Dhekra's CV
Dhekra Saeed Al madhaani
Officer & Service Call Center | Customer Support
Profile summary
Customer support professional with 3 years of experience across 4 organizations. Skilled in call center operations, staff training, and data management. Focused on maintaining service delivery standards and processing customer inquiries efficiently.
Career highlights
Call Center Operations: Managed customer support operations in a call center environment, overseeing service delivery and staff development for newly hired personnel.
Staff Training: Trained newly hired staff and delivered technical onboarding and operational guidance to new employees as part of the Emiratization program.
Guest Services: Communicated directly with guests to handle inquiries and requests while checking hotel safety, revenue, and systems using software.
Key skills
Professional experience
Managed customer support operations in a call center environment, overseeing service delivery and staff development for newly hired personnel. Coordinated phone-based inquiry resolution workflows while maintaining data accuracy standards.
- Resolved inbound customer inquiries by phone to maintain first-call resolution standards.
- Trained newly hired staff as part of the Emiratization program.
- Delivered technical onboarding and operational guidance to new employees.
- Processed complex financial inquiries and managed related data.
Completed a rotation across hotel departments encompassing human resources, marketing, finance, guest services, administration, and reception functions during 2023.
- Communicated directly with guests to handle inquiries and requests.
- Checked hotel safety, revenue, and systems using Micros and Opera software.
Gained exposure to government operations while rotating through human resources and citizens affairs departments. Supported administrative workflows and documentation tasks across both public sector units.
- Processed personnel documents and maintained employee records for the human resources department.
- Handled internal administrative requests and correspondence for the citizens affairs division.
Completed training under the Emiratization program, gaining practical exposure to banking operations and customer service workflows during 2023.
- Participated in practical banking operations training.
- Supported customer service workflows.
Education
Management
Strategic Marketing
UDC International Summer School - Spain
Languages
English · Fluent
Arabic · Native