Service Improvement Specialist

Profile Summary

Experienced Customer Service professional with 15 years of experiences in Process improvement, Service Delivery functions in various industries: Banking, Transportation, Supply Chain and Risk Management.

Provider of highest process Improvement and service excellence, by creating alternative solutions, worked closely with business partners in enhancing service levels, I am looking for a challenging role within quality management and service improvement in which I can utilize the skills that I have obtained and to contribute to the business development in the organization.

Complaints Handling

Quality Assurance

Process Auditing & Development

Team Management

Benchmarking

Fraud & Risk analysis

Exports & Imports.

Pricing analysis

Service Improvement

Compliance.

Professional Experience

Move Manager- Armstrong Moving Toronto/ March 2016- Till Date Armstrong Moving is a leading moving company, specialized in high profile moves, working closely with relocations companies, large corporation for moving in the Canadian, USA and International for their requirements, Responsibilities include

Handling the Asia-Pacific and Middle East portfolio accounts.

Implementing Quality Standards though out the move process.

Building on business relationship with clients and business partners

Acting as pricing analyst, by providing quotation, auditing invoices and liaising with accounts on settling outstanding payments.

Risk Analyst – Millennium1Solutions Toronto/Aug 2015-March2016 M1S is a leading Canadian business process outsourcing, providing solid track of end to end B2B & B2C solutions, working with different Canadian entities in designing service solutions and strategies.

Mitigate credit and financial risk when completing reviews and credit assessment.

Working on indentifying risk areas and identifying preventive measurement.

Continuously updating related work process with the latest updates and changes.

Supply chain Analyst- Go Direct Supply Toronto/Jun2014- Apr2015

Successfully managed high profile accounts, ensuring that inventory levels are met through setting related min/max parameters.

Managing inventory reports to ensure sufficient quantities of products through coordinating with the warehouse for executing related sales transfers.

Initiating Promo products in WMS, creating the item code related references.

Generating monthly KPI’s reports; validating reports through shipped orders.

Working closely with clients in anticipating and forecasting orders volumes.

Service Improvement Supervisor – Dubai Roads & Transport Authority Dubai/2007-2014

Salik Project

Salik is the First Electronic road toll system in Dubai, UAE, which is based on the RFID Technology; this project was launched by the Roads and Transport Authority in Dubai

Working closely with operations to identify and improve services that would ease up customers’ experience and expectations.

Identifying improvement opportunities by initiating the process of ISO Certification during 2009 in accordance to the ISO 9001:2000 standards.

Working closely with Software on test environments; testing new application and ensuring that it’s functioning as proposed plans, ensure that no errors occurred.

Performs comprehensive audits and investigations on Compliance related documentation and processes following established audit programs and procedures.

Managing a Core team that sits on the top escalated cases and resolving them within 48 hours

Operation supervisor- Arab Bank PLC Dubai/Jun2006-Sept2007

Controlled operations related to anti-money laundering and fraud cases

Working closely with management executive to build and maintain the data system that aimed to have a solid database with the updated customers information, through testing systems, removing of old functions that no longer related to the current banking requirement, online banking systems

Took over the task of signature verification; through working closely with software department to renovate the system.

Working with the Bank’s Compliance team for the initiate of the pilot phase during May 2007, including recording of observation and suggestion for 2nd phase.

Customer service supervisor-Commercial Bank of Dubai Dubai/Jan2003-Jun2006

Working closely with central operations to post correct offshore transactions and investing suspicious cases.

Working closely with IT to migrate the system functions to the new mosaic during 2003-2004

Identifying fraud and money laundering swift transfers.

Education and Training

Six Sigma- Yellow Belt Certification- Six Sigma 2016

Masters in Quality Management –University of Wollongong Dubai/2008

Certified as ISO 9001-2000 quality auditor by IRCA London on 2007

Working on live Quality management models ( EFQM) which were adopted by Tecom Dubai for their submission for the Shk Mohd Bin Rashed Awards during 2008

Internal QMS Auditor -Lloyds Register Quality Assurance London, UK/2007

ISO9001:2000 Auditing standards

Identifying non conformance activities

Proper process documentations and Audit reports

Proper audit framework

Previous Training

Continual improvement assessment (CIA), customer focused management, event management, six sigma yellow belt, Internal QMS Auditor certification, Project Management administration, anti-money laundering and combating the financing of terrorism Dubai, Effective Benchmarking Strategy

Volunteer Involvement

PCRF Dubai Chapter

Assisting in picking & dropping sick and injured children to medical appointment, events and hosted families. Arranging for social and entertainment activities.

Volunteer in Dubai Campaign

Participating in several ongoing projects in the UAE that seeks to build social awareness for the less fortunate; helping with Braille books for Blind campaign that aims to convert the books to Braille, and aided in the Helping Hands Senses which carried out food distribution.

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