Summary
Overview
Work history
Education
Skills
Languages
Work availability
Timeline
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Siham El Ghazi

Siham El Ghazi

Abu Dhabi

Summary

Seeking a challenging position in an intellectually stimulating & competitive environment, where my experience and skills can be further enhanced & developed. I am self-motivated and customer oriented. I have the ability to lead a team and take on challenges. I am focused and enjoy solving problems' have ability to train new people, coordinate between departments, work under pressure, goal & deadline oriented.

Overview

13
13
years of professional experience

Work history

Contact Center Quality and Training Supervisor

Mediclinic midle east
Abu Dhabi, United arab emirates
09.2018 - Current
  • Evaluated training impact through surveys and performance assessments.
  • Monitored employee progress, offering feedback to management on additional training requirements.
  • Moderated, improved and updated in-person and online training materials.
  • Motivated employees to take ownership of individual professional development.
  • Manage team of 120 schedule , leaves and monitor day to day incoming calls volume
  • Facilitate back up plans in unplanned absence or unexpected call volumes and to review schedule
  • Participate in developing continuous improvement of agent skills, knowledge and capabilities as well as the improving services of the Contact Centre

Guest Relations Officer

Valiant Clinic By Meraas Holding
dubai, united arab emirates
12.2017 - 07.2018
  • Responding to incoming Calls and assisting patients as per the outlines in the call center
  • Handling the website requests
  • Track the call backs requests
  • Liaising with insurance department for smooth work flow
  • Send the check-ups agenda and share the medical instructions

Guest services officer

Health point
abudhabi , united arab emirates
07.2013 - 11.2016
  • This position stared as a Guest Services Officer post and grew to Team Leader for the Call Center
  • Manage team of 15 and monitor day to day incoming calls volume
  • Based on call analysis, create staffing coverage rosters and assign according to operational demand
  • Conduct daily team briefings / ensure understanding
  • Spot checks on performance and quality assurance
  • AVAYA System - run reports and create statistics
  • Analyze reports to meet KPI's set for the department and constantly seek better ways to fulfill service standards
  • Manage annual leave plan
  • Upload Doctors schedule and handle the daily changes
  • Maintain referral records and manual call lists
  • Support Team training on call consistency standards and general knowledge
  • Submit monthly reports to the Head of Guest Services

VIP host

Abu Dhabi International airport
Abu Dhabi, UNITED ARAB EMIRATES
11.2010 - 06.2013


  • Follow daily Procedures as implemented by the management and government authorities
  • Organizing and running the Al Dar Lounge by using media provided to prepare for expected customer movement
  • Liaising with ADAS ( Abu Dhabi Airport Services ) and relevant airlines at all times , as well as ADAC Duty managers
  • Co-operating and dealing with the Ministry of Foreign Affairs, and various government sectors
  • Handling bookings via telephone , faxes; emails (confirmations, Cancelations)
  • Participating in sponsored events in U.A.E
  • Such as F1, GCC Summit, FIFA
  • Report to the management the daily revenue ,reports monthly record
  • Food Beverage Service :
  • Run the day to day functions of the Al Dar Service Team & Keep Them Informed of the guests movement
  • Al BATEEN Executive Airport
  • Coordinate with ADAS officer to ensure the status of the private jets before passengers arrival timing
  • Offer Flight Crew the assistance to get ready for their flight (Catering, flight plan, Luggage, Fuel ...)
  • Reporting to the Hospitality Management Al Bateen Executive Terminal Daily Report

Education

Diploma - travel agency and Tourism Industry

IFP
2009

law

Hassan II
2007

Skills

  • Computer Skills:
  • MS Office( Word , PowerPoint, Excel )
  • PMS;OPERA, FIDELIO
  • DCS ( Departure Control System ) ,FIDS ( Flight Information Display System )
  • Cerner (Book ,reschedule, Cancel appointments )
  • Avaya System
  • EHR
  • Synapese (Marketing SMS system)
  • CRM

Languages

English
Advanced

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline

Contact Center Quality and Training Supervisor

Mediclinic midle east
09.2018 - Current

Guest Relations Officer

Valiant Clinic By Meraas Holding
12.2017 - 07.2018

Guest services officer

Health point
07.2013 - 11.2016

VIP host

Abu Dhabi International airport
11.2010 - 06.2013

Diploma - travel agency and Tourism Industry

IFP

law

Hassan II

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Siham El Ghazi