Zahra Elhourani

Abu Dhabi, 971-*********

ad0awu@r.postjobfree.com

A confident and highly organized individual with years of experience in operations customer –facing support roles, administration and Human recourse across a range industries. With capabilities in candidate training, project and time management, as well as the ability to inspire others and build a great relationships while being efficient, dynamic and detail-oriented. EXPERIENCE

Customer Experience Officer Aug 2018 - May 2020

Al Etihad Credit Bureau, Abu Dhabi

● Manage daily customer operations to guarantee a wonderful customer experience throughout the whole client engagement.

● Observe daily activities to ensure quality service

● Assist the Directors in fostering a collaborative environment among all employees.

● Liaise with internal teams to learn about their ideas, issues, and training requirements.

● Create MIS reports on a weekly and monthly basis.

● Examine credit reports for clients and describe the variables affecting their credit scores.

● Build relationships and collaborate with other departments to satisfy customer service standards.

● Conduct and oversee CRM operations.

● Acting as a point of contact for the help desk, reviewing consumer inquiries and issues, and resolving them

Admin / HR Officer Dec 2017 - Aug 2018

Al Emarat Al Awaal Med.Facilities Mgmt Group, Abu Dhabi

● Provide comprehensive support for all departments

● Execute duties using the systems and platforms of the organization.

● Update and keep up-to-date personnel records pertaining to pay, benefits, and training.

● Arrange meetings and handle calendar management.

● Keep track of and update employee leave requests for all types of leaves of absence.

● Posting job openings on various recruitment applications and websites, obtaining CVs for various positions needed by the organization, contacting individuals, and setting up interviews.

● During the onboarding process, train and counsel new hires on topics like business policies, procedures, and safety requirements.

● Requests to process and provide new hire health insurance.

● Create appointments and meetings using a calendar management system.

● Create worksheets, prepare presentations, and arrange spaces for employee training sessions.

● Keep an eye on new hires during their probationary term, evaluate each employee, and collect performance ratings in accordance with a schedule set by the HR Manager.

Team Leader-Customer Associate-Operations officer Jun 2012 - Dec 2017 Alramz Capital, Abu Dhabi

● Orchestrated KYC process enhancements through close collaboration with the compliance department, ensuring ethical and legally compliant workflows; reduced onboarding time for new customers.

● Acknowledge the successes of the team and individual team members.

● In charge of the day-to-day operations, responsible for ensuring that all business activities, policies, procedures, and rules are followed and implemented. Also, responsible for handling and resolving any concerns that may emerge.

● Give team members clear instructions and assess their level of performance.

● Answering questions and documenting activities, to maintain relationships with customers.

● Being prepared for customer queries by having understanding of products, services, and customer service procedures.

● Enhances customer service quality by suggesting better procedures and discovering new uses for existing products and services.

● Updates professional knowledge through taking educational career opportunities.

● Collaborating with a sales staff to develop more effective ways to handle client complaints.

● Handle operational tasks though ADX and DFM equators Executive Assistance Nov 2009 - Jun 2012

American Crescent Health Care Centre, Abu Dhabi

Patient Relation officer Apr 2008 - May 2009

Alreef Hospital, Abu Dhabi

EDUCATION

Bachelor of Business Administration (B.B.A.) - Human Resources Management Sep 2013 - Jul 2017

Al Khawarizmi International College, Abu Dhabi

3.8 GPA

SKILLS

Expert in: Coaching Skills, Microsoft Office Applications, Operations, HRM and archiving, Microsoft Dynamics CRM, Communication Skills

LICENSES & CERTIFICATIONS

Trainer in Coaching Principles Program 2023

Getsmart Training Centre

Foundational Coaching Skills 2022

CTA

SHRM-CP 2022

CTA

Positive Mental Attitude 2022

Getsmart Training Centre

Associate Coach 2020

Leadership, Supervisory Skills 2015

Spearhead Training

Certificate - CISI Rules & Regulations 2013

CISI

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