Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MARAH LAILA

MARAH LAILA

Abu Dhabi

Summary

Seeking a challenging position within a reputable organization to expand learnings, knowledge, and skills. Eager to secure a responsible career opportunity to fully utilize training and skills, while making a significant contribution to company success.

Overview

10
10
years of professional experience

Work History

Retail Operations / Event Management / Hospitality

MOTN, VIBES
12.2024 - 12.2024
  • 1
  • Scanner Wristband Operations:
  • Issue and activate wristbands for customers, ensuring they are linked to the correct profiles/accounts
  • Scan wristbands for entry, purchases, or access to designated areas or services
  • Monitor wristband activity to detect and resolve any technical or user issues promptly
  • Assist in resetting or deactivating lost or damaged wristbands while adhering to company security protocols
  • 2
  • POS Machine Operations:
  • Operate POS systems for payments, including cash, card, and contactless transactions
  • Troubleshoot basic POS issues, ensuring minimal downtime
  • Process refunds, exchanges, or voided transactions as per company policy
  • Maintain an organized and clean POS workstation
  • 3
  • Customer Interaction and Service:
  • Greet customers and provide clear instructions on using wristbands and the POS system
  • Address customer inquiries or concerns professionally and efficiently
  • Provide training or demonstrations for customers unfamiliar with wristband technology
  • Uphold high standards of customer service and satisfaction
  • 4
  • Reporting and Documentation:
  • Reconcile daily transactions and report discrepancies to the supervisor
  • Maintain accurate records of wristband activations, deactivations, and financial transactions
  • Assist in compiling usage and sales reports for management review
  • 5
  • Maintenance and Compliance:
  • Ensure all equipment, including wristband scanners and POS machines, is in good working condition
  • Follow company policies and procedures regarding data security and privacy
  • Stay updated on product/service changes and promotions

Production Coordinator

NBA District | Event Lab, UAE
10.2024 - 10.2024
  • Assist with all programming and operations at NBA District including keeping schedules updated, checking rooms to ensure set up is correct, running tasks inside the event as needed
  • Tracking the progress of assigned shows and flagging potential problems and delays for the Production Manager and the Line Producer
  • Maintain communication with on-ground representatives from other departments, including informing of any updates, delays, or changes to the plan from the artists and athletes
  • Miscellaneous production and operational support
  • Manage the VIP lounge and VIP guests on a day-to-day basis
  • In-charge of Artist Crews performing off-stage with on ground and crowd management

Patient Relations Officer

Fakih IVF
05.2023 - 10.2024
  • Facilitate positive patient interactions
  • Communicate and schedule appointments
  • Address inquiries and provide information
  • Resolve issues and ensure patient satisfaction
  • Educate patients on treatments and procedures
  • Maintain accurate records
  • Collaborate with healthcare teams
  • Ensure quality assurance
  • Conduct follow-ups for feedback
  • Manage crises and challenging situations

Others - Organizer / Coordinator
01.2015 - 01.2024
  • Responsibilities
  • Manage and oversee events on the day of, including problem-solving, welcoming guests, directing event set-up, communicating with staff, and organizing vendors
  • Responsible for daily reports, weekly updates, and activity monitoring
  • Schedule visits, arrange Layouts and installations in the event site
  • In charge of distributing tickets to attend different shows and programs
  • Responsible for welcoming all VIP Personnel, seating, and allocating them as per the Plan
  • Coordinate with Team members for events’ tasks and individual responsibilities
  • Delegate planning tasks to other staff members where necessary
  • Meeting safety standards across builds and events days
  • Arrange with governmental entities such as Police, CID, and Civil Defense
  • Projects / Events includes and not limited to:
  • Fujairah Festival |2020
  • Masdar |2019
  • Pope Francis visit to Abu Dhabi
  • Field Researcher in the Courts of Abu Dhabi
  • Ritz Carlton for Red Crescent |2018
  • Ford Automobile Company
  • Mohammed Abdo Concert Dubai |2017
  • Abu Dhabi Science Festival2016 |2017 |2018 |2019
  • Different Brands allocated in Abu Dhabi Mall
  • UAE National Day Event | Abu Dhabi Mall
  • UAE National Day Event | Ajman
  • Yasalam Concerts | Yas Island
  • Formula1 Event | Yas Island

