MARYAM HAMAD AL MESAFRI

• Lead end-to-experience ecosystem across all RAKEZ service centers, including visa processing, licensing, client support operations
• Drive innovation, digitization, operational efficiency, and revenue enhancement initiatives across all customer segments
• Implemented data-driven strategies to identify areas needing improvement in the customer journey.
• Conducted regular performance reviews with the internal stakeholder, fostering professional growth and development.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Collaborated with product development team to incorporate customer feedback into future product iterations.

Key Achievements

• Launched RAKEZ Medical Fitness Center: Generated AED 3M+ in the first year by offering in-house visa medical services
• Introduced Emirates ID Office Onsite: Reduced visa processing TAT from 22 to 14 days
• Implemented Instant License Renewal: improved the SLA & customer satisfaction
• Redesigned Client Segmentation & Service Model: Delivered personalized service approaches aligned with business types and size
• Increased Renewal Rates from 72% in 2023 to 79.7% in 2024 through strategy revamp including churn modeling, renewal playbooks, and proactive client outreach
• Deployed Bots for 17 Key Services: reducing manual effort and achieving significant cost savings
• Launched New Revenue Streams: Emirates ID delivery, tourist/golden visa, translation, and attestation services
• Honored with 'Distinguished Employee Award' by H.H Sheikh Saud Bin Saqr Al Qassimi for innovation and public service excellence

Managed government services across merged entities during a crucial integration phase, leading process unification, cross-functional alignment and digital implementation

Key Achievements

• Unified visa services across two economic zones under a single operating model
• Delivered 20% growth in visa-related revenue through improved service structuring
• Transitioned from outsourced to in-house visa operations, enhancing control and quality
• Spearheaded CRM system implementation for visa to centralize data and streamline workflows
• Organized RAKEZ’s first government stakeholders’ event
• Recognized as Best Manager of the Year for strategic contributions

• Led front and back-office visa teams
• Focused on capacity planning, SLA optimization, budgeting, forecasting, and service delivery
• Working closely with government entities to streamline and enhance client-facing processes

Key Achievements

• Introduced Emirates ID services to reduce TAT and increase revenue
• Restructured backend teams based on capacity planning and service demand
• Launched urgent visa track for priority clients to support service differentiation
• Recognized as Best Manager of 2014

• Delivered premium banking experiences to VIP clients, handling account management, KYC, and cross-selling of financial products
• Managed high-value client portfolios, handling KYC, transactions, and advisory, ensuring superior customer care and service delivery
• Delivered VIP-level customer service, upselling bank products (loans, cards)

Key Achievements

• Consistently ranked as a top performer in annual reviews
• Appointed as acting branch operations/teller head during team absences