Experience

  • Sr. Customer Support Executive

    at emaratech (Information Technology Solutions Group )

    January 2012 - at Present

    Dubayy

    • Informing the PRO with the required information for Immigration documents and Dubai Land Mark necessaries (DLD). • Filling registration DNRD (immigration online system) for companies and typing entire e-forms application for immigration. • Managing the process of the medical examinations for the entire teams. • Leading the processes for emirates ID & related departments. • Managing operations and performances reports. • Managing the registration of rental, lease agreements, finalizing the related debates. • Managing renewals, cancellations, transfers, terminations and swaps of Ejari System. • Enhancing customer experience within registration trustees and fulfilling required information. • Leading Coordination with land department in relation with ejari and oqood payments. • Operations improvement processes internally and externally.

  • Application Support Executive (Emirates I.D) Project

    at emaratech (Information Technology Solutions Group )

    January 2012 - at Present

    Dubayy

    • Provide operational and technical support to the entire users of business applications • Understanding customer’s needs and fulfil their desires within the organization policies and processes. • Providing clients with the required information related to our company related activities. • Provide regular reports to the Call Centre Supervisor and performance. • Managing appointment schedules to fit the client's needs • Support customers with the entire information required to insure no time consumption. • Support end users with technical issues on received applications through emails. • Reviewing customer’s complaints and cases submitted by the agents on the CRM and giving the necessary approvals. • Resolve the technical issues received from typing centers and insure reporting the same back to the typing center. Taking care of the full communication part within 7 different teams and lead them to achieve company targets. Identifying the business needs and proposing

  • Application Support Executive (Noqodi Payment Gateway) Project

    at emaratech (Information Technology Solutions Group )

    January 2012 - at Present

    Dubayy

    • Noqodi a payment gateway system platform for processing e-cash, bank direct debits and major credit cards, handle all clients’ account via noqodi backed software. • Registering users in the system to allow access to the application. • Managing the entire clients records for noqodi account. • Completely handling noqodi software for enabling and disabling different account services. • Providing new updates and changing information to clients about system. • Generating list of all clients with complete records and services. • Checking Open Source Tickets Request system (OTRS) to effectively track issues and resolve them. • Roll out updates and new releases of the application (system, process, regulations) to channel partners as needed. • Make sure that all client information and details, are captured accurately in the CRM, and promptly updated once required.

  • Sr. Collection Officer

    at Dubai First Bank

    June 2007 - May 2011

    Dubayy

    • Managing the entire teams from early payment stages until dead payment. • Managing collections across the assigned countries through collection regional managers there by mitigating credit losses credit cards portfolio and maximising recoveries • Reviewing entire portfolios accounts with Portfolio segmentation counted in mind. • Analysing dead debts portfolios as well managing large debts mounts and delinquencies within budgeted levels • Monitoring, following up legal cases with A to Z process initiation for legal & recovery departments. • Handling VVIP, VIP, Gov & Key Accounts follow ups and insure using the right protocol to guarantee payments. • Convincing the current accounts to shift mind to auto payment and use METO mentality to have better reporting.

  • Credit Card Collection Officer

    at Dubai Bank

    May 2006 - May 2007

    Dubayy

    • Direct report to the Bucket manger in regards of each activity generated from my teams. • Full data entry capability to the entire system and insuring accuracy for easier follow ups. • Resolving complaints and issues for the customers and insure changing it to successful payments. • Allocate Chronic and regular defaulters to the field collectors for purpose of field visit and simultaneously follow up and take continuous status from field collectors. • Offering settlements to the customers with delinquent history and recovering the Banks money in full of the best possible negotiation. • Insure giving a different behavior similar to Customer service tactics to achieve my targets and delivering outstanding feedback from the customers. • Enhancing relationship between the customer and the bank and differentiating between the categories of the customer

Education

  • BSc in Tourism and Hotel Management

    at Suez Canal University in Ismailia, Egypt

    1997 - 2004 (7 years) Ismailia Governorate

Languages

  • Arabic Native

  • English Native

Hives