Usman Ali

Grew the value of existing key accounts by approximately 60%, while managing a portfolio generating an estimated AED 1 million in monthly revenue. Secured 15 new high-profile clients, directly contributing to significant year-on-year business growth. Worked across a diverse range of major projects and sectors, including data centers, warehousing and logistics facilities, the Wynn Resort, metro infrastructure, and other large-scale developments. Lead and mentor a cross-functional team of 4, providing guidance that consistently met or exceeded departmental targets. Develop and execute strategic sales plans to increase revenue and market share across key accounts. Serve as primary point of contact for top-tier clients, resolving escalations and ensuring consistently high satisfaction and retention. Collaborate with operations, finance, and logistics teams to align account strategy with broader business objectives.

Led client acquisition on major landmark projects, including EXPO2020, Bluewaters, and The Royal Atlantis, contributing an estimated AED 500,000 in contract value. Expanded the client base by 45 new accounts, increasing market share within the Powered Access division. Identified and developed new markets, opening additional sales and business opportunities. Trained and mentored sales teams, improving performance and supporting career progression. Built strong relationships with main contractors and consultants to secure repeat business on major developments. Prepared and presented commercial proposals and tender responses for high-value rental contracts.

Generated an estimated AED 600,000 in account revenue, plus a further AED 200,000 through cross-selling and upselling, while managing top-tier accounts and ensuring consistent service delivery. Analysed market trends and competitor activity to maintain a competitive edge and inform account strategy. Strengthened key client relationships, driving repeat business and referrals. Coordinated with operations and logistics teams to ensure timely equipment delivery and consistent service quality for key clients. Negotiated contract terms and pricing agreements that balanced client needs with company profitability targets.

Led a customer service team of 4 and a fleet of 20 drivers, consistently meeting and exceeding customer expectations while managing corporate accounts with a focus on retention and satisfaction. Streamlined service processes, improving response times by 20% and enhancing overall service quality. Trained and supervised front-line staff on customer service standards, contributing to improved satisfaction levels. Handled escalated customer complaints and service recovery, protecting client relationships and brand reputation.

Led a team of 5 collection agents, consistently achieving daily, weekly, and monthly performance targets. Managed complex client disputes and negotiations, earning multiple promotions and salary increments for performance. Monitored daily performance metrics and coached agents to improve collection rates and call quality. Implemented process improvements that increased efficiency in handling overdue accounts.