Mai Housam Mourad
Dubai
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Licensing Specialist
Allocation Assist
02.2023 - Current
- Registering new doctors in UAE health systems
- (DHA-MOH-DOH)
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
- Updated documents such as municipal codes and city charters.
- Proven ability to learn quickly and adapt to new situations.
- Book exams and educate doctors about the studying materials
- Avoid applications rejections
- Follow the standers and requirements for each authority to avoid rejection and delay.
- Stayed up-to-date on laws and licensing requirements to complete accurate and efficient reviews.
- Performed routine data entry or document management.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
Chat Representative | HRS - Team leader
Dubai Health Authority
01.2020 - 01.2023
- Teleperformance Dubai health authority project)
- Emails and, Conduct oral and practical training on the use of the system, workflow, and template creation
- Handle HRS requests such as Doctors' or clinics' licenses and licenses cancellation or transfer
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Review and inspect complaints received via chat, social media, and other contact channels
- Monitor new employees, arrange daily performance reports and provide support if needed
- Follow up on team performance and promote adherence to quality assurance standards
- Arrange a variety of written communications and documents to ensure smooth workflow
- Support the medical facilities in following regulatory standards, policies, and legislations
- Ensure compliance to healthcare standards in addition to managing patient’s complaints
- Receive and route business correspondence to concerned departments and staff members
- Provide knowledge and resources to prepare team members for success and top performance.
Parent Relations Executive (Customer care representative)
American
04.2017 - 07.2019
- 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
- Deliver effective and efficient management of inquiries from prospective parents
- Respond to questions via phone and email regarding the school and admissions process
- 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 Research Company
04.2013 - 07.2015
- Deliver information about projects, corporate strategies, and upcoming projects to staff
- Collaborate with project team members to identify and quickly address problems
- Specify goals for performance deadlines in ways that comply with company plans and vision
- Follow-up communication and emails to ensure all parties have the needed information
- Interact with business partners to receive orders, direct activities, and convey instructions
- Ensure that all necessary paperwork is completed and submitted to the proper persons.
- Trained employees in safety procedures and protocols as directed by company regulations.
- Delivered completed projects on time by prioritizing multiple tasks.
Costumer Service & Voice Support - (Customer care representative)
Mullin Shopping & West House
01.2011 - 01.2013
- Handle customer service queries concerning the products and services professionally
- Resolve products and service issues by determining the cause and offering the best solutions
- Maintain customer records history through 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 & professional customer interactions.
Education
Bachelor of Commerce -
Ain Shams
Egypt12.2012
Associate of Business Administration - Six Sigma White Belt
Linkedin Learning
Dubai08.2023
Administration Diploma - Computer Science
Pyramids Institute of Technology, Ain Shams University
2020
Project Management Professional Course -
Baghdad Institute
DubaiUAE Business Administration Course| Marketing Management -
SitesPower Center
UAE Business Administration Course| Human Resource -
Baghdad Institute
Business Administration Course| Public Relations -
Baghdad Institute
Skills
- Microsoft Office Suite
- Flexibility and Adaptability
- Team Leadership Skills
- Project Planning Skills
- Teamwork and Collaboration
- Advanced Interpersonal Skills
- Excellent Time Management
- Valid UAE Driving License
- Risk Management Strategies
- Controls Tests
- Senior Leadership Support
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Licensing Specialist
Allocation Assist
02.2023 - Current
Chat Representative | HRS - Team leader
Dubai Health Authority
01.2020 - 01.2023
Parent Relations Executive (Customer care representative)
American
04.2017 - 07.2019
Project Supervisor, Customer care representative
IPSOS Research Company
04.2013 - 07.2015
Costumer Service & Voice Support - (Customer care representative)
Mullin Shopping & West House
01.2011 - 01.2013
Bachelor of Commerce -
Ain Shams
Associate of Business Administration - Six Sigma White Belt
Linkedin Learning
Administration Diploma - Computer Science
Pyramids Institute of Technology, Ain Shams University
Project Management Professional Course -
Baghdad Institute
UAE Business Administration Course| Marketing Management -
SitesPower Center
UAE Business Administration Course| Human Resource -
Baghdad Institute
Business Administration Course| Public Relations -
Baghdad Institute
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