Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Languages
Timeline
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Adam Mohamed

Adam Mohamed

Dubai

Summary

Senior Administrative Officer with moree than 5 years of experience in Customer Happiness & management providing efficient and comprehensive administrative support leadership. Proven track record in problem-solving, administrative process design and improvement in complex environments. Offers high degree of navigating IT systems and Microsoft office suits plus other remote tools such as Zoom and Teams.

Overview

6
6
years of professional experience

Work History

Senior Administrative Officer

Roads & Transport Authority
03.2019 - Current
  • Ensure each CRM case is resolved and closed according to the
    standard operating procedures and processes.
  • seek the excellence in solving all the customer's cases by increasing their level of satisfaction.
  • check every case before closure on the correct mapping, case type, route cause and action.
  • Ensure customer issues are addressed and, and case closure standard to be perfectly followed.
  • coordinate with concerned persons or departments to ensure cases are resolved within SLA and per the quality standard.
  • Highlight any area of improvement to enhance the CRM System.
  • Highlight any Suggestion to reduce the customer’s complaints and escalations. perform other related duties and responsibilities associated with the position.
  • Conduct conference calls between the customers and the relevant department based on the customer’s demand to resolve issues cause escalations.
  • Prepared reporting and documentation in Excel to support effective divisional, functional and strategic business activity.
  • Provided continuous quality review and spearheaded procedures and processes for program improvement.
  • Developed and maintained productive relationships with internal and external stakeholders to support increased business.
  • Provided administrative support to clients internally and supported needs for materials organization.
  • Drafted documents in company-directed formats and fonts, maintaining exceptional style consistency.

Customer Service Representative

Roads & Transport Authority
02.2018 - 02.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

Certificate - Continuous Program For English Language

Comboni College For Science & Technology
Khartoum, Sudan
02.2017

Certificate - English-as-a-Second-Language Education

Lambaga Bahasa LIA
Jakarta, Indonesia
2013

High School Diploma -

Al Marafi Boys Private
Khartoum, Sudan
03.2009

Certificate - Computer Suit

Unisco For International Realations
Khartoum, Sudan
02.2008

Skills

  • Scheduling appointments
  • Microsoft Office, Excel,Power Point,Word
  • Calendar Management
  • Attention to Details
  • Grate communication Skills
  • Time Managements
  • Multi Tasking
  • Data Entry
  • Problem Resolution
  • Conflict Resolution
  • Microsoft Outlook
  • Quality Control

Accomplishments

  • Best Customer Service Representative awarded by Roads & Transport Authority 2019

Additional Information

Upon Request

Languages

Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Indonesian
Intermediate (B1)

Timeline

Senior Administrative Officer

Roads & Transport Authority
03.2019 - Current

Customer Service Representative

Roads & Transport Authority
02.2018 - 02.2019

Certificate - Continuous Program For English Language

Comboni College For Science & Technology

Certificate - English-as-a-Second-Language Education

Lambaga Bahasa LIA

High School Diploma -

Al Marafi Boys Private

Certificate - Computer Suit

Unisco For International Realations

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Adam Mohamed