داليا ياسين

Providesecondlinesupportinresolvingclientenquiriesandtechnicalissuesacross multiple disciplines, including issues related to corporate systems and procedures.
o Review and resolve specific clients' problems, which may be longstanding or of a more complex nature
o Foster effective client partnerships and joint accountability for process outcomes; support periodic Service Level Agreements (SLAs) performance reviews with clients; monitor and escalate performance concerns.
o Identify where users encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes.

o Maintain the SSC service catalogue and SLA, continuously evolve with changing client needs.
o Assist FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (GRMS), and advise on FAO rules and procedures.
o Assist users in operating FAO corporate systems (for example iRecruitment, and you@fao).
o Handle incoming queries through a tracking system and phone within the established Service Level Agreement.
o Draftdocumentsandcorrespondenceofmoderatecomplexity.
o Assist FAO personnel, transaction initiators and approvers in processing Procure to
Pay, Finance, Travel and HR
o Transactions in the FAO Global Resource Management System (ORACLE), and
advise on associated FAO rules and
o procedures;
o manage accesses for FAO Administrative systems;
o handle incoming queries through a tracking system, mailboxes and phone within
the established Service Level Agreement; escalate issues to higher level if necessary;
provide training for colleagues if needed;
o Identify where users encounter problems in processing transactions, identify data
discrepancies in the system,
o Propose adjustments as appropriate, participate in testing system changes;
o Initiate a variety of routine transactions in the FAO Global Resource Management
System;
o Draftroutinedocumentsandcorrespondencerelatingtotheabove; o Bringtotheattentionofthesupervisorrecurringproblems;
o Performotherdutiesasrequired

 Assigned tasks to Administrative Officer:
o Responsible for IRC offices rental, ensuring that PRs and lease forms, contracts, and payments are raised and processed in a timely manner.
o Assist in the identification of properties for lease and negotiate with owners. Assist in determining legal owners of properties that IRC intends to lease (offices &stores) in case of movement.
o Maintain an updated tracking system and files (lease and utilities). Prepare rental and utilities payments, handover letters and notices for IRC offices.
o Manage service provision for utilities for IRC’s offices (JOCP, SYCP, MEP & Shared Services) including water, electricity and fuel bills.; liaise supply companies in coordination with Supply Chain department;
o Ensure that a safe environment with proper lighting, signage, and disability access, is applied through preventive facilities management and repairs, liaise with landlords and service providers to ensure timely resolution of problems in coordination with security.
o Make sure that all emergency plans and evacuation procedures are not violated in any way.
o Maintain keys, spare keys, locks and master keys for the office.
o Act as the primary focal point for any inquiries related to office space, and providing IRC staff with the needed support in terms of work space.
o Conduct performance appraisal evaluation for the Facilities team (cleaners and maintenance) and provide them with direction and correction when needed.
o Request and follow up with Supply Chain (SC) Department on contracting professionals for repairs as needed according to IRC policies and best practices.
o Raise PRs and prepare payments whenever needed for any issue related to IRC building.
o Supervise and manage all cleaners, maintenance team members including but not limited to team management in a way that ensures quality timely fashion delivery of building maintenance and cleanliness.
o Host a monthly listening meeting for the “Amman Office Committee” to hear and address issues that need attention.
o Conduct a survey feedback system to identify areas that need improvement.
o Provide a monthly report on activities related to the office.
o Perform all other ad-hoc duties, as and when assigned by supervisor.

Finance and Budgeting
o Prepare payment requests for offices and other payments directly related to the duties above.
o Assist the Support Services Coordinator (SSC) in budget preparations and monitoring actual expenses against budget lines for facilities lines.

 Assigned tasks to Administrative Assistant:
o Responsible on drafting all official correspondence letters, sort and filing mails, documents and deliveries. Record details of all IRC office mail pouches and international Skypack delivery and ensure timely distribution to recipients.
o Follow up on the utilities for the apartments used by IRC international staff and IRC’s offices, water, electricity, gas and fuel bills. Follow up with the guards of the apartments to collect the bills and check if any major maintenance is needed; and ensure that the bills is paid in a timely manner.
o Raising PRs for the kitchen and office supplies whenever needed.
o Preparing payments for the accommodation once the invoices received.
o Helping the admin officer in preparing the leases forms and payments of the lease agreements.
o Follow up with the cleaners that IRC’s offices and buildings are maintained and all the needed supplies are provided; kitchen supplies, cleaning materials and maintenance tools.
o Maintain inventory records for office supplies (stationery, cleaning and kitchen supplies, etc.) and promptly advise SC department of restocking needs, Oversee kitchen activities.
o To be responsible for the assets inventory of the new apartments (electrical machines and furniture.
o Perform all other ad-hoc duties, as and when assigned by supervisor such as raising PRs, proceeding payments checking offices’ needs and other tasks.

o Administrative work /Establishment work including matters relating to maintenance of.
o Embassy Residence/Chancery premises.
o Redevelopment of Embassy Residence and old Chancery.
o Repair and Maintenance of government properties including official vehicles.
o Empanelment/liaison with Hotels, international movers.
o Processing for payment of Rents for hired residences.
o Maintenance of personnel file.
o Processing of invoices/medical bills etc.

• Quality Assurance:
• Managing all the company’s documentation system.
• Customer complaints and none conformance output reporting.
• Applying 5S system on the company and giving a 5s training to the employees.
• Internal auditing.
• Follow up on all the departments performances.
• Follow up the company’s objectives.
• Analysis of data.
• Master list of controlled documents
• Innovation management technology.
• SMART objectives follow up.
• Management review meeting.

Women’s World Cup Jordan:

Volunteer in the role of “Spectators Services” located in “Amman International Stadium - Amman” The Local Organizing Committee for U-17 Women’s World Cup Jordan 2016.
Period : (September 2016 - October 2016)

data entry
floor managment assistant
guest reception
event managments
organize conferences

• Administration and organization.
• Following up on team members’ task delivery.

• Data entry
• Administration and organization.
• Event management