Abdulla Ali Ebrahim Alshaikh
Dubai
Summary
Customer experience and quality assurance professional with strong expertise in auditing, data analysis, and insight-driven reporting. Proven in supporting service excellence through compliance reviews and cross-functional collaboration. Adaptable, bilingual, and innovation-focused, with a strong commitment to continuous improvement.
Overview
2
2
years of professional experience
2025
2025
years of post-secondary education
Work history
Quality Control Auditor - Mystery Shopping
EMAAR Properties PJSC
Dubai
2023.12 - 2026.01
- Conducted anonymous service evaluations across Emaar properties and hotels to ensure compliance with service, asset, and quality standards.
- Conduct audits across Emaar properties locally and internationally, including high-profile locations such as Milan’s Armani and Jabal Omar Address in Saudi Arabia.
- Identified customer experience gaps and proposed data-driven corrective actions to improve site performance.
- Supported asset and service inspections, contributing to strong compliance outcomes in internal quality assessments.
- Collaborated with CX and operations teams to align frontline service behavior with brand expectations.
- Conducted follow-up audits to measure the effectiveness of implemented changes, ensuring continuous improvement.
- Actively contribute to ongoing AI enhancement initiatives within the auditing department, supporting continuous refinement of systems and processes.
Workforce Management (WFM) Analyst / Supervisor
EMAAR Properties PJSC
Dubai
2024.07 - 2025.06
- Spearheaded shift optimization initiatives, improving workforce coverage accuracy by 25%, and reducing idle time by 15%.
- Developed and maintained dashboards using advanced Excel techniques to monitor performance and resource utilization.
- Implemented real-time staffing adjustments that helped achieve 95% SLA adherence across peak periods.
- Played a key role in strategic forecasting and planning during high-demand seasons, improving forecast accuracy to 90%+.
- Standardized roster planning templates, reducing scheduling errors and improving team satisfaction with shift allocations.
- Coordinated with the quality and operations teams to align WFM decisions with real-time performance indicators.
- Conducted post-shift analysis and reporting to identify performance trends, contributing to long-term WFM strategies.
- Trained new WFM agents on scheduling software, forecasting principles, and adherence tracking, improving team efficiency.
- Managed leave planning and seasonal hiring projections, ensuring workforce continuity during critical demand periods.
- Created automated reports for leadership, reducing manual work by 40% and increasing decision-making speed.
Contact Center Agent - Customer Care
EMAAR Properties PJSC
Dubai
2023.12 - 2024.07
- Managed 200+ calls daily, resolving a wide range of customer issues with an average CSAT score of 92%.
- Cross-trained across multiple teams including Escalations, Technical, and Concierge, gaining holistic process knowledge.
- Leveraged Oracle and Salesforce CRM to log and resolve tickets efficiently, achieving a first-call resolution rate of 85%.
- Contributed to reducing call handling time by 10% through effective communication and process familiarity.
Education
Bachelor of Science - Information Technology Management
American University in the Emirates
Dubai, United Arab EmiratesSkills
- Customer Service Excellence
- Workforce Management & Scheduling
- Data Analysis & Reporting
- Quality Assurance & Auditing
- Process Improvement
- CRM & Systems Proficiency
- Cross-functional Collaboration
- Bilingual Communication Skills
- Customer Insights & Feedback Analysis
- Adaptability & Continuous Learning
Languages
English
Arabic
Personal Information
- Date of birth: 18-10-2000
- Nationality: UAE
Personal data processing
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Workforce Management (WFM) Analyst / Supervisor
EMAAR Properties PJSC
2024.07 - 2025.06
Quality Control Auditor - Mystery Shopping
EMAAR Properties PJSC
2023.12 - 2026.01
Contact Center Agent - Customer Care
EMAAR Properties PJSC
2023.12 - 2024.07
Bachelor of Science - Information Technology Management
American University in the Emirates