محلل ومقيم رئيسي الجودة والتطوير
وزارة شؤون الرئاسة
Total years of experience :19 years, 4 Months
Designed Happiness Dashboard by using on the
Business Intelligence software to analyze,
visualize and share data for 41 Federal entities
as an open data
Designing, Monitoring and Assessing the
outcomes of measuring the services' KPI's on all
41 Federal entities
Adopting a proactive plan for the UAE Federal
entities in order to improve the performance on
the services level
Performing performance audit program on the
UAE federal entities to review and evaluate the
progress status on the service' performance
Managing the Happiness at the workplace
projects on the UAE federal entities through
establishing the methodology, performing field
work, quantitative and qualitative analyzing the
data, and preparing the reports
Conducting knowledge sharing workshop with
different aspects related to performance on the
level of UAE federal entities
Participated as an organizer in the international
events like World Government Summit, and national events like sheikh Khalifa Government
Excellence Program
Assessed operations and Quality Standards, Processes, Procedures, KPIs, SLAs, OLAs, etc) and ensured compliance with them to achieve profitability and customer satisfaction objectives
Analyzed Raw Data for various System Processes and Operations and Extract Trends, Results and Analysis.
Fulfilled and analyzed all reporting requirements and maintain records and compile statistical reports concerning Quality and customer service related data.
Evaluated all Information Technology in terms of efficiently suitability for business requirements and accuracy.
Lead & extensively participate in the department’s excellence journey as per DGEP criteria
Apply consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores
Leaded & extensively participated in the excellence journey as per DGEP criteria
Participated in quality initiatives and methodologies related to the organization
Supervised on companies that are responsible for implementing projects by following up, attending meetings and providing requirements
Ensured achievement of targeted results in each key performance areas as outlined in the plan.
2007 Dubai Municipality (6 years)
Customer Relation Department as Senior Customer Satisfaction Research Officer
• Managed the Customer Satisfaction and Mystery Shopper Studies
• Worked in designing online surveys to measure the services
• Worked on Dubai Government Excellence Program Attribute Customer Results 6.1
• Worked on developing Customer Relationship Management Project (CRM)
• Handled the design of operations and the key performance (KPI) for department
• Managed many projects related to customers care for example: - holding forums, visiting
service centers, awarding programme, and customer experience.
• Applied for Customer Relevant Awards for example:- The Middle East Customer Care
Excellence Awards, Star Awards For UAE Customer Service Week
2006 S.S. Lootah International (One month)
Marketing Department as Assistant
• Planned for an event for the company Golden Jubilee
• Prepared a Marketing Plan for 50 years anniversary Campaign
• Arranged a dinner gathering for the company
• Prepared quotations for different suppliers
2006 Gargash Enterprises for Mercedes Benz (Two months)
Marketing Department as Assistant
• Direct mailing to customers "Welcome Package"
• Market Analysis (Newspapers)
• Updated the online used cars stock
• Wrote report of competitors news
• Visited competitors (Mystery Shopper)
• Wrote an online research for competitors' websites
• Translated documents from Arabic to English & vice versa
• Designed posters for selling used cars
2005 HSBC Financial Bank (One month)
Customer Service Clerk
• Dealt with customers and solved their problems
• Wrote a release for customer car loans
• Searched for guarantee cheques which customers
• Offered my help to the staff by handling some of their work
Graduated with honor of Dean's List 2019
2009 Dubai Women's College • Bachelor in Business Administration: Marketing graduated with honor in 2009 with score of GPA 3.6
• Completed high school science section with score 88.7%, Ittihad High School, 2002