MARYAM AHMAD HAFIZ

P.O. Box: 78448, Dubai, UAE – Mobile: +97150-2524646 – Residence Tel: +9714-2544020

Email: maryam.ahmadhafiz@gmail.com – DOB: 27th Aug, 1980 – UAE National – Marital Status: Single

Summary:

Results-oriented Customer Service Administrator with Ten years’ experience in

communications, public relations, business administration, and client relationship

management. Along with background in diverse aspects of Customer Service and

Relationship within Dubai government departments. Seeking a senior or supervisory

position in the field of my expertise or per my academic background, in order to apply all

my previously owned skills, as well as adding professionalism to my career.

Education:

2013 Al Jazeera University Bachelor Program in Human Resources Management

2004

Dubai Women’s College, Dubai Diploma in Computer Information Processing (CIP)

2000 High School Education Graduated from Art Section

Experience:

2004 – Till Date Employee in Dubai Smart Government Department Communication & Business Development Department

Senior Customer Service Officer

Responsibilities:

- Act as the first point of contact by receiving calls through Email,

Helpdesk System or Phone from different clients, logging and

filtering them into the Helpdesk system, setting initial priorities

and subjects and forward them to the proper support groups

- Provide call management services to end users on a variety of

issues, requests and quires and attend to client inquires over the

phone or emails.

- Document, track, monitor and follow up calls, unresolved

problems and resolutions.

- Conduct the "Quality Auditing

- QA Audit Methodology - for Service Desk & FLS.

- Escalate problems to the appropriate first level support.

- Coordinate between clients and first level support in providing

those services.

- End user training on for new Helpdesk Users on Helpdesk

Procedures and Helpdesk Self Service Application.

- Responsible for the monitoring daily calls updates and comments

from client, for ensuring client satisfaction on call progress.

- Resolves customer inquiries via telephone, walk in, and email

concerning call update, progress and escalation.

- Provide GIRPD Management, first line support teams and GIRPD

clients with all required reports and statistics concerning

open/closed calls based on the criteria requested.

- Responsible for a set of Data Maintenance duties, as follow:

- Receive all Data Maintenance requests/calls sent by GRP users

e.g. (creating/revoking GRP users creation, define/modify

supplier headers, jobs and bank masters)

- Create or update user-Ids on the Oracle application in the different

instances.

- Assign/Revoke responsibilities to users.

- Reset passwords.

- Verify and filter the requester authorization and coordinate with

the clients in case of requests sent by non-authorized users

- Responsible for the planning, maintenance and development of a

GPR System master data used by all GRP users e.g. (Supplier

Master, Job Master, Bank Master)

- Document, track, monitor and follow up Data Maintenance calls

for GRP Master Data

- Responsible to ensure Master Data remains consistent across the

database in the GRP System

- Ensure that data is clearly defined; users access data concurrently,

in a form that suits their needs

- Receive, track and respond of all I Recruitment candidate requests

and inquiries

- Control access permissions and privileges for GRP System.

- Work closely with CM Administrators, Account Managers and

Second level support teams.

- Communicate regularly with clients to ensure customer

satisfaction.

- Coordinate with Design Authorities in case on new

responsibilities/profiles requested

- Coordinate with CM administrator for call assignment and follow

up

- Maintenance and enhancement of personal skills and knowledge

in Infrastructure and areas of responsibility.

- Conducting job interviews for a job (specific job in Customer

service section )

- Diagnoses the requests assigned from Service Desk team.

- Resolves the assigned requests of specific natures, e.g. simple &

repetitive requests related to GRPS, eServices, Infrastructure in

addition to Data Maintenance.

- Escalates cases that cannot be resolved or re-assigned to the direct

manager.

- Informs the direct manager on a daily basis of issues that can

affect the operations.

- Achieves the productivity levels as designed by the management.

- Maintains the resolution standards as designed by the

management.

- Participates in coaching activities to “Customer Service

Administrators”.

- Handles the assigned requests in a prompt, courteous, friendly

and professional manner.

- Interacts with internal & external customers in accordance with

the placed policies, standards & procedures.

- Participates in any extra task as requested by the direct manager.

- Demonstrates adherence to work environment; business ethics

and positive attitude.

- Adherence to Information Security Policies & procedures of

DeG.

- Complying with other legal and statutory requirements enforced

by the authority.

eSuggest System

- Managing Employee & Customers e-suggest system and work on

implementations

HR Support

- supporting HR section in Oracle user experience

- position creation in HRMS

- Payroll support

- Coordination with technical team to solve the issues in the HR

system (Oracle – ERP)

Professional Skills:

Communication skills through being able to effectively communicate ideas and

objectives and deliver them in a proper and accomplished manner.

Problem solving skills through following a systematic approach in analyzing,

identifying causes and produce solutions for any type of problem.

Team work skills through being an effective member of any team, along with ability

to motivate other members for not only achieving the goal of something but exceeding

the expected results.

Time Management skills, through paying attention to time frame for any task given,

and always setting priorities based on it.

Customer Services skills, through Ensuring that customers are satisfied of the support

and services delivered to them, as well as being able to handle all complains.

Leadership and business management skills through being able to lead a team and

manage and utilize efforts effectively in order to achieve a certain task or target.

Professional Trainings:

2015 Outstanding performance in customer service out of the vision of the

European foundation for Quality Assurance EFQM

2015 Internal resident Excellence cycle

2015 Principles and standards and concepts of excellence

2013 Intermediate Operational Support and Analysis

2013 Ilm Certified - Customer Service Excellence

2012 BMC Remedy ITSM 7.6.04

2011 ITIL v3 Foundation

2008 Telephone Skills & Customer Care

2008 Effective Management Of Time

2008 Support Center Analyst

2006 Crystal Report Training

2004 ND520 – Developing Application Using Domino 6 : Intermediate Skills

2004 ND510 – Developing Application Using Domino 6 : Foundation Skills

Languages:

Arabic: Fluent writing, speaking and reading skills

English: Fluent writing, speaking and reading skills

References:

Available upon request