Hanan Mohammed Ibrahim Hassan
Dubai,United Arab Emirates
Summary
A highly skilled professional with expertise in Microsoft Office systems and database operations including Oracle, CRM, SAP, Ethos, Altars, SPX, and Tergen. Demonstrates effective project management and data analysis capabilities alongside strong troubleshooting skills. Bilingual in English and Arabic, with critical business thinking and effective communication skills. Proven ability to lead teams and engage effectively with colleagues and external stakeholders. Committed to promoting diversity, equality, inclusion, staff health and welfare at work. Possesses excellent negotiation skills and a cheerful disposition with a positive attitude towards challenges.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
Work history
Executive - Services Centers
Community Development Authority - CDA
Dubai
2019.11 - 2026.03
- • Implement Dubai Model standards to deliver service excellence and align operations with government best practices.
• Prepare detailed monthly, quarterly, and annual performance reports to track service quality and support strategic decision-making.
• Analyze customer feedback, complaints and suggestions to identify trends, improve processes, and enhance overall service delivery.
• Coordinate with specialized departments to resolve customer complaints and suggestions efficiently and within defined timeframes.
• Delivery targeted training sessions for staff on complaint/suggestion handling, feedback management, and service excellence standards.
• Escalate complex customer issues and technical challenges to senior management with proposed solutions and action plans.
• Lead the creation of professional presentations and communication materials to support strategic initiatives and improve stakeholder engagement.
• Enhance customer interaction standards by refining response templates and ensuring a consistent, high-quality communication tone.
• Adhered strictly to regulatory guidelines during all stages of complaints/comments/suggestions processing.
• Enhanced company reputation by tactfully managing dissatisfied clients.
• Upheld high standards of customer service whilst dealing with challenging situations and individuals.
• Assured satisfaction by providing professional and empathetic responses to customers' concerns.
• Collaborated with stakeholders to accurately resolve disputes within specified timeframe.
• Developed solutions for complex cases, improving overall service quality.
• Maintained detailed records of customer interactions, ensuring transparency in communication history.
• Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
• Provided constructive feedback based on personal experiences on the job which contributed towards policy changes aimed at reducing recurrence of similar issues.
Negotiated with customers diplomatically to reach mutually agreeable solutions.
SECURITY COORDINATOR
Emirates Airline – Group Security
2013.11 - 2019.04
- Supervised all provided security services i.e. Aircraft Security, Access Control Area, Ramp Security ...etc.
- Carried individually and complied all QMS requirements and processes as CAPU - main QMS Coordinator
- Project scope development
- Monitored network and manpower performance.
- Handled related unit administration works i.e. attending meeting, staff rostering and their allocation, preparing periodic reports... etc.
EXECUTIVE - FRONT DESK
AXA Insurance Company
2008.08 - 2013.08
Airport Service Agent
Emirates Airline
Dubai
2004.12 - 2007.11
- Provided customer support for clients and their baggage handling
- Prepared travel itinerary for clients in case of missed flights or cancelled flight unexpectedly.
- Verify the validity of passengers’ documentation, with respect to immigration and security requirement.
- Trained new employees on customer service and upselling ... etc.
Education
Diploma - Security Management System
Edith Cowan University
2014.01 - 2016.01
Secondary High School - undefined
Za’abeel High School
1999.01 - 2000.01
Skills
- Competent in the use of Microsoft Office systems;
- Database operation: Oracle, CRM, SAP, Ethos, Altars, SPX and Tergen;
- Effective Project Management;
- Data Analysis;
- Troubleshooting
- Bilingual: English (oral/written), Arabic (Mother tongue);
- Critical and Business Thinking;
- Effective Communication and Administration Skills;
- Problem solving skills;
- Conduct work interview, briefing and coaching;
- Ability to effectively engage with colleagues and external stakeholders;
- Diligent with great attention to detail;
- Cheerful disposition with a positive, can-do attitude;
- Time management and handling work pressure;
- Effective Writing Reports/Researches and Essays Skills;
- Quality Control;
- Proven ability to lead a team;
- Negotiation and Persuasion Skills;
- Excellent Knowledge of promoting diversity, equality and inclusion at work;
- Very good knowledge and practical experience of promoting staff’s health and welfare – especially for new joiners;
- Quick and effective learning skills;
- Innovation/Creativity;
- Social
LANGUAGES
ARABIC : Native
ENGLISH : Fluent
REFERENCE
Maryam, Mohammed, Police Officer, r3r3r_79@hotmail.com, +97150 978 8078, Dubai Police
INTERESTS
Photography, Designing event cards /poster, Staff Engagement, Life Mentoring, Writing Journals / Essays, Using Internet, Social Media, Event Management, Making presentation, Making Budget
Timeline
Executive - Services Centers
Community Development Authority - CDA
2019.11 - 2026.03
Diploma - Security Management System
Edith Cowan University
2014.01 - 2016.01
SECURITY COORDINATOR
Emirates Airline – Group Security
2013.11 - 2019.04
EXECUTIVE - FRONT DESK
AXA Insurance Company
2008.08 - 2013.08
Airport Service Agent
Emirates Airline
2004.12 - 2007.11
Secondary High School - undefined
Za’abeel High School
1999.01 - 2000.01