Abdullah Yousef
Dubai
Summary
Human resources professional prepared to contribute valuable experience in talent acquisition, employee engagement, and compliance. Valued for fostering teamwork and consistently achieving results through adaptability and reliability. Proficient in conflict resolution and strategic planning.
Overview
11
11
years of professional experience
1
1
Certification
Work History
LOA Case Manager (EMEA)
Amazon
02.2024 - Current
- Serve as the primary contact for employees regarding leave and disability events, benefits options, and applicable regulations
- Oversee case management for leave events, ensuring compliance with company policies, federal and state laws, and benefits plans
- Continuously assess and adjust leave plans based on employees' changing needs and circumstances
- Identify and resolve issues that arise during or after leave events, ensuring clear communication and minimal disruption
- Coordinate smooth return-to-work processes, including creating ramp-up plans and ensuring necessary accommodations
- Educate managers and leadership on leave policies, employee needs, and potential accommodations to support employee well-being
- Collaborate with HR, Benefits, Payroll, Legal, Safety, and third-party administrators to ensure seamless leave management
- Maintain accurate employee records in HRIS, documenting all leave-related activities and ensuring compliance with auditing standards
- Communicate regularly with employees regarding leave status, providing clear and empathetic updates
- Identify opportunities for process improvement in leave management and collaborate with HR teams to enhance efficiency and employee experience
- Assist with other HR-related tasks, such as policy updates, training initiatives, and performance management as needed
- Work closely with the Trust & Integrity Program (TIP) as a consultant for MENA documents validation and investigations, ensuring the integrity of documents by contacting healthcare providers and initiating communication with employees to confirm authenticity and prevent fraud
MyHR Senior Executive
Amazon
11.2022 - 02.2024
- First point of contact for associates and to drive a positive associate experience
- Dealing with day-to-day queries (e.g., pay, attendance, policy guidance) and where necessary directing queries to the best person or team to deal with them
- Managing Amazon's time and attendance system
- People related administration and coordination tasks (e.g., new starter processes, expenses queries)
- Providing accurate and timely management information, and ensuring compliance with Company process, data protection requirements and best practice with regard to maintenance of HR systems and records
- Supporting HR and management on a wide variety of people related topics and projects including support for engagement activity
Senior Communications Management Executive
Fiat Chrysler Middle East Head Office
01.2021 - 09.2022
- Daily reports and mentoring the outbound communications Emails
- Action plans for the Distributors who are not meeting their targets
- Monthly report to the Head Office in Italy (Cases - Calls - Chats - CSI & SSI)
UAE Communication Management Executive
Fiat Chrysler Middle East Head Office
04.2019 - 01.2021
- Liaised with dealers to meet the service level required & ensure customer satisfaction
- Liaised with dealers and discussed the corrective actions to be taken in place to resolve the reported concerns
- Communicated with Warranty, Sales, Marketing, product planning & Technical departments for updates and case resolutions
- Managed UAE sales and after sales inquiries and complaints
- Met KPIs and deadlines in resolving complaints
- Worked on campaign management projects
- Answered live online chats to give quick answers and solve problems faster
VIP Executive (First Class Team)
OSN Contact Centre
05.2017 - 08.2018
- Tested new software and reported bugs
- Built and provided basic end-user troubleshooting and technical support by identifying & explaining solutions to restore service & functionality
- Handled VIP customers and built a strong rapport with them
- Answered inquiries by clarifying desired information, researching, locating, and providing information
- Promoted company's offers through inbound/outbound calls to keep customers updated with the latest services
- Resolved and recovered complaints related to agent calls received from call center agents researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Followed up with customers after resolving their issues to give high quality of service
Freelancer
Various
08.2014 - 09.2016
- Coordinated various events for different companies on an ad-hoc basis
Education
Master of Business Administration - Human Resource Management
Swiss School Of Management
09.2024
Higher Secondary School certificate - General High School Certificate
Skills
- Comprehensive Case Support
- Analytical Problem Solving
- Effective Communication
- Knowledge of Compliance Regulations
- Team-Based Problem Solving
- Employee Support
- Effective Presentation Delivery
- Skilled in Microsoft Office Suite
- Salesforce Platform Experience
- Critical Thinking and Analysis
- Case Progress Tracking
- Effective Time Management
Certification
Driver's License, Manual, UAE
Languages
Arabic
English
Timeline
LOA Case Manager (EMEA)
Amazon
02.2024 - Current
MyHR Senior Executive
Amazon
11.2022 - 02.2024
Senior Communications Management Executive
Fiat Chrysler Middle East Head Office
01.2021 - 09.2022
UAE Communication Management Executive
Fiat Chrysler Middle East Head Office
04.2019 - 01.2021
VIP Executive (First Class Team)
OSN Contact Centre
05.2017 - 08.2018
Freelancer
Various
08.2014 - 09.2016
Higher Secondary School certificate - General High School Certificate
Master of Business Administration - Human Resource Management
Swiss School Of Management
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