ميساء فضة

Executive Business Excellence Center, Dubai Economy (Dubai Department of Economic Department)
February 2016 - Present

• Managed a team of 50 to 100 mystery shoppers, focusing on Customer Experience Research & Mystery Shopping Programs.
• Created business excellence submissions and oversaw award processes.
• Analyzed key performance indicators (KPIs) to identify improvement opportunities and measure progress.
• Coordinated with Senior Leadership to drive continual service improvements and address issues.
• Developed efficient scheduling systems for shoppers to optimize visit allocation.
• Provided training and support to shoppers and proof-readers, facilitating learning and addressing common mistakes.
• Conducted member satisfaction surveys, analyzed results, and developed action plans based on feedback.
• Managed member relationships, incorporating feedback into the scheme and providing constructive input.
• Developed marketing collateral and handled key event responsibilities during Award Ceremonies.
• Identified process improvements and mitigated risks within the Dubai Service Excellence Scheme (DSES).
• Conducted outreach campaigns to educate market-leading brands about the benefits of DSES.

A. Support the audit team in carrying out their daily work .
B. Carries out the general administrative and clerical works in the Division .
C. Drafts or issues messages, memos, circulars from the Head of the Division to the staff .
D. Attends Telephone calls for the Audit team .
E. Keeps the Schedule of the Audit team and reminds them of their appointment .
F. Takes messages on behalf of the Audit team they are not at their desks and communicates these on their return .
G. Arranges inward and outward mails and correspondence of the Audit team .
H. Attends to visitors and guests of the Head of the Division, Section managers and Audit team .
I. Handle important and confidential files of the Audit team .
J. Perform any other duties or responsibilities consistent with the employee Role and assigned by the management .

• Receive, direct and relay telephone messages and fax messages
• Direct the general public to the appropriate staff member
• Maintain the general filing system and file all correspondence
• Telephone calls, Secretarial works including filing
• Make preparations for Band Council and committee meetings
• Maintain an adequate inventory of office supplies
• Respond to public inquiries
• Provide word-processing and secretarial support