Mai Hossameldin Mourad
Ajman
Summary
Accomplished professional specializing in customer relationship management and executive support, with a strong track record in advanced scheduling and organizational skills. Demonstrated success in effectively managing customer complaints and fostering team collaboration to enhance meeting organization. Proficient in utilizing risk assessment tools to improve client relationship management, particularly in event planning and strategic meeting facilitation. Aiming to leverage expertise in customer complaint management and executive support to contribute to organizational success.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Operations supervisor
Amina health group
Ajman, UAE
2025.11 - 2026.05
- Directed team tasks for improved productivity and staff morale.
- Monitored health and safety measures for guaranteed compliance.
- Scheduled maintenance activities, reducing equipment downtime.
- Enhanced operational efficiency by refining workflow processes.
- Boosted team performance with regular training sessions.
- Implemented safety protocols for a safer work environment.
- Motivated and trained employees to maximise team productivity.
- Monitored daily and weekly KPIs, implementing improvement strategies to maintain on-track status.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
Executive Assistant to Chief Executive Officer
Amina health group
Ajman
2025.04
- Handled confidential documents, ensuring secure information management practices were upheld.
- Managed board meeting minutes, maintaining accurate records of executive decisions.
- Prepared comprehensive reports to assist executive decision-making process.
- Prioritised tasks according to urgency, leading to improved workflow management.
- Enhanced CEO's productivity by managing time effectively.
- Organized high-level events to improve stakeholder relations.
- Assisted CEO with preparation of strategic plans, contributing to company growth.
- Managed complex scheduling, resulting in maximized productivity.
- Translated complex data into understandable reports; contributed significantly towards informed decision making.
- Coordinated meetings for effective decision-making processes.
- Drafted documents and reports for management review.
- Scheduled meetings, conferences and appointments.
- Arranged supplies, documents and spaces for meetings.
- Screened incoming phone calls and relayed detailed messages.
- Organized master calendar of appointments, operational targets and projects.
- Documented conferences, meetings and appointments with verbatim reports.
- Achieved an 80% patient satisfaction rate within six months through service quality improvements.
Senior customs compliance specialist
Data Direct group
Dubai, UAE
2024.04 - 2025.03
- Handled high-volume telephone calls to address and resolve customer queries.
- Collaborated with the team to identify and target customer needs, driving sales through informed recommendations.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Gave out information and advice about available options.
- Understand the patient problem carefully and provide the solution.
Back Office Executive
Teleperformance UAE
Dubai
2020.01 - 2023.02
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Provide knowledge and resources to prepare team members for success and top performance.
- Ensure compliance with healthcare standards, in addition to managing patients' complaints.
- Support the medical facilities in following regulatory standards, policies and legislations.
- Arrange a variety of written communications and documents to ensure smooth workflow.
- Follow up on team performance and promote adherence to quality assurance standards.
- Monitored team performance, and provided constructive feedback to increase productivity and maintain quality standards.
- Monitor new employees, arrange daily performance reports, and provide support if needed.
- Responded to customer enquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Handle emails, chat, outbound and inbound calls, and conduct oral and practical training on the use of the system, workflow, and template creation.
Parent Relations Executive
gems al khaleej national school
Dubai
2017.04 - 2019.07
- Provide high-quality and professional admissions services to all inquirers and parents.
- Organize and conduct events and activities for students with parental involvement.
- Promote the school to new parents and collaborate in coordinating school tours and events.
- Respond to questions via phone and email regarding the school and admissions process.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Make appointments as required and generate all needed paperwork for assessments.
- Scan all received paperwork and save it electronically and in the student's paper file.
- Collaborate with the admissions staff to identify the best way of application review.
- Process and audit student data in the system, such as contact details & registration records.
- Enter data accurately and within appropriate timescales into the pupil database system.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Project Supervisor, Customer care representative
IPSOS marketing
Dubai
2013.04 - 2015.07
- Delivered completed projects on time by prioritizing multiple tasks.
- Trained employees in safety procedures and protocols, as directed by company regulations.
- Ensure that all necessary paperwork is completed and submitted to the proper people.
- Interact with business partners to receive orders, direct activities, and convey instructions.
- Follow-up communication and emails to ensure all parties have the needed information.
- Specify goals for performance deadlines in ways that comply with company plans and vision.
- Deliver information about projects, corporate strategies, and upcoming projects to staff.
- Delivered status reports to stakeholders for budgeting and planning purposes.
Customer care representative
Mullin shopping
Dubai
2011.01 - 2013.02
- Resolve products and service issues by determining the cause, and offering the best solutions.
- Maintain customer records history by updating service requests, complaints, and notes.
- Ensure all transactions are completed within timescales, and with a high degree of accuracy.
- Maintain strong knowledge of available services, and the varying advantages of each.
- Establish rapport with new clients, and maintain friendly and professional customer interactions.
- Provided ongoing after-care support for customers by fixing [Product] issues and answering technical questions.
Education
Diploma of Higher Education - Computer Science
Ain Shams University
EgyptDiploma of Higher Education - Bachelor of Commerce
Ain Shams
EgyptSkills
- Customer complaint management
- Team collaboration
- Effective team work
- Risk assessment tools
- Advanced scheduling
- Organizational competence
- Customer relationship management software
- Meeting facilitation
- Scheduling expertise
- Meeting organization
- Executive support
- Client Relationship Management
- Event planning
- Customer relationship management
Certification
Six sigma Yellow belt
LANGUAGES
Arabic Native language
English Advanced
Arabic Native
Timeline
Operations supervisor
Amina health group
2025.11 - 2026.05
Executive Assistant to Chief Executive Officer
Amina health group
2025.04
Senior customs compliance specialist
Data Direct group
2024.04 - 2025.03
Back Office Executive
Teleperformance UAE
2020.01 - 2023.02
Parent Relations Executive
gems al khaleej national school
2017.04 - 2019.07
Project Supervisor, Customer care representative
IPSOS marketing
2013.04 - 2015.07
Customer care representative
Mullin shopping
2011.01 - 2013.02
Diploma of Higher Education - Bachelor of Commerce
Ain Shams
Diploma of Higher Education - Computer Science
Ain Shams University