Sanad Al Dhafri
Summary
Dedicated Events and Festivals professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Proactive and meticulous representative in Event Security Committee with over 8 years of experience in Events industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Manager
Dubai Economic And Tourism Departments
04.2008 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced stakeholders satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with industry stakeholders through account development.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
Senior Customer Service Representative
Dnata
04.2003 - 03.2008
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Proactively identified potential problems or obstacles related to customer needs before they arose.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Degree of Diploma - Information Technology
Ajman University
AjmanNo Degree - High School
Al Rashidyah Secondary School
Ajman07.1997
Skills
- Contract Management
- Policy Implementation
- Business Administration
- Workforce Management
- Strategic Planning
- Performance Management
- Operations Management
- Business Development
- Complex Problem-Solving
- Negotiation
- Time Management
- Customer Relationship Management (CRM)
- Emotional Intelligence
- Effective Communication
- Problem Solving
- Change Management
- Decision Making
- Organizational Skills
- Risk Management
- Customer Service
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Manager
Dubai Economic And Tourism Departments
04.2008 - Current
Senior Customer Service Representative
Dnata
04.2003 - 03.2008
Degree of Diploma - Information Technology
Ajman University
No Degree - High School
Al Rashidyah Secondary School
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