ALLA MAHMUOD
Sharjah, UAE • (+971) 50 638 0203 • [email protected] Profile Summary
An inspiring Telesales Manager adept at motivating telesales teams to reach established goals. Skilled at executing various marketing and awareness campaigns within a given period of time. Specialize in handling high volume calling in an organized manner while retaining quality standards.
Key Competencies & Offerings
 Outstanding ability to manage inbound call center operations.
 Profound ability to analyze productivity data and adjust strategies.
 Solid operational knowledge of MS Office applications to manage data.
 Deep understanding of call center regulations and federal guidelines.
 Comprehensive internal and external communications skills.
 Ability to work well in team environments.
Work Experience
2011 - Present
Dubai Islamic Bank
Manager – Telesales
2003 – 2007
Initially joined DIB as Team Leader and got promoted as an Assistant Manager in the year 2013. Later on, I’ve been promoted as a Telesales Manager in the year 2017.
 Achieving and meeting the set targets and Budget for Retail products as new account relationships through Retail/Corporate/Cross sale Channel.
 Providing a regular market/competitor feedback to the management.
 Acquiring data for new acquisition for the Tele Sales team and monitor the Team activities of
Enlistment of new company.
 Encouraging a “Team Spirit” amongst Tele sales representatives who are capable of exploiting all
available business opportunities.
 Monitoring the performance of individual representative, Team Leader and provide
feedback/recommendations, as well as the telesales report through CRM daily report to the
Management.
 Maximizing Personal Finance sales , Credit Card and Auto Finance opportunities through
Retail/Corporate/Cross Sell Channels
 Minimizing the potential loss of income to the division by ensuring that introductory business
sources conform to the standards put in place from time to time.
 Ensuring that the Tele Sales Representatives conform to local laws and comply with the rules and
regulations of the Bank.
 Authorize Account Opening for personal finance liability settlement with checking black list to
process the confirmation of new CIF Creation.
 Ensuring the compliance with the approved policies, procedures, SLAs and regulatory requirements
to maintain quality standards and ensure risk mitigation.
 Training and developing team skills through identifying the training needs and assign appropriate
learning platform to the team.
 Reviewing the team performance and deliverables in line with the approved KPI’s to ensure
meeting desired objectives.
 Ensuring all assigned tasks and projects are executed within the approved policies, procedures and
SLAs of the department.
CITIBANK N.A
Team Leader – CITIPHONE
Worked in Citibank initially as a Citi phone officer (C.P.O) in 2003 and later on promoted as a Team Leader in the year 2007.
 Managing the call center team of 13 agents. And perform a day-to-day operations, resolving escalated customer complains.
 Approving time deposits release and add requests.
 Assessing each agent calls and providing feedback on 1 to 1 basis.
 Monitoring the monthly sales performance for agents on daily basis. And preparing and providing
the monthly sales target across the team.

2011 B.S. BUSINESS ADMINISTRATION Preston University - Dubai
2003 MCSE CERTIFICATE & A+ CERTIFICATE New Horizon - Dubai
2002 SECONDARY HIGH SCHOOL
Souda Bint Zamaah Secondary School
DUBAI ISLAMIC BANK
Education
Training & Certificate
MULTIPLE CERTIFICATES & AWARDS FOR PROVIDING EXCELLENT JOB CAPABILITIES
 8 times given a Certificate Of Appreciation for Exceptional Performance
 Recognition Awarded for Outstanding Efforts and Contribution.
 Certificate of Appreciation for Best Team – Telesales.
 Certificate granted for completing and attending the Change Management course, Financial Report Writing, and
Managing Multiple Task, Priorities and Deadlines.
CERTIFICATE IN HIPO PROGRAM - 7 HABITES OF HIGHLY AFFECTIVE PEOPLE;
 Presentation Skills
 Feedback Skills
 Time Management
 Meeting Management
 Delegation
 Performance Appraisal CITIBANK
AWARD IN TOP QUALITY SERVICE & SALES TARGET ACHIEVER. AWARD IN BEST CITIPHONES OFFICER AWARD
Personal
DATE OF BIRTH: NATIONALITY: VISA STATUS: REFERENCES:
November 27, 1983 Jordanian
Employed (Transferrable) Available upon request