Mohammed Dawood

Customer Service, Contact Center, and Client Relationship Manager with over 20 years of experience managing client relationships, contact centers, and customer service operations across the UAE and other geographical locations. Proven ability to enhance customer satisfaction (CSAT), reduce customer churn, and drive digital transformation initiatives. Skilled in leveraging CRM systems, leading large teams, and achieving key performance metrics such as SLA and NPS. Seeking to contribute expertise in a dynamic organization to drive customer success and operational excellence.

Contact Center Manager
Ras Al Khaimah Economic Zone (RAKEZ), UAE | Dec 2022 – Present

• Directed a team of 50+ professionals across three contact centers, ensuring seamless operations with a 98% SLA compliance rate.
• Boosted agent productivity by 20% and improved First Contact Resolution (FCR) by 25% through the implementation of standardized training programs.
• Transformed the Value-Added Services Contact Center into a profit center, increasing revenue by 135% and consistently surpassing monthly telesales targets by 120%.
• Elevated customer satisfaction (CSAT) by 3% and Net Promoter Score (NPS) by 1% within six months through strategic restructuring and stakeholder engagement.

Customer Relationship Manager
PAN Emirates Home Furnishing, UAE | Dec 2020 – Dec 2022

• Led a regional team of 60+ professionals across the UAE, Oman, Qatar, and KSA, driving a 14% increase in cross-border sales and a 15% reduction in response times.
• Successfully launched a customer data platform, enhancing targeted marketing efforts and increasing Customer Lifetime Value (CLV) by 5%.
• Developed data-driven CRM and loyalty programs, resulting in a 35% increase in customer engagement and a 10% rise in repeat transactions.

Call Center / Customer Service Manager
Masafi Company LLC, UAE | Oct 2016 – Nov 2020

• Managed operations for 80+ customer service professionals across seven emirates, leading to a 35% increase in customer acquisition and a 40% improvement in customer retention.
• Achieved a record 46% increase in sales and a 43% year-over-year revenue growth by integrating CRM solutions and launching digital service channels.
• Introduced new communication channels, including WhatsApp and mobile applications, driving digital transformation and enhancing customer accessibility.

Professional Trainer & Management Consultant
Self-Employed, UAE | Jan 2014 – Oct 2016

• Delivered specialized training and consultancy services in customer service, contact center management, and business operations, empowering organizations to achieve service excellence.

Additional Roles
Agthia Group PJSC, Ahmed Seddiqi & Sons Company, Masafi Company LLC, and Etisalat IHD

• Played key roles in customer service management, CRM strategy implementation, and team leadership, consistently achieving high performance in customer service metrics.

Preston University

Master’s in General Management – Ajman, UAE

Ajman University of Science and Technology (AUST)

Bachelor’s in Computer Science – Ajman, UAE