Senior Officer in Customer Declaration Management Department
Dubai Customs
مجموع سنوات الخبرة :13 years, 6 أشهر
1. Process new declarations, amendments and cancellations, identify and mitigate potential risks, and provide guidance to other team members.
2. Ensure declarants are compliant with the declaration procedures of Dubai Customs.
3. Analyze declarations risk profile and other details given by the Risk Engine.
4. Mitigate declaration risks and business exceptions.
5. Seek clarifications from declarants on the declaration details.
6. Initiate corrective action to resolve unconformities found during the declaration processing and set action plans for subordinates.
7. Strategized and recommended the Mirsal2 application modifications and new requirements of the Declaration Management department.
8. Tracked implementation progress with demand management, architecture team, project management and solution delivery.
9. Handle, monitor and resolve Client complaints reported through HP OpenView and coordinate the mitigation with the CDM Team Leads.
10. Liaise with Dubai Trade to tackle the declaration clearance cases.
11. Presented to management a proposal for enhancing the process of customer complaints handling.
12. Generate weekly reports and shared updates provided by Dubai Trade.
1. Improved customer service quality results by studying, evaluating, and re-designing processes.
2. Handled escalated calls and email responses and assisted team members with challenging requests.
3. Directed and/or managed all activities associated with Customer Care Operations, including developing and implementing policies and procedures.
4. Prepared and organized all the reports which are related to the section (Weekly / Monthly, etc.).
5. Followed up the reapportion in order to establish Dubai Customs Call Centre.
6. Followed the business process of implementing the e-services.
7. Identification of issues and assessment of risk throughout the Call Centre project’s lifecycle and recommended mitigation actions.
8. Building and managing relationships with 3rd party organizations with impact on the deliverables, financials and political climate
9. Coordinated with the other departments with respect to implementing the e-services per planned strategy.
10. Met with other business units to discuss ways to enhance the business processes of the e-service section.
11. Generated weekly & monthly reports of the department in order to present it to upper management.
12. Establish the KPIs of the section’s staff in line with the HR Department guidelines.
13. Communicated as well as followed up on the entire work circular between the IT & e-service section.
14. Enhanced the work & developed it as well through the business plan of the department
15. Formulated procedures for systematic retention, protection, retrieval, transfer, and disposal of records.
16. Managed a variety of general office activities by performing the duties personally or through subordinate supervisors.
17. Analyzed and organized the office operations and procedures such as bookkeeping, preparation of payrolls, personnel, information management, filing systems, requisition of supplies, and other clerical services.
18. Reviewed and routed internal and external mail, e-mail and faxes
19. Arranged and coordinated meetings, prepared agendas, and recorded / transcribed minutes of meetings
20. Translated documents and correspondence between English and Arabic
21. Prepared as well as delivered presentations which are related to the department.
1. Managed a variety of general office activities by performing the duties directly or through subordinate supervisors.
2. Maximized office productivity through proficient use of appropriate software applications
3. Researched and developed resources that create timely and efficient workflow
4. Planned office layout, developed office budget, and initiated cost reduction programs
5. Handled and wrote all the correspondence
6. Composed memos, letters & faxes to be sent internally and externally
7. Taking minutes of meeting while following up in Agenda.
8. Organized the time schedules, visits, meetings etc
9. Prepared reports, presentations, job descriptions organization chart and all necessary documents for the Administration office.
10. Issued all the employees affairs during their travel on business trips from all matters related to airlines, hotel reservation.
11. Provided assistance in building and strengthening cross-functional relationships between departments to ensure the smooth running of operations, clarify issues and bring in win-win solutions.
12. Received and reviewed all incoming mails for the MD and replied to the queries on general technical aspects.
13. Prepared and submitted various reports on different operations to the MD as per his request from time to time.
14. Participated and rendered assistance in implementation of various directives of the MD
15. Attended and screened all incoming phone calls and visitors for the MD and took necessary actions as per directions
16. Prepared various reports and correspondence and edited / reviewed them for language correctness.
17. Managed the calendar schedules of the MD and made appointments on his behalf
18. Responsible for making travel and hotel arrangements and planning itineraries for the MD plus negotiation of corporate rates with Travel Agents/ Car Rental companies.
1. Followed up with customers’ complaints
2. Organized the cement supply schedule with the customers.
3. Handled customer issues and provided them with resolution
4. Managed a variety of general office activities by performing the duties through direct involvement or through subordinate supervisors
5. Handled and wrote all the correspondence
6. Composed memos, letters & faxes to be sent inside or outside
7. Took minutes of meeting
8. Issued all matters related to passports, accommodation, exit, re-entry visa processing and all employees’ files and updating of the same.
9. Organized the time schedules, visits, meetings etc
10. Prepared reports, presentations, job descriptions organization chart and all necessary documents for the Administration office.
11. Issued all the employees affairs during their travel on business trips from all matters related to airlines, hotel reservation.
1. Reviewed clerical and personnel records to ensure completeness, accuracy, and timeliness.
2. Prepared activities reports for guidance of management
3. Coordinated activities of various clerical departments or workers within the department
4. Maintained contact with customers and outside vendors.
5. Handled and wrote all the correspondence
6. Issued all matters related to passports, accommodation, exit, re-entry visa processing and all employees’ files and updating of the same.
7. Organized the time schedules, visits, meetings etc.
8. Prepared reports, presentations, job descriptions, organization chart and all necessary documents for the Administration office
9. Organized the connection among all the departments in the company and the other branches
10. Following up the administration officers who are responsible on issuing all the employees affairs during their travel on business trips from all matters related to airline reservation and hotel booking.
11. Defined department goals and objectives and ensured communication to employees.
12. Planned, developed and implemented departmental operational strategies/ programs in accordance with company’s policy and to meet established objectives for providing efficient, effective services.
13. Responsible for planning, developing and revising of the administrative operations management activities of the company in accordance with the company’s business requirements and departmental requirements.
14. Assisted in the development and implementation of HR and wider administrative policies within the department and the Company.
15. Ensured smooth day-to-day- running of the department in terms of schedule and manpower
16. Worked closely with the HR Department on behalf of the MD in managing the recruitment of qualified candidates for the organization.
1. Prepared the Monthly reports for the Military attaché and sent it to the Yemen Defense Ministry
2. Handled and wrote all the correspondence
3. Prepared the Occasions, Holiday Cards and all other reception invitations and sent them to the other Embassies
4. Answered the phone and recorded all the appointments
5. Organized the Military attaché’s Agenda, time schedules, visits, meetings etc.
6. Prepared reports, presentations, job descriptions, organization chart and all necessary documents for the attaché’s office .
7. Took minutes of meeting and while following up on Agenda .
8. Handling all the personal affairs for the BRG. Such as leaves, attendance and all related Reports.
9. Kept contact with Yemeni citizens living in Egypt to ensure proper handling of their requests through the Attachment Office
