Hamza Butt

Customer Support Team Lead
Dubai, Dubai, United Arab Emirates

Professional Overview

Hamza Butt is an experienced customer service professional with a strong track record of leading high-performing teams and driving operational excellence. As the Customer Support Team Lead at Daman Investments, he is responsible for overseeing a team of customer service representatives, ensuring exceptional client satisfaction and guiding the implementation of innovative support strategies.

Experience Summary

Current Role

Customer Support Team Lead, Daman Investments (2024-08-01 to Present)

• Manages a team of 15+ customer service representatives, fostering a collaborative and customer-centric work environment

• Develops and implements effective training programs, equipping the team with the necessary skills to handle complex inquiries and provide superior client support

• Analyzes customer feedback and usage data to identify areas for improvement and implement data-driven solutions

• Collaborates cross-functionally with other departments to streamline processes and enhance the overall customer experience

• Achieved a 20% increase in customer satisfaction ratings and a 15% reduction in call resolution times within the first year of assuming the role

Career Progression

Team Lead Manager, Derby Group of Companies (2023-08-01 to 2024-08-01)

• Led a team of 10 customer service representatives and successfully implemented new customer service initiatives, resulting in a 12% increase in customer retention

• Collaborated with the sales and marketing teams to develop targeted customer outreach strategies, contributing to a 15% growth in revenue

Assistant Sales Manager, Etisalat UAE (2021-08-01 to 2023-07-01)

• Managed a team of 8 sales representatives, providing coaching and mentorship to drive performance and achieve sales targets

• Exceeded quarterly sales goals by an average of 18% through effective team management and customer relationship building

Relationship Officer, Emirates NBD (2019-01-01 to 2021-01-01)

• Served as a dedicated relationship manager for a portfolio of high-net-worth clients, providing personalized financial solutions and maintaining strong client relationships

• Achieved recognition as a top-performing relationship officer, consistently meeting or exceeding annual sales goals

Senior Sales Representative, OPTUS TECHNOLOGY LLC (2017-03-01 to 2018-12-01)

• Demonstrated exceptional sales skills, consistently ranking among the top 10% of the sales team in terms of revenue generation

• Leveraged strong product knowledge and customer service expertise to build a loyal client base and foster long-term relationships

Academic Background

• Bachelor of Business Administration, American University in Dubai (2016)

Areas of Expertise

• Customer service and support management

• Team leadership and performance optimization

• Process improvement and operational efficiency

• Sales strategy and client relationship management

• Data analysis and decision-making

Professional Impact

• Recognized as a subject matter expert in the customer service industry, frequently invited to speak at industry events and conferences

• Actively involved in professional organizations, serving on the advisory board for the UAE Customer Service Association

• Awarded the "Outstanding Customer Service Leader" accolade by the Dubai Business Awards in 2022

Conclusion

With over 7 years of experience in the customer service industry, Hamza Butt has developed a robust set of skills and expertise in leading high-performing teams and delivering exceptional client support. His track record of driving operational excellence, implementing innovative strategies, and achieving measurable results positions him as a valuable asset to any organization seeking to enhance its customer experience and drive sustainable growth.