Ali Eissa
Academic Support Officer
Dubai
Summary
Dedicated Student Services Coordinator experienced in supporting students during transitional periods with skill-building exercises and knowledgeable assistance. Excellent verbal and written communication skills.
Positive and caring student support professional with upbeat attitude and detail-oriented approach to meeting all student needs. Highly organized, proactive and flexible with strong critical thinking and planning abilities.
Knowledgeable about program referrals, paperwork coordination and recordkeeping. Adept at enhancing student development in educational and career planning areas. Good relationship-building and problem-solving abilities.
Goal-oriented Coordinator caring with students of different learning levels and backgrounds.
Always ready to step in and positively impact student learning or teacher wellbeing with timely support.
Reliable in maintaining orderly spaces and preparing daily materials.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills.
Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
12
12
Certifications
2
2
Languages
Work History
Academic Support Officer
Canadian University Dubai - Graduate School
Dubai
04.2022 - Current
- Administration:-
- Acting as the lead administrative contact for staff and students on the assigned CUD-PG program(s) and levels of study
- Maintaining procedures for the line manager and curriculum related activities
- Assisting with the coordination and planning of enrolment and Induction of students
- Liaising with the Admissions and Data Team to maintain accurate records of student enrolment and on program records
- Accurately maintaining all records for all enrolled students and following operational procedures, maintaining accurate contact and interaction records
- Acting as the primary administrative contact for student queries and concerns regarding enrolment, assignment handling, examinations, re-sits, examination marks processing, extenuating circumstances, academic appeals and graduation queries
- Assisting the Associate Dean with the production and distribution of all courses related materials to students and Faculty teaching staff as appropriate
- In liaison with the E Learning team ensuring the VLE is kept up with the relevant information relating to the program(s) of study
- Program Committee Meetings: acting as servicing officer of meetings as required including compiling of agendas, preparing papers, production and distribution of draft minutes and to ensure follow-up action is taken as appropriate or as directed by the Graduate School Dean
- Ensuring all withdrawals or intermittences and handled and documented in line with the policy
- Exams and Assessments:-
- To assist with the co-ordination of exams preparation for any assigned program of study including preparing the exams schedule
- Collating all assignment/examination mark sheets and final transcripts ensuring they are distributed in a timely manner
- Facilitating the filming of performance examinations, collating, storing, editing and downloading all video evidence
- To assist with Internal and External Examiner preparations
- Assisting with the arrangement of any re-sits in accordance with CUD and external partners’ policy and regulations
- Generation and distribution of transcripts or schedules to students
- Maintaining excellent working relationships with external partners and other regulatory
- And awarding bodies
- Complete other duties as assigned by line management
- Strategic Objectives:-
- Supporting CUD mission, vision, values and strategic objectives
- Contributing to the development and implementation of service wide standards and improvements of administrative processes within the team
- Seek to develop and maintain service standards levels for the administrative functions and processes
- Contributing to structured Quality Assurance standards and reviews conducted by the graduate studies school
- Contributing to the university events and attend Open House Days, Students’ Graduation ceremony and other student related recruitment activities as directed
- Demonstrating a flexible approach to working hours to ensure continuity of service
- Participating in relevant internal and external training and development activities as identified by the line manager or the university
- Adhering to and be committed to the implementation of CUD’s Safeguarding policy and practices.
Financial Remediation Associate
Tanfeeth, Emirates NBD Bank
11.2019 - 03.2022
- Set up repayment plans and new terms of sale
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Create trust relationships with debtors
- Manage and resolve customer complaints
- Inform clients of overdue accounts and amount currently owed
- Investigate and resolve discrepancies
- Negotiate payoff deadlines or payment plans
- Update existing customer information
- Identify and escalate priority issues
- Plan course of action to recover outstanding payments
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures.
