Mohammad Hamza Ahmed

Results-driven senior account manager with experience managing complex accounts, engaging with diverse stakeholders, and delivering high-quality outcomes within demanding deadlines. Strong communicator with proven ability to build rapport, understand customer needs, identify solutions, overcome challenges, and manage relationships throughout the account lifecycle. Experienced in working across multiple stakeholders and handling sensitive, high-value financial matters with professionalism and attention to detail.

Now looking to transition into an SDR role, bringing strong relationship-building, communication, qualification, and commercial skills to a high-performing B2B sales environment.

Senior account Manager - Paytriot Payments

(2024-04)

• Manage a portfolio of 2,500+ merchant accounts, acting as the primary point of contact and building strong, long-term relationships through high-volume inbound and outbound phone communication, contributing to a 94% client retention rate.
• Make and receive a high volume of calls with merchants, solicitors, business owners and senior stakeholders, communicating confidently and professionally while building rapport and maintaining a friendly, engaging approach.
• Proactively contact clients to understand their needs, identify challenges and recommend suitable solutions, using a consultative approach to strengthen relationships and identify commercial opportunities.
• Consistently deliver exceptional customer service across phone and email, handling complex queries and sensitive situations while maintaining professionalism, empathy and a positive customer experience.
• Work to strict SLA targets, prioritising a high volume of client enquiries and ensuring issues, requests and follow-ups are handled within agreed timeframes.
• Successfully onboard new merchants, guiding clients through the process, managing expectations and reducing setup time by 14%, accelerating time to revenue.
• Analyse account performance and transaction activity to identify cost-saving and commercial opportunities, helping clients reduce processing fees by up to 18% within my first six months.
• Build strong relationships with a diverse range of stakeholders, including senior decision-makers, solicitors and representatives from large organisations, adapting communication style to different audiences.
• Handle objections, resolve technical issues and manage payment disputes over the phone, using strong questioning, active listening and problem-solving skills to achieve positive outcomes.
• Maintain accurate CRM records and follow-up activity, ensuring client interactions, opportunities and next steps are clearly documented and progressed.
• Research competitor offerings and market trends to provide commercially relevant recommendations and identify opportunities to improve client outcomes.

Primary servicing specialist - Pepper Advantage

(2022-03 - 2024-07)

• Managed 25+ customer interactions per day across inbound and outbound calls, confidently engaging with customers, understanding their needs and providing tailored solutions.
• Managed a high volume of customer accounts while consistently achieving 98%+ SLA performance, demonstrating strong organisation, prioritisation and ability to work against performance targets.
• Built and maintained strong professional relationships with customers, solicitors, financial institutions and other stakeholders through proactive and effective communication.
• Used strong questioning, active listening and communication skills to identify customer requirements, resolve queries and provide appropriate solutions.
• Proactively followed up on outstanding documentation and account requirements, helping to prevent delays and ensure successful completion of customer requests.
• Identified discrepancies and potential issues early, taking ownership of problems and working proactively with relevant stakeholders to reach timely resolutions.
• Developed and implemented improved procedures and workflows, helping to increase efficiency, streamline processes and enhance the customer experience.
• Successfully managed end-to-end HELOC drawdowns, coordinating multiple stages of the process and ensuring accurate account updates and payment schedules.
• Adapted communication style to a diverse range of customers and stakeholders, maintaining professionalism and empathy during complex or sensitive conversations.
• Demonstrated strong account management and relationship-building skills when supporting customers through complex situations, including deceased estates, while liaising with solicitors and executors.
• Maintained a high level of attention to detail when reviewing financial documentation, ensuring accuracy and compliance with regulatory requirements.
• Demonstrated consistent ownership and follow-through, managing customer queries from initial contact through to resolution while keeping stakeholders informed.

Business banking Specialist - Metro Bank

(2020-03 - 2022-02)

• Processed minimum 30 new business and personal accounts per week with 98% accuracy, ensuring compliance with Metro bank policies and FCA regulations by maintaining high accuracy in documentation and system input.
• Delivered first class customer service in a face-to-face role, achieving a 94% positive feedback score by guiding clients.
• Conducting due diligence by verifying customer identification and documentation in line with KYC and AML requirements, while maintaining diligent attention to detail, reducing onboarding errors by 19%.
• Conducted affordability checks and credit risk assessments, offering and reducing declined applications and lending. Constantly achieved monthly lending sale targets by processing minimum combined 8 personal loans and credit cards a week.
• Built rapport with customers and local businesses with high yearly turnover through transparency and empathy, contributing to repeat business and referrals.

L.L.B - Law - Aston University (2015-08 - 2019-07)