Alya Alhanaee
Sharjah
Summary
Seeking a career opportunity to utilize my knowledge and experience in field of business development and services, customer relations, and administrative management.
Overview
15
15
years of professional experience
Work History
Customer service section
Ministry of Education
2024.07 - Current
- Member of the Zero Bureaucracy team, contributing to service development and improvement.
- Part of the Services 2.0 team, focused on service development.
- Team Leader managing 25 employees and monitoring e-services performance and completion.
Acting Head of Customers Happiness Section
Emirates Schools Establishment
2021.01 - 2024.06
- Develop Section’s operation plan and set objectives.
- Supervise a team of 39 employees in their work performance and achievement of set targets.
- Identify opportunity of Improvements in the process of delivering the digital services to lead to distinguish customer experience.
- Monitor services KPIs and issue report to the Management of the achievements and correction plan.
- Involve in the recruitment process for new staff.
- Develop the training plan for the team in coordination with Human Capital Department.
- Provide progress report and highlight unsettled cases to management and suggest ways for its resolution.
- Study proposal received for specific projects conducted to improve the customer’s Journey and set recommendations for Management.
- Collaborate with Ministry of Foreign Affairs & International Cooperation to ensure executing the service of Verifying the authenticity of the Student’s School Academic Certificates within the agreed time frame.
Customer Happiness Department
Ministry of Education
2017.01 - 2020.12
- Execute Customers requirements within the set timeframe and ensure that the services provided exceed the expectation.
- Highlights on unsettled issues to the management and suggests ways for its resolution.
- Participates in the planning process for the department’s budget and maintains the records for the same.
- Prepares progress reports of the department’s initiatives to the management and recommends actions to be taken.
Organizational Excellence Department
Ministry of Education
2011.01 - 2016.12
- Deliver benchmarking reports.
- Oversee on issuing Satisfaction surveys related to customers, employees, and students.
- Issue Departmental reports and administrative Memos.
- Execute services provided to customers meeting excellence standards.
Education
Bachelor of Business Administration - Public Administration
Skyline University College
2020
Diploma in Applied Business and Technology -
Higher Colleges of Technology
Sharjah2008
Skills
- Computer Skills
- Leadership
- Time Management
- Communication
- Work Under Pressure
Accomplishments
- Actively participated in the development of MOE Customers Happiness Center – Ajman which has been awarded as the Second best Happiness Center from 600 federal centers competing in UAE – 2019.
- Member of proactive services team which been formed by the Ministry of Possibility – 2019.
- Executed all the tasks successfully assigned within the development team and being a part of the achievement of 5 stars awarded to the Happiness Center in 2013 based on the assessment of Emirates Government Services Excellence Program.
Languages
Arabic
Proficient
C2
English
Upper Intermediate
B2
Interests
- lifestyle
- Travelling
- Organizing events
Professional Development
- Project Management Leadership Framework,2025
- Zeroing Bureaucracy Through Behavioral Change,2024
- Microsoft Technologies for Experiences in the Metaverse,2023
- Digital Transformation Roadmap,2023
- 5 Keys to Transformative Growth,2023
- Digital Services Designer Program, 2021
- Future Strategies, 2019
- Emirates Government Services Excellence Program, 2019
- Operations management and continuous improvement of Kaizen Model, 2018
- Customers Happiness Program, 2018
- Induction Level – Project Management, 2017
- Awareness – Business Process Design, 2017
- Competencies development for administrator, 2017
Timeline
Customer service section
Ministry of Education
2024.07 - Current
Acting Head of Customers Happiness Section
Emirates Schools Establishment
2021.01 - 2024.06
Customer Happiness Department
Ministry of Education
2017.01 - 2020.12
Organizational Excellence Department
Ministry of Education
2011.01 - 2016.12
Bachelor of Business Administration - Public Administration
Skyline University College
Diploma in Applied Business and Technology -
Higher Colleges of Technology