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Customer Care Administrative Assistant

Dubai, United Arab Emirates
September 30, 2020

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Reena Ballan

Mobile: 050-***-****



I am looking for a position where I can utilize my skills & experience that I gained over time, to grow and to contribute in the most effective manner by being effective team player with unlimited loyalty and commitment.


Bachelor’s degree of Business Administration (2008 – 2011) / Pretson University.

High School Certificate/ Al Zahraa Secondary School. WORK EXPERIENCE:


American School of Creative Science – Al Layyah - Sharjah Responsible for planning and implementing local and national recruitment activities; rendering admission decisions and performing other duties as assigned. Duties;

Handling Inbound/Outbound calls and visitor’s inquiries about registration, guiding parent’s registration inquiries and concerns for both new and existing families also Handling Incoming emails related to registration.

Assisting prospective parents and children with the tour & provide school background throughout the school campus and registration process.

Follow-up on all entry assessments and contacting parents to inform them of admission results of entry assessment and the required documents and convince them to register.

Follow up with the outstanding parents and prepare different kinds of letters to the parents as

“Proforma Invoice”, “Fees Payment Letters” and “To Whom it May Concern”.

Managing the student admission system.

Preparing the withdrawal form and submitting it to the accounts & MOE Secretary for the Transfer Certificate, Preparing “Continuation Letters” to the parents.

Following up on those who made appointments for entry assessment to remind them of their appointments. Following up on parents who did not show up for assessment to further probe into and influence their decision making.

Call/follow-up the parents of registered students who are in the support service program to inform them of decisions regarding re-registration of their children.

Preparing all statistics “New, Renewal, Withdrawal” required by the management or any other concerned department.

Performs any administrative assistant and secretarial duties as requested by the immediate superior.

Coordinate with the school accounts/Finance on daily, weekly or monthly basis, depending on the time of the year, to update accounts regarding the registration status of students.

Ensuring students files are complete with required registration documents and Following up with the parents to bring all the missing documents.

Ensuring the data of I-Campus are up to date and accurate & Following up the “I-Campus” pending inquiries received.

Dealing with all kinds of parents & trying to solve their problems as much as we can no matter how frustrated, angry, or rude by using a positive and calm tone of voice.

Preparing/Typing Continuation letter to the students.

Follow up with the parents who plan to move from the school by filling withdrawal forms.

Preparing Daily, weekly & Monthly report to the principals & head office about registration statistics.

Provides administrative assistance for school and class activities such as field trips, showcases, school opening nights, open days, graduation ceremonies, special events, parent-teacher interviews and other events related, but not limited to, public relations. Senior Customer Care Support (2004–2015)

Etisalat- Emirates Telecommunication Corporation - The Customer Care Centre A well-mannered and organized, articulate and hardworking customer care advisor who has invaluable experience of providing a professional and efficient service in the telecom industry. Able to provide a high level of customer satisfaction and to exceed their expectation when it comes to customer care. Excellent client facing and configuration skills and a strong team player with an appreciation and understanding of the importance of customer care as a function within a business. Duties;

Monitor of Customer Care Specialists as needed in conjunction with Team Leads and Customer Care management.

Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed.

Responsible to ensure that the customer receives an adequate level of service with each concern or request.

Provide customer support and technical issue resolution via EMail, phone and other electronic mediums.

Answer product and process related questions posed by customers through an internal case management system.

Responsible for maintaining a positive and loyal relationship between Etisalat and its customers.

Research and identify new cases created by Management.

Assist with and lead software implementations for new customers.

Perform Staff training, either on-site or via remote conferencing when applicable, aligning any communications and training with that of Professional Services to ensure consistency.

Perform quality assurance testing when applicable; remain consistent with quality strategy from the Quality Assurance team.

Assist and coordinate with product demos to potential customers when needed

Manages difficult or emotional customer situations promptly to customers if required.

Solicits customer feedback to respond for any requests for service and assistance.

Identifies and resolves problems in a timely manner by Gathering and analyzing the information skillfully and developing alternative solutions.

Oversaw call center employees to ensure customer satisfaction goals were consistently met. COURSES & ACHEIVMENTS:

Creativity, Problem Solving & Decision Making - Etisalat Academy.

Course in Managing Time and Stress - Etisalat Academy.

Customer Service Excellence. - Etisalat Academy.

Course in Effective Complaint Handling - Etisalat Academy

Customer Care Expert Program-Level 1 - Online Certification Program.

Technical Support Training - Etisalat – Customer Care SKILLS:

Knowledge of the Schools academic programs.

Excellent communication and presenting skills.

Self-motivator & quick thinker.

Stress manipulation & time managing.

Good at being individual as well as team worker.

UAE Driving License.


Arabic : Mother tongue

English: Speaking, reading & writing perfectly.


Nationality : Palestinian (Holding Lebanese Travel Document) Marital status : Married

Visa status : Valid residence visa


References will be available upon request.

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