IBRAHIM WALI
Dubai
Summary
Experienced client service and operations professional with 18+ years of experience in the UAE, including 15+ years with DataFlow Services in healthcare verification and applicant support operations. Currently working as Associate Manager - Applicant Support & Call Centre, supporting Dubai Health Authority (DHA) operations. Experienced in client delivery, stakeholder management, applicant support, call centre operations, team supervision, escalation management, document management, and service quality. Based at the DHA client office since 2011, serving as a key point of coordination between DataFlow and the client. Proven ability to manage day-to-day operations, lead teams, resolve complex issues, maintain client relationships, and ensure high-quality service delivery. Recognized for strong communication, reliability, problem-solving, decision-making, and the ability to work effectively in demanding, client-facing environments.
Overview
21
21
years of professional experience
Work History
Associate Manager - Applicant Support & Call Centre
DataFlow Services
Dubai
01.2011 - Current
- Manage Applicant Support and Call Centre operations supporting Dubai Health
- Authority (DHA) requirements.
- Based at the DHA client office since 2011. acting as a key operational contact between
- DataFlow and client.
- Lead and supervise applicant support and call centre activities to ensure efficient and professional service delivery.
- Coordinate daily operations, workflows, staff responsibilities, and service requirements.
- Handle complex applicant and client queries. escalations, complaints, and operational issues.
- Maintain strong professional relationships with DHA, internal departments, applicants. and other stakeholders.
- Coordinate with internal teams to resolve issues efficiently and ensure timely completion of applicant requirements.
- Monitor service quality and operational performance in line with established KPIs and client expectations.
- Support team members in handling difficult cases and provide guidance on operational and customer service matters.
- Ensure applicants receive accurate. professional, and timely assistance throughout the verification process.
- Contribute to maintaining smooth day-to-day operations in a high-volume, client-facing
- Environment.
- Demonstrate consistent career progression within DataFlow through reliability, operational knowledge, and strong performance.
- Progressed through multiple positions within
- DataFlow Services, taking on increasing levels of responsibilities in applicant support, client coordination, operations, and team supervision.
Document Management Coordinator
Infas ME Co.
Dubai
01.2010 - 03.2010
- Managed documentation and data records for major projects, including the Du project.
- Maintained accurate records and supported project documentation requirements.
- Coordinated documentation with relevant teams to ensure information was properly organized and accessible.
Document Management Coordinator
Horizon International Co.
Dubai
12.2007 - 12.2009
- Coordinated document management activities for key projects.
- Maintained organized records and documentation systems.Supported project teams with document control and administrative coordination.
Document Management Coordinator
Armex Co.
Dubai
05.2007 - 10.2007
- Handled document control and data management activities.
- Supported major projects, including the Du project.
- Maintained accurate documentation and provided administrative support to project teams.
Public Relations Officer (PRO)
House of Translation Co.
Dubai
02.2006 - 02.2007
- Represented the company in meetings and conferences.
- Supported company decision-making and problem-solving activities.
- Managed data entry and information processing.
- Coordinated administrative and public relations activities.
Call Centre Executive
Data Direct Co.
Dubai Media City
03.2007
- Worked on the Du project within the marketing sector.
- Conducted customer surveys for the Double
- A project.
- Attended training related to Audi customer relationship operations.
- Provided professional customer service and maintained a high standard of communication.
Education
Intermediate Education - Computer Basics Course
United Arab EmiratesSkills
- Client Delivery & Relationship Management
- Operations Management
- Applicant Support & Customer Experience
- Call Centre Management
- Team Leadership & Staff Supervision
- Stakeholder Management
- Escalation & Complaint Resolution
- KPI & Service Performance Management
- Process Coordination & Improvement
- Document & Data Management
- Problem Solving & Decision Making
- Cross-Functional Coordination
- Communication & Customer Service
- Public Relations
- Client & Customer Management
- Customer Service
- Escalation Handling
- Operations & Leadership
- Call Centre Supervision
- Team Leadership
- KPI Management
- Workflow Coordination
- Service Quality
- Administration
- Technical Administration
- Data Management
- Computer Skills
- Reporting Process Coordination
- Professional Communication
- Time Management
- Conflict Resolution
- Relationship Building
Raw Text Notes - Date Parsing Assumptions
- For 'January 2011' used start_date as 2011-01-01.
- For 'Present' used end_date as null and is_current=true.
- For 'March 2010' used end_date as 2010-03-31.
- For 'December 2007' used start_date as 2007-12-01.
- For 'December 2009' used end_date as 2009-12-31.
- For 'May 2007 - October 2007' used start_date as 2007-05-01 and end_date as 2007-10-31.
- For 'March 2007' used start_date as 2007-03-01 and end_date as 2007-03-31.
- For 'February 2006 - February 2007' used start_date as 2006-02-01 and end_date as 2007-02-28.
Email Addresses
- For 'January 2011' used start_date as 2011-01-01.
- For 'Present' used end_date as null and is_current=true.
- For 'March 2010' used end_date as 2010-03-31.
- For 'December 2007' used start_date as 2007-12-01.
- For 'December 2009' used end_date as 2009-12-31.
- For 'May 2007 - October 2007' used start_date as 2007-05-01 and end_date as 2007-10-31.
- For 'March 2007' used start_date as 2007-03-01 and end_date as 2007-03-31.
- For 'February 2006 - February 2007' used start_date as 2006-02-01 and end_date as 2007-02-28.
Personal Information
Title: Associate Manager - Applicant Support & Call Centre
Languages
- English, Professional
- Arabic, Professional
Timeline
Associate Manager - Applicant Support & Call Centre
DataFlow Services
01.2011 - Current
Document Management Coordinator
Infas ME Co.
01.2010 - 03.2010
Document Management Coordinator
Horizon International Co.
12.2007 - 12.2009
Document Management Coordinator
Armex Co.
05.2007 - 10.2007
Call Centre Executive
Data Direct Co.
03.2007
Public Relations Officer (PRO)
House of Translation Co.
02.2006 - 02.2007