Dubai, Dubai, United Arab Emirates
I am a results-driven Quality Assurance and Service Excellence Manager with over six years of progressive experience in quality management, performance evaluation, customer experience enhancement, complaints resolution, and training development. Throughout my career, I have consistently demonstrated the ability to implement strategic initiatives that improve operational efficiency and elevate service standards. In training to be a Lean and Six Sigma and ISO 9001:2015 Lead Auditor certified professional, I possess a strong track record in developing and updating standardized Standard Operating Procedures (SOPs), policies, and audit management systems. My background includes extensive experience in managing large-scale teams, leading cross-functional collaborations, and designing corporate training programs tailored to drive employee engagement and organizational goals. With a keen focus on operational excellence, I excel at identifying areas for improvement, implementing sustainable solutions, and enhancing customer satisfaction. My commitment to fostering a culture of continuous improvement has consistently resulted in measurable service improvements and elevated quality outcomes.
Effectively assessed and analyzed credit risk and customer viability, additionally performed quantitative and qualitative analysis for loan applications.
Primarily performed conversion calls and customer retention to provide weekly feedback for the company sales team.