Mai Alaa Elsayed Abdelmutalib Kheder
Fujairah,United Arab Emirates
Summary
Expert in enhancing customer satisfaction through quality service and exceptional support. Skilled in implementing customer service best practices to drive positive outcomes. Proven ability to resolve issues efficiently and foster long-term client relationships.
Overview
1
1
Certification
4
4
years of post-secondary education
14
14
years of professional experience
Work history
Freelance Recruiter & Licensing Consultant
MWT Global Consultancy - Vega International Ltd
Dubai
2025.09 - 2026.04
- Recruited and vetted freelance talent to match skills, experience, and availability with client needs, enhancing project success
- Collaborated with clients to define role requirements, project scope, and rates, establishing clear expectations for freelance assignments
- Coordinated communication between clients and freelance talent to support smooth onboarding and clear understanding of terms
- Managed licensing and compliance requirements, ensuring freelance engagements adhered to applicable standards and policies, minimising risk
Customer Service Ambassador
Shory Technology LLC, Abu Dhabi
Abu Dhabi
2024.09 - 2025.02
- Delivered front-line insurance customer support, handling inquiries, motor policies, claims guidance, and complaint resolution with customer-focused approach.
- Guided customers through coverage options and purchasing decisions, enhancing customer experience and retention.
- Managed CRM documentation and processed insurance quotations and policies to facilitate sales and cross-selling.
- Ensured audit and regulatory compliance by adhering to internal procedures and maintaining accurate, up-to-date records.
Emergency Cashier
Emirates Hospital Jumeirah, Dubai
Dubai
2022.12 - 2024.03
- Handled patient billing processes, calculating fees, collecting payments, and issuing receipts to ensure smooth financial transactions
- Provided patients and families with information and guidance on financial responsibilities and payment options
- Coordinated with insurance providers to secure treatment approvals and clarify patient coverage, facilitating timely access to care
- Managed admission procedures to accurately collect and enter patient information, enhancing data integrity and patient experience
Guest Relations Associate
Medcare Women & Children Hospital, Dubai
Dubai
2021.03 - 2022.12
- Processed payments and issued invoices for patient services, ensuring accuracy and compliance with billing procedures to enhance financial integrity
- Maintained organised records of patient transactions to facilitate effective financial tracking and reporting
- Facilitated successful appointments by scheduling accurately and promptly.
- Supported the billing department in resolving discrepancies; ensured prompt payment from patients.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Interacted with various departments to ensure streamlined flow of information and documents.
- Ensured patient comfort by providing clear communication and timely service.
Customer Service Representative
Saudi German Hospital, Ajman
Ajman
2019.06 - 2021.01
- Managed follow-up communications with patients and related parties, enhancing continuity of care
- Coordinated patient admissions and insurance processes, ensuring accurate documentation and streamlined onboarding
- Supported multiple physicians with administrative tasks, ensuring organised records and timely information flow
Patient Happiness Executive
NMC Royal Hospital, Dubai
Dubai
2017.05 - 2019.05
- Oversaw front desk operations, facilitating seamless patient check-in, check-out, and inquiry resolution
- Maintained service quality standards at reception, prioritising patient comfort, clear communication, and prompt assistance
- Managed medical forms and documentation, ensuring accurate patient records and streamlined administrative processing
HR Licensing Coordinator
Thumbay Group, Ajman
Ajman
2015.11 - 2017.03
- Managed end-to-end licensing applications and issuance processes with UAE authorities, ensuring compliance and efficiency
- Ensured compliance with local regulations and authority requirements throughout licensing process
