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
Dubai, United Arab Emirates
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
Dubai, United Arab Emirates
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, Sudan02.2017
Certificate - English-as-a-Second-Language Education
Lambaga Bahasa LIA
Jakarta, Indonesia2013
High School Diploma -
Al Marafi Boys Private
Khartoum, Sudan03.2009
Certificate - Computer Suit
Unisco For International Realations
Khartoum, Sudan02.2008
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