Sidra Abdul Waheed

Objective

Benefiting from a professional career that has required skills and individual potentials would like to make a continued contribution to an organization with the administration position that offers an opportunity for career progression

Professional Summary

9 years of cross-cultural experience in Customer Service

7 years of experience in Documentation (ISO standards)

Employment History

Company Name : Al-Ahli Driving Center, Dubai (U.A.E)

Designation : Asst. Customer Service In-charge/ Certified Internal Auditor & Document Controller

Duration : July 2009 till date

Job Highlights;

Assist the In-charge with all the necessary requirements – Replace during leave

Supervise Customer relation department and the Front desk staffs

Manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance

Making ensure that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to supervisor

Assist with preparation and distribution of information for new rules from RTA or from AAD Management, file those documents and update effectively.

Taking ownership of complaint and queries and proactively following through to resolution.

Supporting decisions made by customer service management and conveying positively to reinforce the team members

Generate monthly Q-machine Report of the entire company to be forwarded to RTA

Make training plan and training presentation for new staff.

Evaluate staff based on their monthly performance

Developing and mentoring new staff to satisfy customer service requirements.

Give training to concern staff with-in dept based on their Skill Matrix

Planning and conducting professional management system audits twice per year

Identifying auditing issues and proposing solutions

Performing tests of internal controls carried out every six months audit.

Organize and conduct internal mystery Shopper survey. Collect data to generate reports

Prepare monthly on complaint analysis of the month, transferred-out figures of the month, comeback students, evaluation of Special training based on the available data and other reporting criteria

Create Annual Analysis Report of the entire dept to submit to CEO

Worked as Road and Transport Authority’s Theoretical test Invigilator

Maintaining working cognition of each customer service process for various market segments and communicating issues to team manager.

Assisting Management and team manger with any assigned special projects and providing backup to the team manager when required

Identifying and escalating consistent or recurring problems with the systems functionality.

Assisting in improving and monitoring procedures and processes to ensure the cost-effective and the most efficient service

Assisting in preparing and developing the documentation of the organization’s standard policies and procedures towards customer service

Career Achievements

Received special mention and appreciation by the external auditors and management for the excellent work in Documentation ISO 9001:2008

Performed as a team captain for the achievement of PPMS (Partner Performance Management System) Assessment from Roads and Transport Authority Dubai and guided the members in a systematic manner to achieve the all criteria from Roads and Transport Authority Dubai.

Received a special award from the management for the implementation of system documentation, reporting system and development of different kind of methods in report, those are implemented for the achievement of ISO 9001:2008, for each department and selected as Platinum Award achiever.

Received four Best Employee of the month awards

Company Name : Consultant Management, Dubai (U.A.E)

Designation : Temporary Trainee – Customer Service Work Experience Program

Duration : May ’09 – 1 month

Company Name : Recruitment Agency, Dubai (U.A.E)

Designation : Temporary Telephone- Data Entry Operator

Duration : Jan ’09 – Feb ’09

Academic Qualification

2006 – 2007 - IGCSE ‘O’ Levels - Design and Technology Cambridge Board- Arab Unity School

2007 – 2008 - IGCSE ‘A’ Levels - Psychology and Sociology Cambridge Board- AUS

Trainings Completed

Certified Internal Auditor for the following international organizational standard

ISO 9001:2015 - Quality Management System

ISO 14001:2015 - Environmental Management System

OHSAS 18001:2007 - Occupational Health Safety Assessment Series

ISO 50001:2011- Energy Management System

ISO 39001:2012 - Road Traffic Safety Management Systems

Knowledge, Skills and Abilities

Willingness to discover and develop

Friendly, polite and tactful attitude

Excellent communication and good presentation skills

Ability to cope up with multiple projects and deadlines

Ability to motivate and energize the fellow team members

Ability to tackle with diverse customers

IT skills

Ability in the use of word processing software (e.g. Microsoft Word), email (e.g. Microsoft Outlook), the internet, relational databases (e.g. Microsoft Access), and spreadsheets (e.g. Microsoft Excel)

Language Skills: Bilingual

Ability to speak read and write English, Arabic, Hindi, Urdu.

Personal Details

Date of Birth : 10th of July 1990

Nationality : Pakistani

VISA Status : Dubai Resident, Father Sponsor

License : Light Motor Vehicle - Automatic

Contact Details : 050-******* / ac7aqp@r.postjobfree.com

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