Nadia Abdi
Dubai
Summary
Rational Customer Relation Analyst with 10 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
19
19
years of professional experience
Work History
Analyst
Du- Emirates Integrated Telecommunications Company, PJS
01.2004 - Current
- Built effective relationship with internal/external customers across to resolve dispute within assigned SLA
- Handled VVIP and Royal family accounts
- Hired, trained and managed new Joiners, generated monthly and daily reports
- Set up processes to evaluate TNPS scores for different services within du
- Managed offshore team responsible of handling logged complaints:
- Data analysis and identifying root causes, managing KPI and generating reports focusing on performance goals
- Identified and resolved problems through root cause analysis and research.
- Queried databases for information needed for report processing.
- Validated results and performed quality assurance to assess accuracy of data.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Cultivated relationships with industry leaders and within company to share tips and information.
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Optimized core processes to improve business performance and operational agility.
Education
Bachelor of Computer engineering and - applied science
Al Ghurair University
Skills
- Customer Experience Control
- Charting and Graphing
- Cost Control Programs
- Process Improvement
- Complex Problem-Solving
- Team Member Development
- Information Gathering
- Project Management
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Beginner (A1)
Timeline
Analyst
Du- Emirates Integrated Telecommunications Company, PJS
01.2004 - Current
Bachelor of Computer engineering and - applied science
Al Ghurair University