Walid Haddad

Manage high-volume inbound inquiries achieving 95%+ customer satisfaction while adhering to banking compliance and regulatory requirements • Consistently exceed KPIs for call handling time, quality scores, and first-call resolution through efficient issue resolution and accurate CRM documentation • Collaborate with cross-functional departments to escalate and resolve complex technical and account-related customer issues • Support SME and corporate customers through business account opening by explaining documentation, eligibility, KYC requirements, and onboarding steps • Conduct lead generation by identifying potential clients fit for EDB’s financing and banking products and routing qualified leads to relationship managers • Document all customer interactions precisely in CRM systems ensuring compliance with UAE regulatory guidelines and seamless case tracking

managing team of 10+ customer service agents by delegating tasks based on ticket priorities, managing attendance, adjusting weekly schedules for optimal performance, authorizing team requests, and providing support, while collaborating closely with the team leader to ensure smooth operations.

Handling the official page of the company (Twitter- Facebook -instagram) responding to all customers+ potential partner inquiries+ handling play store reviews and apple store reviews + collaboration with the marketing department

 Processing IT solution tools orders, forms, applications, and requests  Update customer records in the system database  Acknowledging and resolving customer inquiries and complaints  Communicate and coordinate with the internal departments in all customer service matters

Handled our delegates attended our conferences and exhibitions in locally and globally. Day to day experience in outbound cold calling to prospects to invite them to attend our events, scheduled meeting with solution providers. Helped in achieving the company objective by securing relevant attendees for the event.

Worked for Middle East region event, mainly in KSA. Helped in translation with language barriers. Contributed to the production and sales department in interpreting the event deliverables to our clients and attendees.