Presenter and preparing of weekly English language shows on Sharjah TV channel

Lecturing students and Tour guides on Islamic Culture as part of their qualifications

Managing the tourist relations and customer experienceManaging of events and workshops to various organizations, schools and establishments education on UAE culture, traditions and heritageCommunicate with employees and management, to exchange information and assistance in raising the efficiency of the site.Communicating with the public and private organisations to create market awareness of the exhibition, which contributes to increasing the number interested in visiting.

• Lead a direct team of 12 Service Desk Analysts/Specialists and headed a separate team of 5 dedicated call center agents• Responsible for the managing, and ongoing improvement of service desk and call centre team members in alignment with the team’s and organisations overall goals and objectives• Took the role and responsibilities of manager in absence of Customer Service manager.• Responsible for interviewing, selecting & training new team members • Contributed to the increase of Service Desk resolution percentage from 50% to81% on all first line resolvable service calls by the service desk.• Professionally managed the increasing the number of calls handled by service desk which increased from 3500 service calls/month in 2005; 6700 service calls in 2006; 10,000 service calls/month in 2007 to 13,000 calls/month 2008. I did this by carefully balancing and prioritising workloads and resources• Helped improve and maintain a successful level of productivity and efficiency amongst team members by consistently monitoring performance to ensure analysts are performing as expected; provided monthly coaching sessions to ensure proper feedback and guidance is made available to all team members alike maintaining quality in service and transparency on performance.• Was the main contributor and designer of the Service Desk Policies and Procedures guide by developing/assisting processes/procedures.• Supervised/coordinated several projects and transitioned them to the service desk for support conducting staff training and awareness• Delegated tasks and responsibilities to team to empower enthusiasm and commitment and promoted members where applicable

• Manager within the Managed Services Business Unit which serviced the Ministry Of Defence, Ministry of Interior, The UK Police and New Scotland Yard for all their IT and communication needs as well as providing call centre services on behalf of several UK councils (municipalities)• Direct reports of 5 senior agents and 3 junior• Managing of both customer service and call centre teams• Responsible for health and safety within work premises• Responsible for interviewing, selecting & training new team members • Delegated tasks and responsibilities to team to empower enthusiasm and commitment and promoted members where applicable• Overseeing and organising of critical UK government reports• Achieved best results of department in comparison with other managers.• Attended and achieved ITIL Service Desk certification from a small selected group of staff chosen to attend• Dealing with regular Critical government outages and ensuring service was restored within specified timeframe.

• Direct report of 8 staff• Within 2 years was promoted from Advisor to Team Lead and then was given the responsibility of both managing the team as well as dealing with high level complaints and escalation received via government bodies such as Trading standards.• Training, monitoring and mentoring of team and implementing staff performance plans and strategies.• Dealing with high level complaints from both customers and mobile networks.• Increased efficiency and productivity of department by introducing various mechanisms to monitor and assess staff output.• Managed and trained outsourced call centre staff in India by conducting regular video conference training and feedback sessions