Mariyam Alhosani
Support Specialist
Shakhbout City
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
3
3
years of professional experience
Work History
Support Specialist
Abu Dhabi Commercial Bank
Abu Dhabi
12.2022 - Current
- Manage daily Fast Feedback Loops to monitor customer experiences.
- Prepare reports on monthly, weekly, and quarterly basis.
- Launching Partnership Index to evaluate and improve effectiveness of internal service providers and departments.
- Prepared reports in accordance with ADCB standards within agreed timelines.
- Managed feedback mechanisms, including customer satisfaction surveys, Net Promoter Score (NPS), and service recovery initiatives.
- Conducted CEX pack calculations to assess customer experience metrics.
- Handled ad hoc tasks focused on prioritizing service excellence and delivering NPS projects.
- Conducted user experience testing to evaluate ADCB product usability, collect feedback, and implement design improvements to enhance user satisfaction.
- Coordinated with team to strategize and prepare for upcoming mystery shopping initiatives to enhance customer experience.
Support Specialist
Al Hilal Bank
Abu Dhabi
12.2022 - Current
- Sent daily SMS for products and contact center.
- Monitored red flags for service recovery and prepared monthly reports.
- Worked on Partnership Index to evaluate internal service effectiveness and coordinated mystery shopping initiatives to enhance customer experience.
- Conducted CEX pack calculations with verbatim analysis to assess customer experience metrics.
The Bankers Programme
ADGM Academy
Abu Dhabi
12.2022 - 05.2023
- Completed six-month program focused on banking and financial services.
- Successfully finished LIBF courses, enhancing knowledge in finance and banking practices.
Internship
Abu Dhabi Department of Economic Development
Abu Dhabi
06.2021 - 08.2021
- Participated in daily morning meetings to align on departmental objectives.
- Conducted inspections of employee offices to ensure compliance with company policies.
- Reviewed and edited internal emails for grammar, punctuation, and clarity.
- Translated emails and documents to facilitate clear communication across departments.
Education
Bachelor of Applied Science in Information Technology -
Zayed University
Abu Dhabi, United Arab EmiratesSkills
Communication Skills
Feedback Analysis
Critical Thinking
Collaboration and Teamwork
Problem Solving
Timeline
Support Specialist
Abu Dhabi Commercial Bank
12.2022 - Current
Support Specialist
Al Hilal Bank
12.2022 - Current
The Bankers Programme
ADGM Academy
12.2022 - 05.2023
Internship
Abu Dhabi Department of Economic Development
06.2021 - 08.2021
Bachelor of Applied Science in Information Technology -
Zayed University
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