Client Relationship & Operations Officer
Abu Dhabi Ports Company (ADPC)
Total years of experience :14 years, 4 Months
• Leading the Change Advisory Board meetings on weekly basis in order to highlight and get Approvals from Top Management in order to develop and begin Changes on Maqta PCS Application.
• Developing & Executing Test Cases, creating the Traceability Matrix based on the Software Requirements.
• Developing strategic solutions for Maritime Process improvements in Maqta PCS.
• Responsible for identifying gaps after reviewing the BRS (Business Requirement Specification). Reporting non-compliance in the documents by interacting with onsite resource.
• Understanding Business flow diagrams and guiding development team towards workflow direction.
• Responsible for making sure all Integrations across stakeholders are in place and that are no system difficulties faced by end users.
• Providing Troubleshooting team with regular updates about the issues faced by end user.
• Monitoring & tracking logs of Clients Emails/Phone calls related to either Suggestions, Enquiries or Incidents, which directly or indirectly affect their Business Operations.
• Creating Weekly/Quarterly/Semi-Annual & Annual Reports of all Calls/Emails logged by Service Desk Agents.
• Creating reports for Incident Management and Top Management as requested.
• Escalating unresolved problem/issues/requests to the proper support team/Higher Management.
Facilitate and administrate the daily work of managing Panel Supervisors for New Recruitment’s of Panellists and Management of old existing Panellists across all projects being executed under Media Cell.
• Directly managing new Projects and delivering guidelines.
• Facilitates training/briefings for new Panel Operators using effective training methods and techniques.
• Monitors, evaluates and reports on progress of Projects to appropriate management.
• Maintaining New Hire paperwork (e.g. attendance, coaching and corrective action, and status position change forms)
• Reviewing overall weekly reports from field supervisors and submitting them further to the Panel Director and other appropriate manager’s/team leaders.
• Identifying gaps in Panel Curriculum, obtaining approvals for resolution, and taking action to correct.
• Setting up and maintaining Panel facilities materials.
• Staying current on all program changes and completing self-directed development training as assigned.
• Understanding the incentive needs of Panelists; reviewing and enhancing the same to make ensure changes.
• Making recommendations on curriculum and content for Knowledge Database.
• Preparing, developing and conducting personal one-on-one training and development plans.
• Trouble Shooting and solving issues before in hand.
• Handling the overall Coordination between different departments to ensure that we meet our deadlines on time with Superior Quality \[Researchers, Senior Managers and Field Department\]
Managed different types of quantitative studies including media studies such as the daily tracking study for the TRPS for TV and Radio, the annual tracker for daily newspapers, weekly and monthly magazines outlining the awareness of brands and usage of print and internet media etc.
• Key in charge for the management of different types of projects such as B2B \[Business to business surveys\], CATI \[computer aided telephonic interviews\] and Paper and Pen Interview \[PAPI\]
• Managed teams in Qatar, Saudi Arabia and UAE for various clients such as Ooredoo, STC, and Etisalat.
• Managed key Clients such as Emirates NBD Bank, Mashreq Bank, Commercial Bank of Dubai, Emirates Islamic Bank, National Bank of Abu Dhabi, Americana Group, Ali Café, Metlife Alico, Hilti, etc.
• Close coordination with our Data processing teams in Lebanon, Egypt & Bulgaria.
• Maintaining regular checks on Quality control, editing, coding, data entry & data processing.
• Prepare detailed analysis to ensure studies correctly administered.
• Carry out briefings for projects and coordinate with Data Acquisition & External Suppliers to clarify project specifications and potential problems / Issues.
• Liaising with Client Services, Data Acquisition and Global Operations on the ‘feasibility’ of questionnaire.
• Develop, implement and maintain systems to control workflow through field department.
• Supervising and training field supervisors on various types of studies.
• Coordinating between senior managers and researchers to assure that we meet our deadlines on time & with superior quality.
• Creating budgets and rate cards for various clients.
• Working on SharePoint software, accessed by all supervisors and senior auditors for various studies.
• Attending client meetings and aligning with different departments.
• Monitor fieldwork executive progress and apply quality control checks over interviewers, relevant procedures and deliverables to ensure project execution as per required specifications.
• Maintain and update documentation pertaining to project to ensure that project information is correct and complete.
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– High School,