ALI ABBAS
Relationship Manager
Doha
Summary
Innovative and Business-driven Relationship Manager with 9+ years experience in the Financial industry. Focused on developing strategic business opportunities and fostering lucrative relationships by delivering exemplary service to each client's individual needs hence deepening client relationships and always finding successful ways to acquire new clients. Organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills, interpersonal skills, excellent time management, problem-solving skills and ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Relationship Manager
Commercial Bank
10.2020 - Current
- Manage a portfolio of 250+ high net worth clientele
- Provide timely resolutions of client issues and complaints and resolve them within TAT and maintaining client trust throughout the resolution process and increase satisfaction
- Maintain service as per defined SLA's
- Ensure all bank communications are well received by the clients
- Address customer complaints/issues in a timely manner with a high regard for customer satisfaction
- Maintain good relation with high profile customers, both new and existing, and convince them to transfer funds to the bank and obtain fresh funds
- Be the single point of contact between the client and the bank and perform all requests related to banking needs
- Strengthened client relationships by communicating regularly and actively listening to their needs and providing tailored financial solutions.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Mentored junior team members on best practices in relationship management techniques, contributing to overall team success and growth within the company.
- Facilitated workshops, presentations and seminars to educate customers on product features and benefits effectively showcasing the value of our services
- Conducted regular reviews of clients financial profiles to ensure alignment with their risk tolerance, objectives, and investment strategies.
- Played a crucial role in retaining valuable clients during periods of market volatility by addressing concerns proactively and providing expert guidance on portfolio adjustments.
- Collaborated with cross-functional teams for seamless management of high-profile accounts and for smooth delivery of services resulting in improved customer satisfaction
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Monitored customer feedback and generated reports to identify areas of improvement.
Customer Service Agent
Commercial Bank
02.2015 - 10.2020
- Meet and build rapport with CB retail branch customers, maintaining a high level of professionalism in order to ensure customer satisfaction and advise customers on all aspects of CB products and services, in order to generate sales and open business opportunities for the bank
- Execute retail branch initiative by promoting and educating customer to use alternative banking channels (ATMs, RIB, MIB etc.), in order to drive profitability and optimization of services
- Conduct follow up and monitoring for customer application with regards to established guideline and service standard, in order to ensure that customer request is processed in a timely manner
- Receive complaints from dissatisfied customers, manage escalations and liaise with appropriate departments within CB, in order to ensure timely and effective resolution and demonstrate empathy fostering trust and loyalty among customers.
- Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account 'international leading practice', improvement of business processes, cost reduction and productivity improvement
- Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
- Driving business performance - both individually & by teamwork in achieving sales and service targets.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions and supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
MBA - Banking
Kazian School of Business Managment
Mumbai, India 04.2014 - 04.2016
Diploma in Business Managment - Sales & Distribution
Kazian School of Business Management
Mumbai, India 04.2011 - 04.2014
Skills
Relationship Building & Management
Customer Service
Client Engagement
Team Collaboration
Multitasking Abilities
Adaptability
Client Acquisition
CRM proficiency
Customer Portfolio Management
Product Knowledge & Expertise
Problem-solving Aptitude
Investment and Wealth Planning & Management
References
Available upon request
Languages
Hindi
Native language
English
Proficient
C2
Arabic
Beginner
A1
Certification
CISI Level 2 (Pursuing)
Interests
Sports
Technology
Business
Accomplishments
Won Retail Achiever Award twice
Won Multiple Internal Sales Competitions
Timeline
CISI Level 2 (Pursuing)
09-2024
Relationship Manager
Commercial Bank
10.2020 - Current
Customer Service Agent
Commercial Bank
02.2015 - 10.2020
MBA - Banking
Kazian School of Business Managment
04.2014 - 04.2016
Diploma in Business Managment - Sales & Distribution
Kazian School of Business Management
04.2011 - 04.2014