M U S T A F A

SENIOR MANAGER, CUSTOMER SERVICE & SALES

CONTACT

SUMMARY

 Phone Number
 E-mail address
LinkedIn Profile
 Address

I am a dedicated Customer Service and Sales Manager demonstrating
strong leadership with over 10 years in financial services. I am looking
to secure a management position within your company where I apply
my education and experience to further promote the success of your
company through the application of problem solving, communication,
and customer service skills.

EDUCATION
WORK EXPERIENCE
  Master’s Degree, Major
University of Warwick
2013 - 2016

  Bachelor’s Degree, Major
Ryerson University
2008 – 2012

SKILLS
  Professional
Call quality analysis
Change management
Communication skills (i.e. presentation)
Credit card & lending product knowledge
Client acquisition and retention
Digital customer service & sales
Digital marketing
Employee engagement and development

CO-FOUNDER &CEO
Entrepreneurial Business Venture®   2019-2020
Startup in Software as A Service business:
• Developed company vision, strategy and service offering
• Designed and created company website in two weeks
• Reached over 110 followers in 3 social media platforms
• Worked with 2 developers to implement client requests
MANAGER OF OPERATIONS
National Mortgage Company   2018-2019
Financial services provider:
• Led a team of 4 Team Leaders overseeing 40 agents
• Responsible for offering technical support to customers
troubleshooting online and mobile banking activity
• Increased productivity by 17% in the first two months
• Reduced annual cost by 40% with the CRM solution team
• Increased NPS by 20% by launching a new QM program

 M U S T A F A

SENIOR MANAGER, CUSTOMER SERVICE & SALES

SKILLS
WORK EXPERIENCE CONTINUED
  Technical
Agile software (i.e. JIRA)
Avaya phone system
CMS call routing system
Computer Telephony
CRM solution development
Genesys call center solution
IVR system
Live chat software
Microsoft Office
Quality Management Software (QMS)
Realtime historical reporting (RTH) system
TSYS credit card system
Website software (i.e. Elementor, WordPress)

REFERENCES

MANAGER, MORTGAGES & EVERYDAY BANKING CALL
CENTRE
Bank 2   2013-2017
Digital financial services provider (acquired by Scotiabank):
• Led a team of 12 mortgage specialists in customer care
• Increased sales-per-call ratio by 10%
• Reduced overall call wait time by 2 mins
• Reduced employee attrition by 40% with recruiting strategies
• Reduced NIGO by 40% in client mortgage application process
RESIDENTIAL MORTGAGE ACCOUNT MANAGER
Bank 3   2008-2013
Digital financial services provider:
• Delivered over 45% conversion for acquisition of new clients
• Improved digital mortgage application process
• Exceeded revenue goals by 15% consecutively for 3 quarters
• Exceeded urgent mortgage applications processed goal by 70%
• Increased application approval rate by 8% with underwriters
LEAD CONVERSION SPECIALIST
Bank 4   2005-2008
Digital financial services provider:
• Achieved 85% conversion ratio in prospect client portfolios
• Achieved over 80% score in first call resolution (FCR) by consistently
providing a ‘one-and-done’ solution for clients

Reference 1
Position
T: Phone Number
E-mail address
Reference 2
Position
T: Phone Number
E-mail address

PROFESSIONAL ACCOMPLISHMENTS
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PMI / Agile Product Owner Role: Foundations / MAY-20
PMI / Scrum: The Basics / APR-20
PMI / Agile foundations certificate / APR-20
Tangerine Bank / Top monthly credit card team / DEC-17
Tangerine Bank / Top outbound team / APR – NOV-17
Tangerine Bank / Top mortgage team / JAN – AUG-16
Tangerine Bank / Top mortgage team / FEB – JUN, OCT-NOV-15
Tangerine Bank / Nominated top mortgage account manager / 2015