Noura Al Ghafri
Deputy Senior Manager
Sharjah,Dubai
Summary
Experienced with over 17 years of experience in customer Happiness. Excellent reputation , Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Deputy Senior Manager- Customer Happiness
Dubai Electricity & Water Authority
03.2017 - Current
- Review the Customer Happiness center objective, KPIs ,Operation Plan by identifying short and long term requirements in line with divisional and DEWA objective & strategy.
- Provide support, guidance and coaching to direct and indirect subordinates in their roles to meet their objectives.
- Conduct Monthly , weekly and daily meetings with respective center staff to ensure smooth operations and to resolve any staff quires , if needed.
- Handle critical and escalated customer complaints and ensure that are addressed as per set response time target.
- Continuously innovate and fulfill requirements of driving corporate excellence facilitating transferring and sharing knowledge with colleagues and subordinates.
- *Responsible to develop ,manage and supervise training and development needs of employees to meet department objectives and to develop staff capabilities.
- Manage projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
Branch Manager
National Bank of Abu Dhabi
01.2005 - 02.2017
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
Math Teacher
Government
09.2004 - 01.2005
- Diversified teaching techniques and learning tools help students with differing ability levels and varied learning modalities.
- Assessed student comprehension through regular quizzes, tests, and assignments.
- Kept classroom environments consistent and focused on learning by establishing and enforcing clear objectives.
Education
Diploma In NPL - Linguistic Programming Neuro
UAE Teacher
RAKBachelor of Science - Mathematics And Computer Science
UAE University
Al Ain , UAE06-2004
Skills
- High-quality customer service
- Customer experience management
- Customer acquisition and retention
- Planning , organizing, and Creative problem solving
- Meet deadlines with full attention & Excellent in teamwork
- Operations Development
- Business Performance Management
- Managing Deadlines
Certification
- Best Supervisory Employee in H1-2022
- Best Center Award Mystery Shopper Report (2021-2022-2023)
- Best Center Award in Knowledge
- Overall Best Center Award last two years (2021-2022)
- Involving in DEWA- IDCXS certificate with 100% result
- Active on linkedIn
Volunteer and Community Responsible
- Member of volunteer teams such as Government of sharjah social Service Department , DEWA, Ramadan Aman ....others
- Having more than 100 hours in volunteering.
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Urdu
Advanced (C1)
Timeline
Deputy Senior Manager- Customer Happiness
Dubai Electricity & Water Authority
03.2017 - Current
Branch Manager
National Bank of Abu Dhabi
01.2005 - 02.2017
Math Teacher
Government
09.2004 - 01.2005
Diploma In NPL - Linguistic Programming Neuro
UAE Teacher
Bachelor of Science - Mathematics And Computer Science
UAE University
Similar Profiles
Dalal Abdulla Ali Mohammed AbdullaDalal Abdulla Ali Mohammed Abdulla
Senior Engineer- Electrical at Dubai Electricity & Water AuthoritySenior Engineer- Electrical at Dubai Electricity & Water Authority
HABIBULLAH SHERIFF HABIBULLAH SHERIFF null
Sr. Mechanical Technician at DUBAI ELECTRICITY WATER AUTHORITYSr. Mechanical Technician at DUBAI ELECTRICITY WATER AUTHORITY
Irfan ShahidIrfan Shahid
Senior Executive – Digital Experience at Dubai Electricity & Water AuthoritySenior Executive – Digital Experience at Dubai Electricity & Water Authority