Customer Relations/Complaint Adviser
Abu Dhabi Islamic Bank
Total years of experience :18 years, 11 Months
Collecting customers’ information, documenting cases and providing information or solutions needed..
Maintaining/improving the quality of the service provided to customers.
Calling customer when a complaint is filed, listen to their point of view and evaluating the best way to resolve problems.
Following up on customers’ complaint and communicating the department/branch concerned to meet customers’ needs and update the customer with the case steps.
Reporting the issues, complaints, suggestions, and notes after resolving their problems.
Reporting service quality to the concerned teams and filing reports with all steps.
Keeping track and stay updated with policies, procedures, audit and manuals of the bank at all times
Building relationships with the community, partners, organizations and nonprofits.
Overseeing and maintaining the marketing plans and adjusting the strategies.
Negotiating with organizations and building new partnerships and getting funds.
Analyzing, monitoring and collecting feedbacks to evaluate progress to ensure improvement.
Motivating and establishing enthusiastic approach and listening to all members.
Ensuring that board meetings are well planned and productive.
Training others to ensure they’ll carry out the responsibilities each in their post.
Ticketing & e-Marketing Manager
Setting up the sales plan according to the company goal.
Develop and implement sales plan to promote and increase sales according to seasons.
Research and establish relationships through the industry.
Conduct research to find the best promotions strategies to improve direct sales.
Implement marketing e-channels plans and execute them according to the market needs, the fare prices and market demands
Analyzing progress and sales reports, conduct meetings with coworkers, discuss problems; listen to suggestions and coach to ensure a clear vision to reach our targets.
Coordinating with other department managers to ensure the smooth and painless visit from customers to provide world class services.
Prepares estimates of work force required to process work load and equipment requirements in order to formulate budget estimate.
Analyzes and reviews flight reservation reports, special flight rates, and package deals, to estimate future volume of flight reservations and sales expected.
Prepare and review the reports to actual sales
Overseeing the quality and development of training plans.
Overseeing/filing the schedules and the paperwork
Identify training needs in organization, coordination with partners in business’ management, to meet with the needed requirements of the curriculums.
Building and training the training team, insuring standards for partners’ business are met.
Assess trainings/trainers and provide changes in the training strategies if needed.
Monitoring customers/companies satisfaction and resolving complications they may point.
Providing educational services to higher and middle management staff.
Developing full range of courses and programs
Deploying marketing strategies and coordinating with sales team to achieve higher market place occupancy.
Supports and assist partners of the company.
Supports maintaining the production reports related to business in regular basis.
Researching and applying any needed updates, and facilitating the resources for it.
Website design and maintenance.
Developing/programming the code, media.
Troubleshooting functionality of user interface for faster response time.
Security measures and backups updating and checking to ensure the integrity of the private information of users.
SEO and Marketing, targeting and prioritizing by applying trackers to ensure higher reach from all content and improving the weak sectors.
Research & surveying, deploying surveys and collect customer reviews and apply useful updates to the website insuring better experience.
I finished a part of MSc in Strategic Planning and still got another to finish
I graduated in the faculty of computer sciences, with major in CS adding minor in IT