Mohamed Abu Hatab Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Accountable for achieving the required business results through effective process, workflow and quality management, & driving workforce efficiencies. Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability.Manage all scheduling and workflow for NB case management teams, ensuring daily workflow is managed within compliance, audit, quality and SLA standards.

Toronto, Ontario, Canada

Leading a team of customer care professionals with varied functions and accountabilities. Responsible for workforce management, training. Routinely provide timely coaching and feedback to staff as it relates to their performance and how to boost up their performance by being a mentor and guide employees to help in their development/career goals and recognize successes.Responsible for the recruitment, interviewing, selection and onboarding of mew talents.Acting as a key contact and a subject matter expert to identify areas of opportunity for process improvement. Key stakeholder for in flight projects from initiation to launch with a high level of project management skills in agile and waterfall methodologies.

Toronto, Ontario, Canada

Responsible for creating and enhancing processes to improve performance and enhance the customer experience by ensuring team members provide a seamless and consistent customer experience. Oversee and actively participate in the preparation of documentation in various project phases including planning, building requirements, creating user stories and conducting UAT.Actively participate in the process of building systems and associated documentation.Promoted customer-focused approach contributing to enhance and evolve the customer experience. Provided procedural assistance to front line customer care representatives. Handled escalations to see thru resolution to win the customer back.Helping people become confident in their roles and empowered to think outside the box to resolve customers concerns.

Toronto, Ontario, Canada

Providing superior service to members, customers, and producers through handling of incoming service-relatedcalls. Ensuring accurately resolve, relay, and record confidential customer information using different systems and tools in accordance with established processes, policies, and procedures. Excellent service delivery with a view of operational efficiency with a focus on enhancing the customer experience and relationship with the organization.

Promoted to a team leader position following the delivery of outstanding results in managing customer expectations.Utilizing broad product knowledge and risk mitigation abilities through project delivery and team leadership. Being recognized among my peers and leadership team for my role in onboarding new team members, knowledge Sharing, coaching, and mentoring them through learning curve and drive positive results to the overall team.

Toronto, Ontario, Canada

• Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company’s customers.• Understand customer requirements and business objectives• Provide strategic advice on using technology to achieve goals• Manage IT initiatives and collaborate with in-house technical staff• Design IT systems and networks ensuring the right architecture and functionality• Support new technology implementation• Train users in new and existing IT systems• Provide assistance with technical issues• Revise existing systems and suggest improvements• Solved all major customer problems/queries that subordinates were facing difficulties in solving.• Researches and provides information to clients based on technical trends as well as explaining the details of the product according to customer needs.• Consults with program/project management to develop appropriate technical solutions.• Understanding the client’s needs and providing various options which best suit their requirements and give them optimized results.• Assisting in installation of the software and makes sure that the clients are satisfied with the products they are using.• Responded promptly and answered/resolved customer inquiries and complaints.

Toronto, Ontario, Canada

• Place / Receive calls to / from existing customers.• Resolving customer concerns immediately and effectively while displaying professionalism and courtesy at all times.• Following and adhering to the company's policies and procedures and providing exceptional customer service levels.• Offering feedback to the program supervisor for identifying areas of improvement.• Accurately access, input and process customer's requests and ensuring the efficiency of the customer experience.• Identifying customer needs in a quick manner, and answering customer questions with full knowledge of the services and products being offered.

