Jasim Kashwani
Summary
Experienced customer happiness center manager and chief officer at Roads and Transport Authority in Dubai, boosted customer satisfaction from 60% to 90% in six months. Recognized for pioneering initiatives such as smart kiosks and 'esa’alni / ask me' project, receiving the Namous 2017 award for best customer services employee. Previous role as assistant producer at Dubai Media Incorporation involved overseeing program logistics and production coordination.profile shows. Demonstrates excellence in customer service, team leadership, and quality support delivery, with a commitment to enhancing public awareness and engagement through strategic initiatives.
Overview
33
33
years of professional experience
Work History
Customer Happiness Center Manager- Chief Officer
Roads and Transport Authority (RTA)
Dubai
11.2008 - Current
- Achievements to raise customer satisfaction from 60% to 90% within 6 month (Target= 75%). Implementation of 7 Star Services Requirements and lead the team towards successful implementation.
- Providing ideas and initiatives: Smart Kiosk, Setup and commission JBR Customer Service Center, Lead Team to deliver 'Customer Happiness Week' externally.
- Set up areas for certain categories like people with determination, Insurance companies and writing stand, Plasma Screens, Signage, First aid Kits, activation of Electronic Payment, Special Needs Parking, etc.
- Accomplishments: Winner of Namous 2017 Award 'Best Customer Services Employee – RTA Representative in Dubai Government Excellence Program (DGEP) for Best Employee in Customer Services Medal 2018. -Received more than 20 certificates of appreciation- Nominated for Best New Employee (DGEP), 2004.
- Other Examples of key achievements and participations: Development of 'Customer Journey' vs. Customer Needs Idea and implement it across multiple services.
- Member in Customer Services Center Development committee at RTA Level.
- Project Manager of Customer Week Event (2013 at Mirdif City Center and 2014 at Dubai Mall), entire event planning and management, a project that was appreciated and recognized by HE Mattar Al Tayer and asked to be repeated annually. Aimed to public awareness of RTA various activities.
- Initiation and implementation of 'Esa’alni / Ask Me' Project and Emergency Token system.
- Implementation and Initiation of Emergency Staff allocation among customer Service centers (Back up plans).
- Initiation and implementation of 'Lamasat Terhebeiah / Welcome Notes' Project.
- In charge of Upgrading Ahli Driving Center, Upgrading Dubai Driving Center, Upgrading Belhasa Driving Center, In charge of Al-Barsha - Customer Services Center.
- Achievements: improve customer satisfaction from 81% to 89.4% within 4 months (Management Expected Average = 88%).
- Launch of Customer Happiness Center at Al Manara / Dubai Municipality.
- Active Team member for HH Sheikh Hamdan Awards -2015.
- Experienced through Tasjeel Centers (Al Qusias, Al Barsha), Tamam Al Kendi Cenetr, Sahmel Emirates, Emirates Driving institute and Caladari Driving Institute.
- Activation and launch of RMS at Um Ramooul Cenetr-2009.
- Activation and launch of the Federal System in Al Barsha Center-2011.
- Achievement of Highest 2nd ranking in Employee Happiness at Al Tawar Cenet 2024.
Assistant Producer
Dubai Media Incorporation (Dubai TV)
Dubai
12.2003 - 11.2008
- Ahel al marifa: (+13 Episodes) as per the instruction of HH Sheikh Mohamed Bin Rashid Al Maktoom to support and speared Knowledge to all audience, a program to promote knowledge and arts. Handled the duty of Producer responsible of entire program logistics activities.
- Qareeb Al Manal: (+ 20 Episodes) Responsible of entire Program Production requirements, including coordination with all involved parties and stakeholders to assure successful delivery to Dubai TV audience. During which meeting and episodes where organized with Minister of Labor, Managing Director of Damas Group.
- DU (filers): advertisements series to promote UAE monuments, this includes meeting all leaders from Zayed University.
- Naltaqi: (+ 3 years, episodes every week), coordination with guest of honors (Celebrities from the Arab world) and availability of air tickets and accommodation. Example of guest: Mrs. Adel Imam (Egypt), Mrs. Hayat Al Fahad (Kuwait), Mrs. Suad Abdula (Kuwait), Mr. Ghanem Al Saleh (Kuwait), Mr. Dawood Hussain (Kuwait) and the former Minister of Culture in Republic of Yemen.
- Dubai Cares: ( ) a charity program to organize collection and distribution of donation to needy according to Dubai Government direction. Examples of key guests: Mr. Waleed Al Qtami, Minister of Education, Mr. Ahmed Al Kaabi, Former Minister of Labor.
Editor, Director & Announcer
Dubai Business Channel
Dubai
03.2003 - 05.2003
- In charge of Gulf Singing Program.
- Responsible for religious programs at Dubai Media Incorporation.
- Responsible for the Clash on the Sands program.
- Responsible on Religious program about horses Contest Program Dear To Challenge It.
- Nominated in Dubai TV for Dubai Excellence Programme- 2006.
Public Relation Department
Dubai
06.2002 - 08.2002
- Customer serves.
Summer work placement
National Bank of Sharjah
Sharjah
06.2001 - 08.2001
Summer work placement
Investment Bank
Sharjah
06.1998 - 08.2000
Summer work placement
Habib Bank Limited
Sharjah
06.1993 - 08.1994
Education
BC.s - Information & Mass Communication & Public Relation
Ajman University of Science & Technology
Ajman, U.A.E06.2003
High school Degree - Art
Ahmad bin Hanbal Secondary School
Sharjah06.1999
Skills
- Customer service excellence
- Innovative solutions
- Quality support delivery
- Team leadership
- Volunteer engagement
- Performance monitoring
Activities
- Football
- Reading
- Events Planning
- Photography
Custom Section
- Nominated for the Dubai Government Excellence (Career Excellence), 2006
- Best television program in the UAE at Mohammed bin Rashid Award for Government Performance, 2009
References
Provided upon Request.
Personal Information
Number of Children: 3
Languages
Arabic
First Language
English
Advanced
C1
Urdu
Upper Intermediate
B2
Accomplishments
- Built and nurtured key client relationships to enhance and accomplished all Customer Satisfaction Targets
Timeline
Customer Happiness Center Manager- Chief Officer
Roads and Transport Authority (RTA)
11.2008 - Current
Assistant Producer
Dubai Media Incorporation (Dubai TV)
12.2003 - 11.2008
Editor, Director & Announcer
Dubai Business Channel
03.2003 - 05.2003
Public Relation Department
06.2002 - 08.2002
Summer work placement
National Bank of Sharjah
06.2001 - 08.2001
Summer work placement
Investment Bank
06.1998 - 08.2000
Summer work placement
Habib Bank Limited
06.1993 - 08.1994
BC.s - Information & Mass Communication & Public Relation
Ajman University of Science & Technology
High school Degree - Art
Ahmad bin Hanbal Secondary School