WAHID TALAAT MOSTAFA

• E-traffic user, CIS user, RTA, ESMA,MOI, TAM .

• acting as E-traffic supervisor.

• preparing the required documents for the new E-traffic staff.

• handling integration issues( inspection not updated, vehicle class issues)

• alternative solutions for impossible issues.

• excellent relations with theinspection teams and E-traffic team in RTA

• Explaining all technical defects and answering.
• Convincing unsatisfied and angry customers.
• Resend inspection reports.
• Translating inspection reports for Arabic customers.
• Taking angry customer to line NO 8 to confirm and explain the defects.
• Solving mistakes that are made by any one of the staff.
• Solving system errors and taking responsibility on behalf of customer to solve system errors through RTA back office ..
• Coordinating with all the concerned departments ( LV ,HV ,account ,IT ,management,E-Traffic ) to cancel or edit inspection reports.
• Finding missing documents or keys lost during customer journey.
• Checking and confirming foreign inspection reports online and physically, and getting RTA approval if required.
• Confirming and correcting supervisors' and staff doubts about the procedures ( inspection & traffic & online )
• Guiding all types of customers in general for all transactions can be done by any related online portal.
• Helping old customers and people of determination to pay locked fines .
• Finalizing and investigating system issues ( CIS , E-traffic, online )
• handling escalated calls in both Arabic and English.
• Handling and supporting customers recommended by management.
• Attending RTA conference meetings ( inspection, E-traffic )
• Email communications Internal & External.
• Issuing ESMA certificates & receiving cash and card payments.
• Handling lost and found items via Dubai police portal .
• Supporting all departments in typing or translating or any work issues required my support.
• handling and reporting incidents 24/7.
• Promoted to be digital transformation supervisor to support all related online transactions can be done from RTA portal.
• Training new E-traffic employees on how to deal with customers according to Roads and Transport Authority standards.
• Having access to IAM system ( E-Traffic back office ) for approving online transactions.
• Providing VVIP services for recommended customers by management, heads of cooperative companies, people of determination, police officers, regular VIP customers, etc.
• Supporting cooperative companies for vehicle inspection operations.
• answering calls & inquiries from all channels, personal and company and cordless phone from cooperative and VIP and colleges for multiple issues, tasks, and inquiries.
• coordinating with external government sectors to solve or to support inspection and E-traffic.

• Managed escalated customer complaints, resolved issues promptly and professionally.
• Handled escalated calls to ensure customer satisfaction and retention.
• Improved customer satisfaction by implementing efficient call handling techniques.
• Coordinated with other departments to ensure aseamless customer experience across all platforms.
• Monitored calls dailyand provided constructive feedback to agents on their performance metrics.
• Led training sessions for recruits to enhance their communication skills.
• Maintained high-quality service by enforcing customer service standards.
• Allocated resources during peak hours to manage high call volumes.
• Identified bottlenecks and suggested corrective measures, leading to improved process efficiency.
• Facilitated interdepartmental coordination for better issue resolution, enhancing cross-functional collaboration.
• Ensured timely resolution of technical issues for uninterrupted customer service delivery.

• Delivered exceptional service by handling complex enquiries promptly and professionally.
• Resolved customer complaints, minimising escalations to management.
• Managed team performance through effective organisation of daily tasks and responsibilities.
• Monitored quality control standards to maintain excellent service provision.
• Tracked order status, quickly resolving any issues or delays.
• Built rapport with clients to enhance relationships and boost loyalty.

• Improved customer satisfaction by effectively handling complaints and inquiries.
• Participated in team meetings sharing best practices for improving service delivery.
• Facilitated customer loyalty programmes to enhance customer retention.
• Ensured smooth running of operations with timely preparation of reports.
• Developed strong relationships with customers fostering brand loyalty and repeat business.
• Provided top-notch support for increased customer satisfaction.