Mohammed Khaouani
London,ON
Summary
Dedicated Customer Service Representative with over 8 years of experience in the financial services sector, recognized for building trusted relationships with internal and external partners. Demonstrates a strong focus on delivering exceptional customer service, ensuring prompt resolution of concerns while maintaining compliance with regulations. Proven analytical and problem-solving skills enhance the ability to navigate challenging situations effectively. Committed to leveraging expertise to drive success in a dynamic financial organization.
Overview
17
17
years of professional experience
Work History
Collection Customer Service Representative
BIL GOSLING OUTSOURCING
London, ON
11.2023 - 12.2024
- Responded to customer inquiries and resolved outstanding account balances via phone, email, and mail, ensuring prompt and professional communication.
- Negotiated payment arrangements and settlements with customers, consistently meeting or exceeding monthly collection targets and performance metrics.
- Collaborated with internal teams, such as Sales and Accounting, to resolve customer issues and ensure seamless communication.
- Processed payments and updated account information in the system.
- Protected and preserved confidentiality and integrity of information to comply with HIPAA guidelines.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Researched customer requests by accessing internal databases.
- Assisted customers with understanding their payment options.
- Monitored overdue accounts using automated information systems.
- Advised delinquent customers on strategies for debt repayment.
- Wrote appeal letters to insurance companies for denial of claims.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
Digital Channel Operations Senior Specialist
Vodafone
Doha, Qatar
01.2019 - 01.2022
- Develop capabilities and features for Digital channels and contribute and ensure to generate revenue (as of 2022 and 10% year on year increase) and overachieve sales targets for digital channels
- Operationally manage the Digital channels to maintain agreed SLA and uptime
- Deliver Digital Marketing related roadmap and activities to increase channel revenue
- Create business cases along with Finance, campaigns and manage Software product lifecycle
- Manage reconciliation and refund activity for customer
- Work closely and coordinate with Consumer, Enterprise, Telesales, Finance and Legal teams to manage stakeholder requirements
- Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager
Senior Electrical Engineer
Ronesanse - GEAT Project
Batna, Algeria
01.2018 - 01.2019
- Assisting in the development, review, and approval of construction plans, including goals and objectives, work breakdown structure, detailed scope descriptions, detailed schedules, risk management approach, milestone descriptions, budgets, and staffing requirements
- Managing, expediting, and supporting consultants' and construction document submittals, budgets, and schedules
- Maintaining and fostering contacts with consultants, contractors, vendors, and material suppliers
- Acting as a subject matter expert regarding some electrical engineering activities
- Producing quality engineering plans, studies, and specifications while ensuring compliance with department, project, company, utility, regional electrical entity, and industry requirements and standards
- Participating in engineering, design, and construction review processes
- Interpreting plans, specifications, drawings, and documents related to engineering and construction
- Leading or assisting with investigations of electrical-related issues, including root cause analysis as needed
- Providing technical support to marketing for bids and proposals
Technical Sales Manager
LEONI ME
Dubai, UAE
01.2014 - 01.2016
- Company Overview: LEONI is a global provider of products, solutions and services for energy and data management in the automotive industry
- Develop profitable sales strategies in line with market needs and company goals
- Provide first-level customer support regarding technical and project requirements, including compliance statements and submittals
- Actively acquire new customers and projects, supporting the opening of new sales projects
- Initiate and execute product approvals with public authorities
- Maintain and support the available customer network with technical know-how
- Negotiate sales contracts with customers and handle quotations, sales offer, and price calculations
- LEONI is a global provider of products, solutions and services for energy and data management in the automotive industry
Investment Banking Analyst
First Abu Dhabi Bank
Abu Dhabi, UAE
01.2012 - 01.2014
- Responded to inquiries from clients via phone, email, and in-person
- Provided financial advice and guidance to clients on various investment products and services
- Managed customer accounts and processed transactions
- Coordinated with internal teams to ensure timely and accurate processing of transactions
- Maintained up-to-date knowledge of industry regulations and compliance standards
- Achieved high customer satisfaction ratings through effective communication and problem-solving
Product Analyst
First Abu Dhabi Bank
01.2010 - 01.2012
- Conducted market research and analysis on financial products and services
- Prepared reports and presentations on investment trends and opportunities
- Assisted financial advisors with portfolio management and investment strategies
- Coordinated events and seminars for clients to promote investment products and services
- Maintained accurate records of client interactions and transactions
- Provided exceptional customer service to high-net-worth clients
Bilingual Senior Sales and Service Specialist
HSBC Middle East
01.2008 - 01.2010
- Provided customer support for financial products and services
- Handled customer complaints and resolved issues in a timely manner
- Achieved high customer satisfaction ratings through effective communication and problem-solving
- Maintained accurate records of customer interactions and transactions
Education
BSc - Electrical Engineering
Ibn Khaldoun
Tiaret, Algeria06.1991
Skills
- Debt collection
- Assertiveness
- Goal oriented
- Stress tolerance
- Collections optimization
- Data entry proficiency
- Records management
- Management support
- Regulatory compliance
- Patience and persistence
- Customer relationship building
- Payment agreements
- Goal-oriented mindset
- Customer consultation
- Payment plan implementation
- Account tracking
- Credit evaluations
- Cross-selling expertise
- Complaint resolution
- Escalation management
- Positive and professional
- Empathy and patience
- Call center procedures
- Inbound and outbound calling
- Conflict mediation
- Receiving support
- Call escalation
- Calm demeanor
- Critical thinking
Hobbies and Interests
- Volunteering in the community or for social causes
- Traveling and exploring new cultures
- Reading books and staying up-to-date with industry news
Languages
- French, Native or Bilingual Proficiency
- English, Full Professional Proficiency
- Arabic, Native or Bilingual Proficiency
Languages
English
Full Professional
French
Native/ Bilingual
Arabic
Native/ Bilingual
German
Professional
Timeline
Collection Customer Service Representative
BIL GOSLING OUTSOURCING
11.2023 - 12.2024
Digital Channel Operations Senior Specialist
Vodafone
01.2019 - 01.2022
Senior Electrical Engineer
Ronesanse - GEAT Project
01.2018 - 01.2019
Technical Sales Manager
LEONI ME
01.2014 - 01.2016
Investment Banking Analyst
First Abu Dhabi Bank
01.2012 - 01.2014
Product Analyst
First Abu Dhabi Bank
01.2010 - 01.2012
Bilingual Senior Sales and Service Specialist
HSBC Middle East
01.2008 - 01.2010
BSc - Electrical Engineering
Ibn Khaldoun
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