Nawal Al-Ali
Dubai
Summary
14 years extensive experiences in Management and Customer Service that help to develop and improve service in organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Happiness Officer
Abu Dhabi Education Council
07.2019 - 09.2021
- Customer Experience Office - Customer Service front office – Back office 1.5 year, Log in to the Customer Relationship Management system for the Abu Dhabi Government Call Center
- Receiving the cases received from the Abu Dhabi Government Call Center
- Closing all kinds of cases according to the service level agreement approved by the center
- Contact Abu Dhabi government
- Accepting all kinds of cases received from the Abu Dhabi Government Call Center within two hours of their arrival to the system
- Responding to all kinds of cases with a correct response from the first response
Customer Service Representative
Abu Dhabi Education Council
06.2014 - 07.2019
- Customer Service Division - Front office 1.5, Support customers by receiving all applications
- Ensure that customer information is entered and updated accurately on CRM
- Assist in resolving of customer inquiries by directing them to the appropriate departments
- Attention of customer complaints
- Review customer feedback, analyze it and implement measures to improve upon the customer services process
Patient Access Representative
Ambulatory Healthcare Services
09.2011 - 06.2014
- Scheduling appointment, Registration, Check-in,
- Teleservices, Billing
- Collections, and customer service
- Assisting the patient in resolving questions or problems
Customer Service Representative
Petrofac Company
07.2011 - 01.2011
- Serving Visitors
- Resolving customer’s problems
- Using Access Control System and Telephone list
- Office Management
Broker
Emco Financial Services
09.2006 - 06.2009
- Account Opening and Portfolio Management
- Processing Order Requests
- Detailing Trades on investment and the availability of cash
- Keeping a track on the inventory situation and taking records of dividend and interest payouts to client
- Monitoring and maintaining report of portfolio security change
Education
Bachelors of Business Administration,BBA - Marketing
Ghurair University
2010
Diploma - Customer Happiness
Etisalat Academy
2019
Diploma - General Business
Higher Colleges of Technology Sharjah Women’s College
2006
Course Certificate
Skills
- Communication Skills and Conversational English
- Managing Customer Problem
- Languages and Technical Skills
- Team Work and Customer Relations
- Who to lead a Team
- Business Presentations and File Management
- Interest and Activities
- Microsoft Office (PowerPoint, Excel, Access, Outlook)
- Business English Presentations
- Officer Training
Certification
Horizon Trading Workstation (DFM)
Order Management System – Multi Market (DFM)
Tadawool - E - Trading
Equator (DFM/CDs)
X-Stream Trading Workstation
Oracle
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Happiness Officer
Abu Dhabi Education Council
07.2019 - 09.2021
Customer Service Representative
Abu Dhabi Education Council
06.2014 - 07.2019
Patient Access Representative
Ambulatory Healthcare Services
09.2011 - 06.2014
Customer Service Representative
Petrofac Company
07.2011 - 01.2011
Broker
Emco Financial Services
09.2006 - 06.2009
Bachelors of Business Administration,BBA - Marketing
Ghurair University
Diploma - Customer Happiness
Etisalat Academy
Diploma - General Business
Higher Colleges of Technology Sharjah Women’s College
Course Certificate
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