Human Resources Operations Officer (May 2017- Present)• Manages payroll for 900+ Employees, including tracking of leave/attendance/overtime/pension through WPS/FTS/Cheques• Manages Employee's End of service including calculation, exit management and visa cancellations• Payroll: Manages end-to-end payroll processing, including resolving payroll discrepancies and disputes• Insurance: Manages employee insurance renewal, quote analysis, additions and cancellations.• Licensing: Coordinates licensing in mainland Dubai, Freezone and Abu Dhabi.• Reporting & Analytics: Maintains and prepares HR metric data bases and dashboards to ensure accurate recording of all staff and employment related information for statistical reporting and monthly reviews.UAE Labor Law: ▪ Provides guidance on compliance to the Labor Law and interpretation of HR policies, procedures, guideline and employee relations issues to stakeholders.▪ Manages Employees complaints with Tawafoq centerManpower Management: ▪ Manages the administration of the Recruitment and Selection processes, working with stakeholders to assist in all facets of employee recruitment, selection and onboarding.▪ Assists with the administration and cultivation of good employee-employer relationship with employee engagement activities and employee awards, employee performance reviews and coordination of complaints with Tawafoq center.▪ Coordinates employee exit management including calculation of employee end-of-serviceVisa Management: ▪ End to end Employees visa process, hands on experience for Freezone, Dubai mainland and Abu Dhabi licenses▪ Manages insurance renewal, quotes analysis, additions and deletions

• Validating applications credentials for healthcare professionals and healthcare facilities license.• Resolving customers’ inquiries and complaints about DHA services and service centers.• Strengthening the positive impressions our customers have for DHA; through resolving their queries in timely manner.• Contributed in processes improvement, by running appropriate surveys with customers to measure and analyze their level of satisfaction, gather the common complaints and set a plan to resolve them.• Was selected to conduct interviews with the Acting Head of Communications for the new joiners.• Was selected as a SPOC for the RTM by coordinating between the supporting channels for the system and the front-line customer support.• Worked on an idea I had for adding a combined and interactive map for all DHA service centers on the website, the idea was implemented and it decreased the number of queries received in that regards.• Carried out tasks for summarizing and translating documents from Arabic to English and Vice Versa, documents about important announcements and internal processes’ updates.

• Strengthened the positive impressions of DHA customers by providing perfect service• Effectively handled customer complaints & resolved customer inquiries, validating applications credentials for health professionals & health facility licenses• Conducted new joiners’ interviews & performed administrative & process improvement initiatives

UK Over Night (Billing and Collections): (January 2014 – May 2015)Resolving billing queries based on clients’ credit risk & financial history. Thus, deliveringoptimum resolutions for both the customer & the business.Arranging Installment plans for bill payments.Setting up bank direct debit and/or automatic card payments for customers billing accounts.Increasing the profits of our business while maintaining our customer’s interest.On boarding, escorting, training sessions and quality sessions to new as well as existing staff.Acted as a supervisor with a wider scope.UK Web Chat (Billing & Collections): (December 2012 – December 2013)Implemented a motivational process improvement project to be applied across the web chat operations for 100 advisors, the project was a success story as it improved our KPIs and thus elevated our operations to lead other queues in performance. Acted as a supervisor, leading a group of 20 employees, ensuring that they met daily targets, provided best level of service. Ensured my availability to assist my colleagues for further guidance.Managed the operations real-time activities as to ensure delivery of hours & ensuring that the forecast is met in terms of number of advisors available on Queue, spotting odd behaviors & running hourly performance reports with real time analysis.UK Account (Billing & Collections): (March 2011 – November 2012)Serving Vodafone UK customers, with different cultural backgrounds/ethnicities, becoming more experienced with the financial British systems & regulations.Resolving customers billing queries based on their credit risk & financial history. Thus delivering optimum resolutions for both the customer & the business. Analyzing my colleagues’ performance & generating performance reports.Launched a motivational project, implemented across a group of 20 employees.Australian Account (Technical Support): (Sep 2008 – Feb 2011)Customer Care representative, handling all technical queries.

• Maintain constant front desk presence to greet visitors • Checking in the guests and members in friendly and professional manner. • Answering phone calls and providing any required information with compliance to the Gym policy and procedures.• Processing incoming and outgoing mail. • Recording appointments on the calendar.