Mubarak Alshamroukh
AM
Kuwait City,KU
Summary
Proven leader with a track record of enhancing productivity and customer satisfaction at Control and Monitor. Excelled in staff management and project management, fostering team collaboration and driving significant improvements in service quality. Skilled in negotiating and consulting, consistently achieving and surpassing set performance goals.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Control and Monetor
Retail Collection
2021.01 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
- Work closely with collection team to update progress and performance reports and deliver required reports and information efficiently .
- Manage all reporting and analytics to develop insight for the Retail Collection function.
- Conduct portfolio , delinquency , asset , cards and real estate analysis to support proper management of collection efforts and maximizing recovery rates .
- Manage the allocation of accounts to mangers .
- Assist in all aspects to receivable management , collection cost and improving cash flow and impairment management.
- Work closely with MIS function to provide required information and data .
- Ensure IT system and Auto-Dailer are operated to the required standard to maintain accurate and secure records.
Team Leader
Call Centre
Kuwait
2018.04 - 2020.12
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Team Leader
Quality Assurance (Call Center)
Kuwait
2013.04 - 2018.03
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Monitored testing processes, test development and user acceptance testing.
- Evaluated interactions between associates and customers to assess personnel performance.
- Provided development team with insights and recommendations on Product usability and functionality by reviewing and analyzing internal data.
Education
Bachelor Of Administrative Studies - Law (Pre-Law)
Banha University
Egypt07.2018
Diploma - Accounting
College of Business Students
Kuwait01.2009
Skills
Contract Management
Google Drive
Project Management
Budgeting
Business Development
Employee scheduling
Consulting
Negotiation
Staff Management
Training
Staff supervision
Timeline
Assistant Manager
Control and Monetor
2021.01 - Current
Team Leader
Call Centre
2018.04 - 2020.12
Team Leader
Quality Assurance (Call Center)
2013.04 - 2018.03
Bachelor Of Administrative Studies - Law (Pre-Law)
Banha University
Diploma - Accounting
College of Business Students