Sharjah, United Arab Emirates

• Ensure Excellent Relationship with other Departments and Branches.• Manage the overall Department Processes and Provide Operational plans in terms of Bank's Objectives of introducing Value added services and products and act as facilitator between Branches and the Department.• Delegate and Distribute the Duties among Staff.• Ensure Posting Transaction of Inward and Outward Remittances.• Authorizing all types of Transactions.• Building relationship and customer service with the branches network & other departments in head office.• Strategic Planning for future business projections.• Training and coaching Management • Strong analytical and logical approach• Thorough knowledge of finance and banking• Ensure maintaining Updated registers for Remittances.• Writing Staff Job Description.• Writing Staff Annual Appraisals.• Create and Maintain Team Spirit within the Department Staff.• Providing a Contingency Plans for different system.• Participating in Disaster Recovery activities. • Updating the Department Standard Operation Procedure and Service Level Agreement (SLA) with other Departments and Branches.• Ensure Excellent Relationship with other Departments and Branches.• Effectively Participate in new Projects and systems Upgrade.• Doing test with IT and Central Bank and Attend all related meetings.• Ensure Replying on all Communications and Inquiries Internally and Externally within reasonable Time.• Checking Users Daily Journals and Posting Reports.• Conduct Regular Follow Up on Pending Items.• Checking Monthly Reports and Doing reconciliation for all Department GL's.• Ensure that all Type of Posting is done on the systems.• Ensure strict adherence to Central Bank Laws and Regulations and to the Bank Policies and Procedures.• Ensure Adherence to the Anti Money Laundry and fraud Deduction Laws and process.• Compliance with other Duties Decided by the management.• Adhere to Audit and Risk Procedures and Recommendations.• Staff Training.

Sharjah, United Arab Emirates

My experience encompasses great deal of banking operations, customer service, secretarial, administration and Call Centre functions. This varied exposure provided me an ample opportunity to leverage my skills and utilize my full range of capabilities to achieve career growth. In addition to, I can be relied upon to carry out organizational mandates and objectives; quickly incorporate and implement procedures with strong team playing attitude. I am proficient in assessing operational problems and further suggesting corrective actions. My resume is enclosed which depicts more of my qualifications and skills.• Ensure Excellent Relationship with other Departments and Branches.• Manage the overall Department Processes and Provide Operational plans in terms of Bank's Objectives of introducing Value added services and products and act as facilitator between Branches and the Department.• Delegate and Distribute the Duties among Staff.• Ensure Posting Transaction of Inward and Outward Remittances.• Building relationship and customer service with the branches network & other departments in head office.• Strategic Planning for future business projections and Training and coaching Management • Created and implemented a new Straight Thru Process system for timely payment processing which resulted in an enhanced customer service experience.

Sharjah

Responsible for developing & preparing user manuals & handouts to users to ensure smooth user migration to the new system.- Preparing End user Handouts- Delivering End user Hands on training sessions- Monitoring Overall end user performance & progress- Conduct branch / Head office departments visits to organize training and/or refresher courses.-Creating resources for updating training material and training methodology-Conduct and Facilitate any training courses related to system enhancements or changes.-Ensure that all training materials are keeping properly and completely.-Monitoring and follow up Refreshers on Core Banking System training.-Make sure that the training facilities such as markers, LCD, venue, supporting documents (for trainees) are available during the training.-Design and revise the specialized course on Core systems.-Monitoring and evaluation on the course during and after training.-Feedback any problems identified with the methodology / policies / procedures to the training department.-Conducting T 24 Core Banking Training Session of branch users & head office staff users.-Conducting T 24 Core Banking hands on practices of branch users-Evaluate participants performance at the end of T 24 Core Banking Training sessions -Recording staffs training into Training system.-Respond staff’s question related to Core System Implementation.

Sharjah

Core Tram Member participating in all aspects & steps of the implementation process & also responsible for the below in addition to the department’s daily regular business operations.Reviewing & evaluating the system requirements.Evaluating & selecting the most suitable vendor.Parametrization, Configuration & Customization of the initial new core system.Migration & Mapping of current data to the new system database.Ensuring the Infrastructure Readiness.Business & Integration Analysis.Testing of the per-given requirements.Expertise in:-Customers & Accounts & Banking Operations Processes-Analyze & review Users Requirements and conduct the meeting to discuss the same.-Prepare the procedural document and conduct internal training for support desk staff to understand them the functionality of system and guide to solve the known and operational issues.-Prepare & review the functional specification document for the customization / change request and also prepare the specifications to be used by technical architects in development of new systems.-Prepare the business requirement specification (BRS) document with close coordination of bank business team and create the functional specification document (FSD) basis the BRS-Discuss the FSD with technical consultant team in facilitating them in creating the Technical Specification document basis of the FSD-Ensure the Unit Test of the development is done as per the quality standards of the organization-Coordinate and conduct the User Acceptance Testing (UAT)-Assist the Data Migration team for the field / data mapping and preparation of Data Migration strategy.-Participating,handling & organizing in Data Migration verification rounds.-Business Process Reviews, TAABS and Workshops-Gap Analysis-Working Perform Customization as per requirements-Lead the developments done by Technical team-Testing and support during UAT of T24 Applications, Customization, and Business TestCases

