Mona Al Hammadi

• Support & Testing for Applications for all parts of the immigration system in Dubai, Organised high-quality workshop meetings, conferences and demonstrations focused on (Establishment /Immigration services - Smart channels - GDRFA Mobile App,FIS etc…)
• Working As technical trainer for 2 years, handling project with knowledge Horizon to start- up of creating manual documents for GDRFA new system ( PDF file + video + URL)
• Training workshop face-face for GDRFA officers
• Managing Implementation, UAT and Training & Identify and escalate issues if required
• Coordination with business users, Testing Team, Other Teams for System Support
• Respond to the end-users via e-mail and/or telephone by providing support for the business applications
• Utilize all technical resources to solve reported problems
• Boosted production efficiency with tailored software training sessions.
• Prepared and developed training materials for Smart channel guide manuals and visual aids
• Managed customer support calls, email correspondence and support ticketing system.
• Answered incoming calls, resulting in efficient customer support.
• Resolved client queries swiftly, delivering top-notch customer support consistently.
• Collaborated with other departments for comprehensive customer support solutions.
• Resolved escalated customer complaints, ensuring satisfaction and loyalty.
• Assisted in the creation of user manuals for better customer engagement.

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• Used JIRA tool for efficient defect tracking; enhanced productivity and streamlined bug resolution process.
• Smoothened workflow, tracking all defects and change requests in Jira.

• Experience in Sharjah Cooperative Society in several sections (Human Resources - Information Technology Department of shareholders - Reception.)
• Handled appointment scheduling to ensure smooth daily operations.
• Enhanced customer satisfaction by efficiently managing all front desk enquiries.
• Collected and distributed incoming mail, employing strict confidentiality throughout.