? Maximizing team performance by checking Daily Sales Report (DSR)
? Training new team members, Coaching and developing the team.
Aug 2013 – Jan 2015 Senior Analyst Credit Admin Resource (Sales)
1 Y 5 M “First Solution Management Service”
An authorized channel sales partner for Emirates NBD, Dubai UAE
? Analyze customer financial condition and authorize customer credit lines
? Minimize bad debt risk, maximize accounts receivable collections & Reconcile customer statements/billings, Analyze customer financial statements.
Participate in process improvement projects, and support other management directives as prescribed.
? Maintain accurate credit files and collection files. Maintain electronic collect notes for each customer account.
? Complete Card & Loan applications, including credit analyses and summaries of loan requests, and submit to Retail Credit committees for approval.
? Consult with customers to resolve complaints and verify financial and credit transactions.
? Preparing Financial Invoices for client, Preparing Monthly Incentive for Sales Department.
Experience as Client Relationship Manager
En Route Technologies
04 December 2018
31 December 2019
Dec 2018 – Till Date Client Relationship Manager
“EN Route Technologies Powered by TRAMIGO Finland”
Sales Coordination & Fleet Supervision - Fleet Management & Telematics GPS TRACKING
? Fleet management, Insurance Telematics and Stolen Vehicle tracking and recovery.
? Manage relationships with vendors, suppliers, to facilitate smooth flow of business.
? Proven Working Experience as a Traffic Manager for Transportation clients.
? Strong business acumen along with ability to understand specific vertical market needs quickly. Maintaining relationships with key clients.
? Visiting New & Old Portfolio companies for bulk business.
? Participate in process improvement projects, and support other management directives as prescribed.
? Increasing Monthly Targets by presenting Promotions and Rewards schemes to higher management.
? Excellent communication and presentation skills to drive initial engagement, conduct analysis, provide solutions and close business.
? Years of selling experience within Transportation/Logistics Industry
? Identify new opportunities and develop sales channels within Transportation/Logistics/Construction industry
? Processing Technical Tickets to confirm the Installation Process, after validating required set of documents.
? Handling 24/7 Complaints on Web Chat, and assigning the complaint to relevant department after verifying the issue.
Bachelor 03 February 2010
Bachelor of Information Technology Punjab University Pakistan