Abdulla Al Hadi
Contact Center Manager
Dubai
Summary
I am an aspiring Emirati who likes using analytical skills to solve complex issues. In addition, I have proven to use all my expertise, skills, and knowledge to solve the most demanding challenges under any circumstances. Skilled multitasker with a superior work ethic and good teamwork, problem-solving, and organizational skills. Willing to take on any task to help the team. Reliable and dedicated team player with a hardworking and resourceful approach.
Overview
1824
1824
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Contact Center Manager
HSBC Bank
Dubai
04.2024 - Current
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill set
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Managed 2-4 calls with different customers per day.
- Implemented innovative technologies to enhance contact center performance and efficiency.
Marketing Manager
Chawla Architectural & Consulting Engineers
Dubai
12.2022 - 02.2024
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Utilized market trends and target audience statistics to effectively and appropriately market products.
Intern
b'huth
Dubai
07.2023 - 09.2023
- Attended weekly meetings every Monday to discuss the most updated political questions and political issues in the arena with highly qualified colleagues.
- In addition, I was honored to attend a meeting with diplomats to learn more about diplomacy and widen my knowledge of international affairs and ties between nations, how research centers can broaden their connections and collaborate more between two countries, and how to enhance these bilateral relations further.
- Filtered, gathered news from different sources, and entered news into b’huth system.
Corporate Communication Executive
Emirates Post Group
Dubai
12.2021 - 12.2022
- Responsible for adding news to the Intranet Website.
- Furthermore, I have also been exposed to and processed procurement work and papers for our department.
- Organized and attended some events.
- Enhanced internal communication processes for improved employee engagement and productivity.
- Collaborated with cross-functional teams to successfully launch new products and services.
Senior Training Officer
Hadi Exchange
Dubai
08.2017 - 11.2021
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
- Managed over 25 calls per day.
- Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
- Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by 4%.
Intern As a Public Relation Officer
South Indian Bank
Dubai
01.202 - 05.202
- I was in the public relations and marketing department, where I implemented several projects and researched and studied differences between preferences and diversification of the UAE market.
- Analyzed different marketing and public relations strategies in real-life situations.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Master of Arts - Leadership And Innovation in Contemporary Media
American University in Dubai
Dubai, UAE 09.2023 - Current
Bachelor of Arts - Public Relations
Canadian University Dubai
Dubai, UAE 01.2017 - 2021.08
Skills
Corporate Communications
Customer Communication
Communications management
Crisis management
Hobbies
Traveling
I enjoy learning about different cultures.
Reading
Certification
Investigative Reporting In The Digital Age
Timeline
Contact Center Manager
HSBC Bank
04.2024 - Current
Master of Arts - Leadership And Innovation in Contemporary Media
American University in Dubai
09.2023 - Current
Intern
b'huth
07.2023 - 09.2023
Marketing Manager
Chawla Architectural & Consulting Engineers
12.2022 - 02.2024
Corporate Communication Executive
Emirates Post Group
12.2021 - 12.2022
Investigative Reporting In The Digital Age
05-2019
Senior Training Officer
Hadi Exchange
08.2017 - 11.2021
Bachelor of Arts - Public Relations
Canadian University Dubai
01.2017 - 2021.08
International Certificate Driving License (ICDL)
05-2014
Intern As a Public Relation Officer
South Indian Bank
01.202 - 05.202
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