Muhammad Abdulwahab Muhammad

Meet and exceed team KPI targets and business objectives. Manage team members performance and conduct quality management. Develop and supervise the team members to ensure that they are able to perform well in their role and conform with Exness values and policies. Motivate and retain team members by providing a personal development plan and clear direction. Communicate sales strategy at the team level. Provide regular and ad hoc updates to the Management team on the health of the sales pipeline.

As a Team Lead: -Create an inspiring team environment by motivating team members and fostering an open and transparent communication culture. -Cascade down strategic plans, goals, and objectives, ensuring alignment with the wider Retail team and CIB function. -Achieve personal performance goals and ensure team members achieve overall targets through ongoing coaching, support, and effective management as required with Exness' ideology. -Provide informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent. -Ensure a strong and robust communications process between all staff within the team and across the wider function as needed by leading communications sessions and meetings with managers and seeing to the appropriate dissemination of communications to support staff. -Collaborate with the department heads when necessary on strategic initiatives. -Delegate tasks and project-manage where necessary in order to achieve deadlines. -Be responsible for overall team productivity. As a Senior Account manager: -Be the seamless first line of introduction with new clients on the platform while ensuring their accounts are activated -As the primary point of contact between the client and Exness to establish and develop business relationships with current and prospective clients to generate new business & growth for Exness’ products/services -Discussing and tending to clients' needs and concerns to offer the best solutions/alternatives to clients -Research sources for developing prospects and for information to determine clients’ potential -Deliver effective solutions to clients by collaborating with other departments across Exness, e.g. business intelligence, product, and payments.

-Be the seamless first line of introduction with new clients on the platform while ensuring their accounts are activated -As the primary point of contact between the client and Exness to establish and develop business relationships with current and prospective clients to generate new business & growth for Exness’ products/services -Discussing and tending to clients' needs and concerns to offer the best solutions/alternatives to clients -Research sources for developing prospects and for information to determine clients’ potential -Deliver effective solutions to clients by collaborating with other departments across Exness, e.g. business intelligence, product, and payments.

- prepare activities utilising available tools, reports, action items and business insights to enable a productive sales activity

- screening of online contents

- providing technical advice to client's working on gaming system - successfully interpreting & managing clients' issues based on the daily provided data - providing on time software troubleshooting and management based on data provided by clients - presenting data of escalating issues (where necessary) and conclusion to team in order to handle in-depth technicalities

An executive program on Project Management methodology using SQL & NoSQL for Data Base Management with an exclusive Deep Learning, Python & R Programme for Big Data Managers

-Managing and setting daily/monthly KPI targets for agents -Forecasting and scheduling shift/roster patterns with respect to headcount management and forecast -Facilitate and organize training sessions for all agents and also participating in recruitment process -Conducting regular call review and audit with respect to Customer Satisfaction (CSAT) scores and also quality assurance to ensure the clients/consumers are kept happy and satisfied -Handling customer’s feedback in terms of Complaint, Compliment and Criticism -Understanding all organization’s products, services, procedures and guidelines by reading journals, attending briefings/meetings and courses while communicating all to team members -Task delegation to teams to maintain accurate and timely records (in terms of Service Level Accuracy (SLA)) of correspondence or discussions with the customers (and/or relevant stakeholders) in various systems/databases to assist with present/future contact/follow-up for order requests and processing. -Coordinating and developing strong relationship with relevant stakeholders to investigate and respond to customers’ needs to ensure the appropriate delivery within the required SLA -Coach, Monitor and motivate team members based on KPI performance with more focus on CSAT -Initiating and encouraging creative innovations and initiatives with regards to identifying and interpreting marketing trends to propose appropriate actions to increase the level of customer engagement -Maintaining security of customers account information by adhering to the Privacy Act.

-Setting monthly KPI targets for agents to meet up with -Facilitate and organize training/coaching sessions for all agents -Conducting regular call review and audit with respect to Customer Satisfaction (CSAT) scores and also quality assurance to ensure the clients/consumers are kept happy and satisfied -Coordinating with the relevant stakeholders to investigate and respond to customers in a timely manner. -Maintaining accurate and timely records (in terms of Service Level Accuracy (SLA)) of correspondence or discussions with the customers (and/or relevant stakeholders) in various systems/databases to assist with present/future contact/follow-up for order requests and processing. -Developing strong relationships with all stakeholders to ensure the appropriate delivery and communication of process improvement within the required SLA. -Understanding all organization’s products, services, procedures and guidelines by reading journals, attending briefings/meetings and courses while communicating all to team members -Coach, Monitor and motivate team members based on KPI performance with more focus on CSAT -Being the voice of the customers by suggesting improvements and seeking opportunities for innovation in customer service standards, policies and procedures for the company or department. -Maintaining security of customers account information by adhering to the Privacy Act

-Providing a consistent and appropriate voice for the company through digital support channels in a timely manner. -Communicating politely and timely with customers on their enquiries, requests and/or complaints via the digital support channels and convert each engagement into a positive customer experience. -Addressing all applicable engagements at first point of contact to avoid repetitive returned enquiries from both traditional and digital channels. -Providing effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing overhead/costs through corrective actions. -Providing appropriate assistance and solution to customers on company’s products and services according to their need and requirement. -Maintaining accurate and timely records of correspondence or discussions with the customers in various systems/databases to provide proper assistance -Coordinating and developing strong relationship with relevant stakeholders to investigate and respond to customers’ needs to ensure the appropriate delivery -Handling customer’s feedback in terms of Complaint, Compliment and Criticism -Be the digital voice of the customers by suggesting improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company -Understanding all organization’s products, services, procedures and guidelines by reading journals, attending briefings/meetings and courses -Identifying and interpreting digital trends and propose the appropriate actions to increase the level of engagement from customers. -Maintaining security of customers account information by adhering to the Privacy Act.

-Providing support to new trainees -Provides direct instruction to operational support agents. -Collaborates with team leads to meet key performance indicators -Facilitate new trainees with call guide and guideline for the overall program. -Evaluates individual trainees on progress and program goals. -Serves as a member of team leaders’ council.

-Conduct customer needs assessment in order to provide input in planning for long- term and short-term services and products. -Represents the complaint department/division of Mio Home, Fibre and ADSL Fixed line and broadband committees planning. -Provides advanced level technical assistance and customer dispute resolution.

-Entirely responsible for leading the development and implementation of new internal audit function. -Collaborating with Marketing, stakeholders to develop strategic plans and project for the institute. -Identifying areas for on-going financial improvement through generation of performance metrics. -Enhancing the financial and academic performance through increase of revenue by means of pool of students’ data (inclusive of academic results) and fees.

-Marketing and Sales of Petroleum products/Lubricants -Technical adviser to companies/factories/industries engineers and also Business consultants to distributors.