MUSTAFA
Toronto, ON M3A   416 000 0000   email@gmail.com

Objective
Dedicated Customer Service and Sales Manager demonstrating strong leadership with over 10
years in financial services. Looking to secure a management position within company where
education and experience can further promote the success of company through the application
of problem solving, communication, and customer service skills.

Accomplishments
• PMI / Agile Product Owner Role: Foundations / MAY-20
• PMI / Scrum: The Basics / APR-20
• PMI / Agile foundations certificate / APR-20
• Bank 1 / Top monthly credit card team / DEC-17
• Bank 2 / Top outbound team / APR – NOV-17
• Bank 3 / Top mortgage team / JAN – AUG-16
• Bank 4 / Top mortgage team / FEB – JUN, OCT-NOV-15
• Bank 4/ Nominated top mortgage account manager / 2015

Skills
Professional

Technical

Change management

Agile software (i.e. JIRA)

Communication skills (i.e. presentation)

CMS and Genesys call routing system

Digital Service and Sales

IVR system

Process improvement

Microsoft Office

Reporting performance metrics

TSYS credit card system

Customer rapport

Work History
Driver

2020-Current

UBER EATS – TORONTO, Ontario
• Giving back to community by delivering food.
• Planned efficient routes to deliver multiple orders per trip and achieve strong performance
ratings.
• Achieved 98% customer satisfaction rate.

 Co-Founder & CEO

2019-2020

ENTREPRENEURIAL BUSINESS VENTURE – TORONTO, Ontario
• Startup in Software as Service business
• Developed company vision, strategy and service offering.
• Designed and created company website in two weeks.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Reached over 110 followers in 3 social media platforms.
• Worked with 2 developers to implement client requests.
Manager of Operations

2018-2019

NATIONAL MORTGAGE COMPANY – TORONTO, Ontario
• Led team of 4 Team Leaders overseeing 40 agents, responsible for meeting Key Performance
Indicators (KPIs), client complaints, transactions and inquiries.
• Responsible for offering technical support to customers troubleshooting online and mobile
banking activity.
• Implemented policies and standard operating procedures for continuous improvement.
• Increased productivity by 17% in first two months.
• Reduced annual cost by 40% with Client Relationship Management (CRM) solution team.
• Increased Net Promoter Score (NPS) by 20% by launching new Quality Monitoring (QM)
program
Manager, Credit Cards, Unsecured Lending, Mortgage

2017-2018

BANK 1 – TORONTO, Ontario
• Led two teams (20 credit card specialists, 7 account managers) responsible for client
acquisition and retention
• Managed team to provide technical support and customer care
• Increased sales-per-call by 33% in first two months
• Proposed commercial deposit product offering to Product
• Brought over $9 million in new funds in two months
• Project lead role to decrease Average-Handle-Time (AHT) by 27%
• Saved 105 minutes per manager using forecast tools
• Consistently exceeded quality monitoring score of 85%
• Consistently exceeded 90% mortgage conversion ratio
Manager, Mortgages and Everyday Banking

2013-2017

BANK 2 – TORONTO, Ontario
• Led team of 12 mortgage specialists in customer care, responsible for client's inquiries, upsell,
cross sell products.
• Increased sales-per-call ratio by 10%.

 • Reduced overall call wait time by 2 minutes.
• Reduced employee attrition by 40% with recruiting strategies.
• Reduced Not In Good Order (NIGO) by 40% in client mortgage application process.
Residential Mortgage Account Manager

2008-2013

BANK 3 – TORONTO, Ontario
• Responsible for mortgage process from application to funding.
• 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

2005-2008

BANK 4 – TORONTO, Ontario
• Responsible for converting leads to mortgage applications.
• Achieved 85% conversion ratio in prospect client portfolios.
• Achieved over 80% score in First Call Resolution (FCR) by consistently providing ‘one-and-done'
solution for clients.

Education
MBA: Business Administration

2016

University Of Warwick - Coventry, England
BCom: Management
Ryerson University - Toronto, Canada

2012