Collection Agent
TAHSEEL, HKDC Company
02.2019 - 08.2019
- Keep track of assigned accounts to identify outstanding debts
- Plan course of action to recover outstanding payments
- Locate and contact debtors to inquire of their payment status
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- Investigate and resolve discrepancies
- Create trust relationships with debtors, when possible, to avoid future issues
- Update account status and database regularly
- Alert superiors of debtors unwilling or unable to pay when necessary.
Collection Agent
FSMSS, First Solution Management Services, Etisalat
08.2017 - 08.2018
- Collect payments on past due bills
- Create a list of people who have not made payments
- Organize list according to severity of delinquency
- Locate customers using credit bureau information, background checks, loan documents, and other
- Paperwork or databases
- Call customers using telephone
- Utilize computer systems to handle skip tracing
- Inform clients of overdue accounts and amount currently owed
- Ensure all customer information is correct, including phone numbers and addresses
- Listen to customer's story and determine if debt can be collected
- Set up repayment plans and new terms of sale.
NOC Engineer
MICT Group
Khartoum
06.2016 - 02.2017
- Monitored and maintained network and software components according to established guidelines and best practices.
- Led preventive and corrective network and infrastructure maintenance requirements.
- Managed MS Server and Workstation operating systems.
- Closed first-time tickets quickly and met resolution volume requirements.
- Recommended proactive approaches to leadership team to improve stability of infrastructure components.
- Updated internal customers regarding open tickets and status of resolutions.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
- Installed fiber, ethernet, and console cabling in climate-controlled NOC.
Drive Test Engineer
PCT
Khartoum
12.2015 - 05.2016
- Streamlined data gathering, storage and access to minimize effort required to generate required customer supports.
- Uploaded and processed data achieved after benchmarking.
- Performed handover tests.
- Tested, identified and troubleshot problems with networks.
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
Call Center Agent
MTN
Khartoum
09.2013 - 11.2015
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
NOC Engineer
Sudatel Telecom Group
Khartoum
09.2012 - 08.2013
- Monitored and maintained network and software components according to established guidelines and best practices.
- Led preventive and corrective network and infrastructure maintenance requirements.
- Managed MS Server and Workstation operating systems.
- Closed first-time tickets quickly and met resolution volume requirements.
- Updated internal customers regarding open tickets and status of resolutions.
- Installed fiber, ethernet, and console cabling in climate-controlled NOC.
- Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
Education
Bachelor of Science - Electronic Engineering (Telecom & Control)
University of Gezira
Wad Madani, Sudan 11.2006 - 11.2011
High School Diploma -
Al Etisam Model Secondary School
Kasala, Sudan 04.2003 - 04.2006
No Degree -
Al Mirgani Primary School
Kasala, Sudan 04.2001 - 04.2003
No Degree - Telecommunications
Sudatel Telecommunications Academy
Khartoum, Sudan 04.2001 -
Skills
Microsoft Teams
Certification
Safeguarding Young People Colleges and Universities - Certificate
Additional Information
UAE Driving license (Dubai)
Timeline
Academic Support Officer
Canadian University Dubai - Graduate School
04.2022 - Current
Financial Remediation Associate
Tanfeeth, Emirates NBD Bank
11.2019 - 03.2022
Collection Agent
TAHSEEL, HKDC Company
02.2019 - 08.2019
Collection Agent
FSMSS, First Solution Management Services, Etisalat
08.2017 - 08.2018
NOC Engineer
MICT Group
06.2016 - 02.2017
Drive Test Engineer
PCT
12.2015 - 05.2016
Call Center Agent
MTN
09.2013 - 11.2015
NOC Engineer
Sudatel Telecom Group
09.2012 - 08.2013
Bachelor of Science - Electronic Engineering (Telecom & Control)
University of Gezira
11.2006 - 11.2011
High School Diploma -
Al Etisam Model Secondary School
04.2003 - 04.2006
No Degree -
Al Mirgani Primary School
04.2001 - 04.2003
No Degree - Telecommunications
Sudatel Telecommunications Academy
04.2001 -
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