- Coordinated with internal stakeholders and government entities to ensure timely and accurate submission of licensing documents, supporting seamless operations
- Tracked application status with UAE authorities and followed up to expedite license approvals and renewals, minimizing delays
- Maintained organized records and documentation related to all license applications in UAE
Customer Service Advisor
Teleperformance & Convergys, Cairo
Cairo
2012.06 - 2015.01
- Delivered high-volume customer support in travel and telecom environments, handling 200+ daily customer inquiries with consistent adherence to service standards
- De-escalated customer complaints by actively listening, clarifying issues, and providing clear, solution-focused responses to maintain customer satisfaction
- Applied company policies and procedures to resolve customer issues while ensuring professionalism and focus on customer needs
- Documented customer interactions in relevant systems to maintain complete records and enable effective follow-up
Education
B.A. - Foreign Languages & Translation
MISR University for Science & Technology
6 October City 2009.09 - 2013.10
Skills
- Data entry
- Microsoft Office Suite
- Internet and email proficiency
- Computer literacy
- Windows operating system
- Critical thinking and problem solving
- Decision making
- Conflict resolution
- Team leadership
- Multitasking and time management
- Quick learning
- Active listening
- Adobe Photoshop
Certification
- FIRE AND SAFETY TRAINING SAUDI GERMAN HOSPITAL AJMAN DEC 2020 - PRESENT
- CERTIFICATE OF PARTICIPATION INTERNATIONAL CONGRESS OF CARDIOVASCULAR DISEASES AND DIABETES APR 2017 - PRESENT
- MICROSOFT EXCEL GOLD INTERMEDIATE MICROSOFT TECHNOLOGY COMPANY MAR 2018 - MAR 2018
- FIRST AID SPORTS INJURY DUBAI CORPORATION FOR AMBULANCE SERVICES NOV 2022 - PRESENT
- FUTURE OF LIBRARIES IN 21ST CENTURY DEPARTMENT OF CULTURE & TOURISM ABU DHABI NOV 2022 - PRESENT
- EFFECTIVE LISTENING (2019) LINKEDIN LEARNING NOV 2025 - PRESENT
- TECHNICAL WRITING: QUICK START GUIDES LINKEDIN LEARNING NOV 2025 - PRESENT
- DRIVING WORKPLACE HAPPINESS LINKEDIN LEARNING NOV 2025 - PRESENT
- LEARNING OFFICE 2024: WORD, EXCEL, POWERPOINT, AND OUTLOOK LINKEDIN LEARNING NOV 2025 - PRESENT
- WHAT'S THE SO WHAT: WRITING CLEARLY FOR A BUSINESS AUDIENCE LINKEDIN LEARNING NOV 2025 - PRESENT
- CUSTOMER SERVICE FOUNDATIONS LINKEDIN LEARNING NOV 2025 - PRESENT
- CUSTOMER SERVICE: INTERPRETING CUSTOMERS’ SERVICE PRIORITIES SKILLSO MAY 2021 - PRESENT
- CUSTOMER SERVICE: ADAPTING TO YOUR CUSTOMERS’ CUES SKILLSOFT MAY 2021 - PRESENT
- ENGLISH PROFICIENCY BRITISH COUNCIL DEC 2020 - DEC 2021
- HUMAN DEVELOPMENT LIFE MAKERS ASSOCIATION JAN 2009 - PRESENT
- CREATIVITY AND INNOVATION THUMBAY GROUP JAN 2021 - PRESENT
- INTERPERSONAL SKILLS THUMBAY GROUP MAR 2017 - PRESENT
- INTERNATIONAL COMPUTER DRIVING LICENSE INTERNATIONAL COMPUTER DRIVING LICENSE UNESCO JUN 2009 - PRESENT
- TRAVEL COUNSELLOR TRAVEL INDUSTRY COUNCIL OF ONTARIO APR 2014 - PRESENT
- CERTIFICATE OF PARTICIPATION EMIRATES BODYBUILDING & FITNESS FEDERATION JAN 2026 - PRESENT
LANGUAGES
ARABIC
ENGLISH
FRENCH
GERMAN
VOLUNTEERING
- Emirates Red Crescent, United Arab Emirates
- Volunteers.ae, United Arab Emirates
PERSONAL DETAILS
- Date of birth: 17 Dec 1990
- Nationality: Egyptian
- Marital status: Single
Affiliations
- Cycling, Swimming, Social Media, Oud &Violin Playing and Listening To Music
References
References available upon request.
Timeline
Freelance Recruiter & Licensing Consultant
MWT Global Consultancy - Vega International Ltd
2025.09 - 2026.04
Customer Service Ambassador
Shory Technology LLC, Abu Dhabi
2024.09 - 2025.02
Emergency Cashier
Emirates Hospital Jumeirah, Dubai
2022.12 - 2024.03
Guest Relations Associate
Medcare Women & Children Hospital, Dubai
2021.03 - 2022.12
Customer Service Representative
Saudi German Hospital, Ajman
2019.06 - 2021.01
Patient Happiness Executive
NMC Royal Hospital, Dubai
2017.05 - 2019.05
HR Licensing Coordinator
Thumbay Group, Ajman
2015.11 - 2017.03
Customer Service Advisor
Teleperformance & Convergys, Cairo
2012.06 - 2015.01
B.A. - Foreign Languages & Translation
MISR University for Science & Technology
2009.09 - 2013.10