Al Anoud AlKetbi

Customer Relationship Management (CRM), Acting Section Head duties:

• Being a focal point between the Department of Health and Abu Dhabi Digital Authority & Abu Dhabi Executive Office if there is any request from each side such as complaints analyses
• Supervising and resolving all types of issues related to the Department of Health call center, main reception, and CRM officer’s duty and distributing objective settings for CRM staff.

Customer Relationship Management (CRM), Chief officer duties:

• Contributing to the development, update, and improvement of the department's policies and procedures to cover all areas of work to achieve compliance with internal controls and to provide high-quality and cost-effective services
• Managing and updating the Frequently Asked Questions document that identifies the inquiries and questions posed by the clients of the Health Department
• Preparing and launching customer satisfaction studies to assess the quality and speed of response to the inquiries, complaints, and suggestions received
• Provide deep analysis/insights for Department of Health CRM complaints, define the gaps and provide recommendations to improve the customer satisfaction index
• Provide insights to improve the Department of Health Services with action plans
• Contribute to establishing customer experience function and awareness inside the Department of health.

• Suggest tools to reduce the work steps and the turnaround time of each service and Improve the online services to achieve maximum customer satisfaction
• Train new employees to ensure work accuracy
• Recommend changes to applicants in order to improve the efficiency of the application process.

• Helps the executive for whom they work with tasks such as scheduling; reviewing, prioritizing, and responding to emails
• Organizing documents; maintaining records; taking notes at meetings and any other administrative tasks that help the executive perform their job.

• Handling all allocated tasks, answering questions and queries, understanding the school's policies, assisting with the recruitment of new staff members, and communicating with parents, teachers, and students as required.