Asma Jasem Alhosani
Ajman
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Call Center Supervisor
Emirates School Establishment
2023.01 - Current
- Preparing a plan to develop the automatic response system for the organization’s call center and working on updating it in accordance with the standards of the Emirates Program for Excellence in Government Service
- Follow up on the implementation of the corrective plan and the secret shopper of the call center
- Motivates and supports agents through feedback and communication.
- Measures KPI’s like inbound calls, call waiting, and call abandonment.
- Provides product/service information by answering questions and offering assistance.
- Developed and implemented customer service policies and procedures
- Direct interaction with cases that require immediate communication with the customer and working to gain customer satisfaction
Executive - Customer Happiness
Emirates School Establishment
2021.01 - 2022.12
- Developing procedures for providing electronic services to the institution based on the bureaucracy project.
- Follow up on the implementation of the operational management plan for the initiative to transform towards seven-star services
- Responding to customers’ inquiries and ensuring that they are able to use electronic services
- Follow up on the division of the department’s budget according to the required needs and coordinate with the concerned departments to disburse the resulting dues
- Participate in the bureaucratic zeroing team and work to reduce service procedures (3 services have been completed)
Executive - Customer Happiness
Ministry Of Education
2018.05 - 2020.08
- Developing service delivery procedures
- Follow up on the completion of transactions received from the Ministry of Foreign Affairs
- Provide service information to customers upon and answered questions via phone and inquiries
email - Writing minutes of meetings and following up on requirements according to the specified implementation period
- Coordinating between the work team regarding the tasks assigned by the direct manager and inventorying them to be discussed in the meetings
Education
Bachelor in Communication & Media Sciences - Specialization in Integrated Strategic Communicati
Zayed University - Dubai
Dubai 2001.04 -
Aljurf High School
Ajman, United Arab Emirates07.2011
Skills
Knowledge of Microsoft Office (Word, Excel, PowerPoint, Access, Movie Maker, Outlook)
Information tracking
Excellent Communication
Team Collaboration
Self Motivation
Ability to manage time
Leadership, decision making, and motivational skills
Customer service focus
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Professional Diploma
Customer Service Diploma - Ministry of Interior 2019/2020
Timeline
Call Center Supervisor
Emirates School Establishment
2023.01 - Current
Executive - Customer Happiness
Emirates School Establishment
2021.01 - 2022.12
Executive - Customer Happiness
Ministry Of Education
2018.05 - 2020.08
Bachelor in Communication & Media Sciences - Specialization in Integrated Strategic Communicati
Zayed University - Dubai
2001.04 -
Aljurf High School
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