Abdalmajeed Kamal
Dubai
Summary
Results-driven office team leader with strong administrative background. Evaluates and improves team performance with proactive mindset. Consistently enforces policies and tackles process inefficiencies.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality assurance officer
Ministry Of Community Development
12.2023 - Current
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Provided extensive quality assurance training via both in person and remote teleconferences.
- Uploaded documents to internal and external systems for backup.
- Monitored individual service returns and updated master quality assurance spreadsheets.
- Performed periodic operational checks of data held within database to uphold quality standards.
- Made follow-ups on allocated action plan to meet completion timescales.
Call Centre Agent
Ministry Of Community Development
07.2022 - 12.2023
- Manage large volumes of incoming and outgoing calls in a reasonable amount of time
- Follow communication scripts when handling different topics
- Identify customer needs, clarify information, research any problem, and offer solutions and/or alternatives
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets.
Call centre agent
DUBAI HEALTH AUTHORITY
12.2021 - 07.2022
- Acted as first point of contact for customer issues and queries.
- Planned and delivered customer service training, boosting satisfaction levels.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Optimised customer experience by tailoring responses to individual needs.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Followed up customer queries to check provided solutions met expectations.
DATA ENTRY
DEPTH FOR MULTI ACTIVTES
01.2019 - 01.2021
- Schedule and maintain a calendar of appointments, meetings travel, and vacation coverage
- Manage phone calls, other correspondence (emails, letters, packages), and distribute messages
- Track and maintain stock of office supplies.
Education
Diploma - Customer Service
ALISON
(Remotely) 04.2001 -
Bachelor of Business Administration - Management
Al-Neelain University
KHARTOUM, SUDAN08.2020
High School Diploma - High School Diploma
Sudan General Certificates
KHARTOUM, SUDAN05.2016
Skills
- CRM and office management software
- Data management
- Microsoft Office expertise
- First line support
- Urgent ticket management
- Remote technical support
- Task prioritisation
- Public Relations
- Workflow planning
- Report writing
- Motivational leadership style
Languages
ARABIC
ENGLISH
Certification
- 2024 English for business communication
- 2021 Advanced skills in Excel
- 2021 customers service
- 2021 Accounting and financial management
Timeline
Quality assurance officer
Ministry Of Community Development
12.2023 - Current
Call Centre Agent
Ministry Of Community Development
07.2022 - 12.2023
Call centre agent
DUBAI HEALTH AUTHORITY
12.2021 - 07.2022
DATA ENTRY
DEPTH FOR MULTI ACTIVTES
01.2019 - 01.2021
Diploma - Customer Service
ALISON
04.2001 -
Bachelor of Business Administration - Management
Al-Neelain University
High School Diploma - High School Diploma
Sudan General Certificates
- 2024 English for business communication
- 2021 Advanced skills in Excel
- 2021 customers service
- 2021 Accounting and financial management
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