Sidra Abdul Waheed
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
9 years of cross-cultural experience in Customer Service
7 years of experience in Documentation (ISO standards)
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
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
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
2006 – 2007 - IGCSE ‘O’ Levels - Design and Technology Cambridge Board- Arab Unity School
2007 – 2008 - IGCSE ‘A’ Levels - Psychology and Sociology Cambridge Board- AUS
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
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.
Date of Birth : 10th of July 1990
Nationality : Pakistani
VISA Status : Dubai Resident, Father Sponsor
License : Light Motor Vehicle - Automatic
Contact Details : 050-******* / firstname.lastname@example.org