Customer Relationship Executive

Al Masood Automobiles Service Center
05.2022 - 03.2023
  • Make outbound calls to prospective and existing customer to provide them with information on new products, discounts & services
  • Respond to questions and concerns of customers over telephone, according to established policies and procedures
  • Develop workable leads by documenting information about interested customers and forward them to the sales department
  • Develop sales opportunities by researching and developing potential accconcerns
  • Resolves customer concerns and escalates issues as needed
  • Maintain accurate records of discussions or correspondence with Customers
  • Create and present reports and business reviews to departmental team leader including but not limited to: status reports, meeting agendas and minutes, action logs, risk assessments, areas to improvements, etc
  • Facilitate discussions, internal and external, on process efficiencies and drive the program until successful closure

Call Center Agent

Centro Capitol Center
11.2020 - 04.2022
  • Attending calls under Seha Abu Dhabi health services co following and providing accurate information to customers redirecting them to follow correct protocol and procedures
  • Familiar with Cisco /CRM package and keeping up to date with latest government procedures regarding pandemic including residents and travelers from outside the country
  • Supporting government with informing and assisting callers to follow stringent rules under the law and regulations, including quarantine/isolation, homecare, transport, and directing exposed contacts / positive cases to the appropriate home assessment centers accordingly
  • Make sure correct procedures are followed and routinely give directions to the staff on what to do and how to improve
  • When an employee needs help dealing with customer concerns
  • Undertake training to improve employees' performance
  • Monitor work to identify issues and track progress
  • Serve as a conduit between the call center management and agents
  • Take agents views and feedback on board, with an aim to set team goals

Receptionist

Al Farooq Medical & Dental Center
04.2019 - 10.2020
  • Greet patients when they arrive at the dentist's office
  • Schedule appointments for patients
  • Maintain patient accounts and records
  • Prepare and send patient bills
  • Submit patient claims to insurance companies

Team leader

Special Olympics | Event Lab, UAE
03.2019 - 03.2019
  • Develop team strengths and improve weaknesses..
  • Identify team goals and evaluate team progress..
  • Resolve conflict..
  • Organize team initiatives, Data entry/ Tickets office
  • Compiled, sorted and verified the accuracy of data before it was entered
  • Compared data with source documents, or re- entered data in verification format to detect errors
  • Stored completed documents in appropriate locations
  • Located and corrected data entry errors, or reported them to supervisors

Education

Emirates Institute For Banking and Financial Studies
12.2024

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IELTS
08.2016

Skills

  • Customer support Expert
  • Problem-solving skills Expert
  • Call center operations Expert
  • Inbound phone calls Expert
  • Outbound phone calls Expert
  • Team Foundation Server Expert
  • Skilled with both hand and power tools Expert
  • Detail-oriented
  • Deadline management
  • Logistics management
  • Event setup and breakdown
  • Guest relations

Languages

Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Retail Operations / Event Management / Hospitality

MOTN, VIBES
12.2024 - 12.2024

Production Coordinator

NBA District | Event Lab, UAE
10.2024 - 10.2024

Patient Relations Officer

Fakih IVF
05.2023 - 10.2024

Customer Relationship Executive

Al Masood Automobiles Service Center
05.2022 - 03.2023

Call Center Agent

Centro Capitol Center
11.2020 - 04.2022

Receptionist

Al Farooq Medical & Dental Center
04.2019 - 10.2020

Team leader

Special Olympics | Event Lab, UAE
03.2019 - 03.2019

Others - Organizer / Coordinator
01.2015 - 01.2024

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IELTS

Emirates Institute For Banking and Financial Studies

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MARAH LAILA