Sharjah

• Delegate and Distribute the Duties among Staff.• Ensure Posting Transaction of Inward and Outward Remittances.• Authorizing all types of Transactions.• Writing Staff Job Description.• Writing Staff Annual Appraisals.• Create and Maintain Team Spirit within the Department Staff.• Providing a Contingency Plan.• Updating the Department Standard Operation Procedure (SOP) and Service Level Agreement (SLA) with other Departments and Branches.• Ensure Excellent Relationship with other Departments and Branches.• Effectively Participate in new Projects(Funds Transfer System, Wages Protection System)• Doing test with IT and Central Bank and Attend all related meetings.• Involving in Systems Upgrade.• Ensure Replying on all Communications and Inquiries Internally and Externally within reasonable Time.• Checking Users Daily Journals and Posting Reports.• Conduct Regular Follow Up on Pending Items.• Preparing Monthly, Quarterly and yearly Reports internally and to Central Bank.• Doing reconciliation for all Department GL's.• Ensure Posting Transaction of Inward and Outward Remittances.• Ensure that all Type of Posting is done on the systems.• Ensure strict adherence to Central Bank Laws and Regulations and to the Bank Policies and Procedures.• Ensure Adherence to the Anti Money Laundry and fraud Deduction Laws and process.• Compliance with other Duties Decided by the management.• Adhere to Audit and Risk Procedures and Recommendations.• Staff Training.

Sharjah Islamic Bank

Supervising Staff.• Ensure Processing of Inward Remittances and Authorizing the transactions on System.• Ensure Processing of Outward Remittances and Authorizing the transactions on System then • • • Sending the Swift to Communication Department.• Coordinate with Ministries and Registered Companies Monthly regarding Salaries.• Updating the Salaries on System and preparing the salaries letter to other banks along with Employees lists.• Authorizing all types of transactions on systems.• Checking Processors Posting Journals with the original vouchers.• Attending Inquiries with Branches, Local Banks and Correspondent banks.• Coordinate with IT for system Enhancements, Upgrades and doing the Tests.• Ensure Following SOP's and best Control.

Sharjah Islamic Bank, Sharjah Central Processing Division

Receiving Inward Remittances, Inward and Outward Collection then updating registers.• Receiving and Distributing Department Mail.• Posting Inward Remittances, Outward Remittances, Inward Collections and Outward Collections.• Sending Daily Report of Outstanding Remittances to Reconciliation Department.• Balancing Salaries, Preparing Salaries Letters and Doing Posting.• Posting Transactions Related to Cheques.• Preparing Monthly, Quarterly and Yearly Reports.Courses Attended:-Knowledge Sharing Session: Best Practices Session In Documenting Processes-Banking Operations-Introduction to Banking Product & Operation-Anti Money Laundering: Law & Regulation’s-English Presentation Skills-Beat The Clock-Interpersonal Relationship and Conflict Management-Marhaba Induction Program

Dubai, United Arab Emirates

Providing assistance to the marketing director for building materials awarenessContribute in preparing the annual marketing planMonitoring the sampling programs Preparing annual sales reports

Sharjah

Trouble shooting laptop & Desktop problemsInstall / debug different software issuesDaily backup & updates

Bachelor’S Degree, Business Administration And Management, General, 3.74

Associate’S Degree, Web Page, Digital/Multimedia And Information Resources Design

Activities and Societies: Graphic & Web Design

Associate’S Degree, Computer Diploma

Activities and Societies: Database Management

A Levels, High School/Secondary Diplomas And Certificates

Bachelor Of Business Administration - Bba, Business, Management, Marketing, And Related Support Services