Mariam Majed Alali

Work History

Information System & Technology Trainee

ADNOC Company

Abu Dhabi

01.2010 - 04.2010

Attended training courses to build understanding of processes, techniques, and industry.
Learned new materials, processes, and programs quickly.
Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
Handled day-to-day customer or client questions via telephone or email.
Collaborated with employees from various backgrounds.
Filled out timesheets and paperwork according to identified requirements.
Shadowed senior team members to learn all related jobs and tasks.
Adhered to corporate data confidentiality rules, mitigating breaches.
Acted with integrity, honesty and knowledge to promote culture of company.

Volunteer

Takatf

Abu Dhabi

01.2010 - 01.2010

Assisted with special events and programs.
Supported engaging, fun, and smooth-running events by helping with organization and planning.
Used strong interpersonal communication skills to convey information to others.
Maintained clean, neat, and operational facilities to serve program needs.
Communicated with staff members to stay informed about volunteer opportunities and events.

HR Trainee

Dubai World Trade Centre, DWTC

Dubai

06.2009 - 08.2009

Answered phone and performed clerical duties to assist human resources department.
Delivered friendly assistance with new hires throughout interviewing and hiring process.
Filed paperwork, sorted, and delivered mail and maintained office organization.
Created and updated tracking spreadsheets using MS Excel.
Prepared monthly, weekly, and daily logs using Microsoft Office Suite.
Consulted with supervisor to identify company needs and preferred employee qualifications.
Improved office efficiency by effectively managing internal communications and correspondence.

Receptionist

ADNEC

Abu Dhabi

01.2007 - 01.2007

Resolved customer problems and complaints.
Kept reception area clean and neat to give visitors positive first impression.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Managed multiple tasks and met time-sensitive deadlines.
Provided clerical support to company employees by copying, faxing, and filing documents.

Service Quality Specialist

Abu Dhabi Commercial Bank, ADCB, Emirates

01.2018 - Current

Overseeing aspects impacting the quality of customer experience for wholesale banking and providing a seamless customer experience following the bank's service standards, analyzing data to provide insights and support recommendations, communicating the quality of deliverables, and ensuring metrics drive delivery and identify areas of concern
Monitoring and reporting key performance indicators and dashboards, identifying gaps and root causes, devising action plans, conducting service reviews and reporting findings supporting service quality projects, and proactively providing improvement opportunities to the team to enhance the customer experience
Identifying potential process failures and areas of improvement, escalating them to the relevant stakeholders, following up on resolution, conducting process mapping and improvements for service delivery processes, and performing independent analysis and assessment to resolve strategic issues
Improving customer service at various delivery channels with a focus on enhancing customer flow roots to reduce service time and provide a unique service experience, identifying emerging issues and trends to improve decision-making, and conducting data analysis and investigations to provide strategic solutions and alternatives
Leading the evaluation of complaints activity in terms of quality, scope, and methodology and making appropriate recommendations, collating customer satisfaction information to identify the success of service provision and recognize opportunities for improvement, and undertaking complex audits to benchmark complaint handling and monitor performance
Key Accomplishments:
Handled the issues within the Wholesale Banking Group (WBG) project, post core banking upgrade, and assisted in establishing a new system within WBG to share the gratitude
Chosen as a deputy to the Head of Service & Quality Department and assisted in rebuilding the ADCB website during that period, and selected to deliver focus groups to WBG staff and be part of the co-lab activity (presenting new innovative ideas) to be implemented in the bank
Delivered mystery shopper sessions to WBG staff to improve their services provided to clients in different ADCB branches and planned and delivered sessions of Organizational Health Index (OHI) within WBG.
Followed all company policies and procedures to deliver quality work.
Listened and responded to customer requests and forwarded necessary information to superiors.
Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Collaborated with internal departments to align marketing campaigns.
Developed and implemented systems to track customer feedback and satisfaction.
Assisted with staff training to enforce quality, safety and sanitation guidelines.
Devised and implemented strategies to optimize digital marketing campaigns.
Created and delivered presentations to internal and external stakeholders to showcase work.
Built and managed relationships with key clients and partners to drive growth.
Evaluated staff performance and provided coaching to address inefficiencies.
Generated reports detailing findings and recommendations.
Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Optimized customer experience by delivering superior services and effectively troubleshooting issues.

IT Team Leader

Abu Dhabi Commercial Bank, ADCB, Emirates

01.2013 - 01.2018

Managed, identified, and implemented change initiatives, programs, and projects in line with the bank’s standards, extended technical support and troubleshooting expertise during upgrades and patching, monitored systems and servers’ health performance, and enhanced the quality of services
Participated and contributed to business requirement analysis, RFP process, and project approvals, assisting in the overall project administration for project delivery to ensure business expectations were met, and supported and participated in developing the bank's technical applications
Evaluated business requirements, conducted technical analysis including assessment of size, complexity, technical dependencies and extended testing required, estimated effort, cost, and timelines to enable the business to conduct a cost-benefit analysis, and monitored the behavior of the essential applications
Demonstrated and applied the ADCB service standards to deliver the bank’s required levels of service in all internal and external customer interactions, wrote simple quires in SQL and supported customer-facing systems, and expended the knowledge and framed the skills to match with current requirements
Oversaw applications and systems development and handled different software projects planning and implementation, analyzed incidents and troubleshoot issues, provided solutions, and coordinated with stakeholders to deploy fixes, test, and implement releases to facilitate banking operations and uninterrupted customer service
Key Accomplishments:
Acted as an active part of core bank upgrade activity by verifying that the bank applications we support are operative post the project
Played a dynamic role in introducing the "ADCB Hayyak" application by checking the network connection status between the ADCB Hayyak application and the ADCB core network
Supported in designing ADCB applications structure networking internally and externally (network service providers, central bank, other banks, and companies).

Summary

Overview

Work History

Information System & Technology Trainee

Volunteer

HR Trainee

Receptionist

Service Quality Specialist

IT Team Leader

Education

Bachelor’s Degree of Applied Science (BSc) - General Studies

Higher Diploma - Information Technology

Higher - undefined

Skills

Certification

Work Availability

Timeline

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