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Shamsa Al Zaabi, Customers Experience & Services Director

Shamsa Al Zaabi

Customers Experience & Services Director

Abu Dhabi Sustainable Water Solutions

Lieu
Émirats Arabes Unis - Abu Dhabi
Éducation
Master, Executive Business Administration
Expérience
16 years, 7 Mois

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Expériences professionnelles

Total des années d'expérience :16 years, 7 Mois

Customers Experience & Services Director à Abu Dhabi Sustainable Water Solutions
  • Émirats Arabes Unis - Abu Dhabi
  • Je travaille ici depuis décembre 2022
Head of Customers Happiness à Abu Dhabi Sewerage Services Company
  • Émirats Arabes Unis - Abu Dhabi
  • Je travaille ici depuis octobre 2012

• Managing customer services related activities
• Ensure compliance with regulatory and statutory requirements.
• Managing departmental performance contract: achieving targets, complying with Emirates plan KPI’s.
• Chairing ADSSC’s Customers Happiness Survey Study Committee
• Management of External and Internal Service Level Agreements
• Managment of compliance against relevant regulatory and statutory code of practices and conditions
• Managing strategic initiatives in compliance to ISO 10002 & ISO 10004
• Conducting internal audits based on different standards ( BCM and ISO. 9001 lead auditor)

Acting Cheif Commercial Officer à Abu Dhabi Sustainable Water Solutions
  • Émirats Arabes Unis - Abu Dhabi
  • Je travaille ici depuis août 2023

Overseeing:
Customer experience
Services delivery and pricing
Business operations
Operations Inspection
Compliance
Logistics
Omni- channel and customer interface

Innovation and Development à Emirates Identity Authority
  • Émirats Arabes Unis - Abu Dhabi
  • janvier 2012 à septembre 2012

Responsibilities / Achievements:
• Marketing ID e-services
• Provide statistical data associating analytical reports of the population to concern agencies (both privet and government sectors)
• Ensure continues improvement of different business process and procedures: Improving ID cards production process (de-centralization)

Identity and Population Register Director à Emirates Identity Authority
  • Émirats Arabes Unis - Abu Dhabi
  • octobre 2007 à décembre 2011

Identity and Population Register Director
• Supervision of ID card production and quality testing process
• Ensure compliance with Emirates Identity Authority rules and regulations
• Management of external contractors undertaking ID Card packing and delivery
• Conducting required testing acceptance procedures assuring full compliance
• Ensure business operations continuity through: monitoring production capacity building, consumables management and production forecast.

Éducation

Master, Executive Business Administration
  • à Higher Colleges of Technology
  • novembre 2010

Innovation, Entrepreneurship and Strategic Planning

Baccalauréat, Applied Science in Information Management
  • à Higher Colleges of Technology
  • juin 2006

Distinction

Specialties & Skills

Process Review
+Endorse 0
Performance Excellence
+Endorse 0
Auditing
+Endorse 0
Innovation
+Endorse 0
CONTINUOUS IMPROVEMENT
+Endorse 0
PROCESS ENGINEERING
+Endorse 0
Excellence Assessment
+Endorse 0
Internal and External Audit
+Endorse 0
Customer Service Excellence
+Endorse 0
Excellence Assessor
+Endorse 0

Langues

Arabe
Expert
Anglais
Expert

Formation et Diplômes

EFQM Certified Assessor Transformation Training (Certificat)
Date de la formation:
April 2020
Certified UAE Innovation Award Assessor (Formation)
Institut de formation:
Dubai Quality Award Office
Date de la formation:
December 2017
Durée:
21 heures
TRADE Benchmarking (Formation)
Institut de formation:
Global Benchmarking Network
Date de la formation:
December 2018
Durée:
16 heures
Certified Professional Innovator Boot Camp& Exam (Certificat)
Date de la formation:
September 2017
Business Continuity Managment System Internal Auditor (Certificat)
Date de la formation:
September 2017
Certified Service Manager (Certificat)
Date de la formation:
April 2015
Certified KPI Professional (Certificat)
Date de la formation:
October 2014
Certified KPI Professional (Formation)
Institut de formation:
KPI Institute
Date de la formation:
October 2014
Durée:
30 heures
Certified Innovation Strategist (Certificat)
Date de la formation:
September 2016
Certified Professional Innovator (Certificat)
Date de la formation:
September 2018
Certified Process Professional Champion® (Certificat)
Date de la formation:
January 2013
Certified KPI Professional (Certificat)
Date de la formation:
October 2014
Certified Service Manager (Certificat)
Date de la formation:
May 2015
Certified Innovation Strategist (CInS®) (Certificat)
Date de la formation:
September 2016
Certified UAE Innovation Award Assessor (Certificat)
Date de la formation:
December 2017
BCM ISO 22301 (Certificat)
Date de la formation:
September 2017

Loisirs

  • Conducting Excellence Assessment
    Conducting Assessment on different excellence models: SKEA model, DHDA model, Innovation model
  • Reading