Experience

Department of Health Abu Dhabi

• United Arab Emirates
• Government Administration
• 700 & Above Employee

• Cases Manager

  • Jul 2021 - Present

  • Manages 3700+ positive and contact tracing cases response, including outreach in Abu Dhabi Emirate. • Continually communicate with 66+ hospitals and home care centers, 73+ SEHA centers, and facilities related to Covid-19 to cover the initial and follow-up instructions related to isolation or quarantine protocols. • Coordinates and liaises with 142 different suppliers belonging to SEHA to emphasize a smooth and deadline implementation of the required services of all positive cases in the region. • Made outbound telephone calls by contacting patients for a variety of patient outreach efforts such as scheduling appointments, transportation, and providing coordination. • Insured implementation of call center policies, operations, and performance standards was understood and followed by agents. • Performed statistical analysis for each agent, providing coaching to ensure adherence to statement of work to keep the sustainability of agent quality performance. • Developed process efficiencies to improve quality, moving my team's performance from 90% to 96% by applying the cores of a successful KPI system. Show less



DMCC (Dubai Multi Commodities Centre)

• United Arab Emirates
• Government Administration
• 400 - 500 Employee

• Call Centre Officer

  • May 2018 - Jun 2021

  • Dealing with escalated cases received from the registration and licensing department related to licensing renewal and permits. • Coordinate with the excellent team and management to enhance the customer experience by providing bright ideas to ease the overall process. • Reviewing customer companies' accounts and applications, working on reactivation of expired accounts, solving related applications issues, and providing prompt feedback support. • Analyze call center data, and focus on improving performance and processes to better support customers. • Implement all types of Authority NOCs and communicate with all Government services and courts of UAE as requested. Show less



beIN Trading and Distribution

• Call Center Customer Service Representative

  • Aug 2016 - Mar 2018

  -Achieved three times employee of the month as exceeded retail sales target by 25% throughout the year-2017. • Reach out to customers through technology or in person, communicating to them about the company’s services, and finding out about new services they want the company to offer. • Coordinate with the dispatch team to send company products, and services on time to customers. • Settle product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. • Regularly compile reports and submit them to the management on overall customer satisfaction. • Draft letters and official correspondences as per the direction of the company. Show less



Knights Bridge Global Security

• Call Center Agent

  • Feb 2012 - Jul 2016

  -Saved a massive fine of AED 75000 for the company by submitting the full documents by the deadline to MOHRE and MOI in two days for 3230 employees. • Managed difficult customer situations with positive and professional behavior, empathize and solicit feedback to improve service. • Obtained clients' information by answering telephone calls, verifying information, execute 90+ client information applications (KYC) per day by MS Excel. • Communicated with CID Dep. and Abu Dhabi Police by submitting weekly 1200 + security clarification reports. • Controls issuance of document numbers including maintenance of proper document registers, facilitation, and coordination of all employee separations letters. • Extracting and generating Ad-hoc analysis and reporting as per management request. Show less