Masooma Dhorajiwala
Dubai
Summary
Dedicated and resourceful customer service and operations professional with extensive experience in handling customer inquiries, office administration, and client coordination across diverse industries. Skilled in managing inbound calls, email, and chat communications with empathy and precision. Adept at problem-solving, process improvement, and delivering exceptional customer satisfaction. Known for maintaining professionalism under pressure, managing sensitive data, and supporting smooth organizational operations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Momentum Abu Dhabi
12.2024 - Current
- Manage multi-channel customer interactions (phone, email, and live chat) for gaming and lottery clients, ensuring fast and effective query resolution.
- Address customer inquiries related to game participation, account management, and payment transactions with accuracy and professionalism.
- Troubleshoot customer issues promptly, providing clear step-by-step guidance to users for smooth resolution.
- Maintain a courteous and empathetic communication tone to deliver exceptional customer satisfaction.
- Support internal compliance by handling Enhanced Due Diligence (EDD) cases and assisting the AML (Anti–Money Laundering) and Responsible Gaming (RG) teams in investigations and player verification.
- Collaborate closely with technical and operations teams to optimize the player experience and ensure adherence to service standards.
- Work on rotational shifts to provide continuous support to global customers.
Administration & Accounts Executive
VR Designer Project Management Service LLC
12.2022 - 11.2024
- Managed administrative operations ensuring efficient daily office functions.
- Delivered excellent customer service through prompt and professional communication.
- Scheduled meetings, prepared reports, and handled documentation with accuracy.
- Processed invoices, receipts, and payments using accounting tools.
- Assisted in coordinating company events, travel, and logistics for team members and clients.
- Maintained organized filing systems and monitored compliance with internal policies.
- Supported management in achieving departmental performance goals.
Administration & Customer Service Executive
Mondiale International DMCC
11.2021 - 11.2022
- Provided direct customer support, resolving queries through calls and emails.
- Processed payments, issued receipts, and ensured data accuracy in financial records.
- Coordinated with logistics and operations teams to ensure smooth customer transactions.
- Prepared reports on customer interactions and feedback to enhance service efficiency.
- Assisted management in optimizing workflow processes and maintaining service quality.
Front Office & Customer Service Executive
NMC Royal Women’s Hospital
10.2018 - 10.2021
- Managed front office operations, providing high-quality service to patients and visitors.
- Handled outpatient and inpatient registration, admission, discharge, and billing processes.
- Scheduled patient appointments, medical tests, and follow-ups efficiently.
- Responded to patient inquiries regarding hospital services, insurance coverage, and procedures.
- Maintained accurate records and updated patient files in the hospital database.
- Coordinated with doctors, nurses, and administrative departments for seamless service delivery.
- Addressed patient concerns and ensured a comfortable experience in both inpatient and outpatient settings.
- Managed inbound calls and assisted in the hospital call center for appointment and inquiry handling.
- Adhered to hospital confidentiality standards and data protection protocols.
Education
MBA - Operations Management
Welingkar Institute of Management
India01.2024
Master of Arts - Art Literature
Mumbai University
India01.2018
Skills
- Attention to detail: Data Entry, Documentation & Reporting, Financial Processing (Billing, Invoicing, Payments)
- Analytical skills: Complaint Resolution & Problem Solving3
- Communication skills*: Customer Relationship Management (Calls, Emails, Chats), Team Collaboration & Communication Skills
- Organizational skills : Appointment Scheduling & Coordination, Office Administration & Record Management
- Adaptability: Multitasking & Shift Flexibility
- Compliance awareness: Confidentiality & Data Protection Compliance
Personal Information
- Title: Customer Service | Operations | Administration
- Date of Birth: 25-01-1992
- Nationality: Indian
- Driving License: Valid UAE Driving License
- Marital Status: Married
- Visa Status: Family Visa
LANGUAGES
English
Hindi
Gujarati
HOBBIES
Graphic Designing, Photoshop, Illustration
Certification
Certified in Microsoft Office tools: Word, Excel, and PowerPoint
ADDITIONAL INFORMATION
- Nationality: Indian
- Date of Birth: 25-01-1992
- Visa Status: Family Visa
- Marital Status: Married
- Driving License: Valid UAE Driving License
Timeline
Customer Service Executive
Momentum Abu Dhabi
12.2024 - Current
Administration & Accounts Executive
VR Designer Project Management Service LLC
12.2022 - 11.2024
Administration & Customer Service Executive
Mondiale International DMCC
11.2021 - 11.2022
Front Office & Customer Service Executive
NMC Royal Women’s Hospital
10.2018 - 10.2021
MBA - Operations Management
Welingkar Institute of Management
Master of Arts - Art Literature
Mumbai University