Talal Alhosani
Abu Dhabi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Head of Customer Happiness position. Ready to help team achieve company goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Head of Customer Happiness
Abu Dhabi Pension Fund
03.2015 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Member in steering committee in the Fund
- Member in CX committee Designee team
- Member in Tamm Digital committee
- Manage all Fund branches AlAin, Sharjah, Abu Dhabi, western region
Sector Account Manager
Abu Dhabi Pension Fund
01.2015 - 01.2017
- Seek improvement & enhancement in all aspects to deliver best service achieving entire satisfaction of customers & stakeholders.
- Review effectively any customers complaints and produce a report to include analysis of the issues giving rise to the complaint and recommendations to prevent reoccurrence
- Work with Quality & Excellence Division to apply quality standards on processes and procedures.
- Review all aspects of management area and to make recommendations for improvement where applicable
- Ensure to provide all services within the target defined in the Services KPI and with high quality (core and support services) for internal user and External.
- understand and communicate the strategy, vision, mission and core values and to align section accordingly
Contact Center Manager
Abu Dhabi Pension Fund
03.2010 - 01.2015
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Head of Operations
Electronic Stock Brokerage Co.
01.2005 - 03.2010
- Introduced innovative technologies to modernize operations, resulting in enhanced productivity and streamlined processes.
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
- Leveraged industry best practices to optimize workflow efficiencies and drive improvements in service delivery timescales.
- Conducted regular performance reviews evaluating team members contributions towards achieving organizational goals.
- Established clear performance metrics and targets, driving continuous improvement in operational effectiveness.
- Developed and executed strategy for business growth, resulting in a significant increase in market share.
- Oversaw budget planning and financial management activities, ensuring fiscal responsibility throughout the organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced operational risks while organizing data to forecast performance trends.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
Military Account Officer
Ministry Of Defiance
01.2002 - 01.2005
- Managed accounts payable and receivable, ensuring prompt payment and accurate recordkeeping.
- Oversaw payroll processing, ensuring employees received timely payments while maintaining compliance with applicable tax laws.
- Inspected account books and recorded transactions.
Education
MBA - Business Administration
Northampton University
United Of Kingdom 03.2020
High Diploma - Finance
Higher Colleges of Technology
Dubai07.2002
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Multitasking Abilities
- Excellent Communication
- Decision-Making
Certification
- Certified Train of Trainer
- Certified Balance Scored Card
- Certified Advanced Process Mapping & Modeling
- Certified EFQM Assessor Quality assurance
- Certified leading Strategic Change
Timeline
Head of Customer Happiness
Abu Dhabi Pension Fund
03.2015 - Current
Sector Account Manager
Abu Dhabi Pension Fund
01.2015 - 01.2017
Contact Center Manager
Abu Dhabi Pension Fund
03.2010 - 01.2015
Head of Operations
Electronic Stock Brokerage Co.
01.2005 - 03.2010
Military Account Officer
Ministry Of Defiance
01.2002 - 01.2005
MBA - Business Administration
Northampton University
High Diploma - Finance
Higher Colleges of Technology
- Certified Train of Trainer
- Certified Balance Scored Card
- Certified Advanced Process Mapping & Modeling
- Certified EFQM Assessor Quality assurance
- Certified leading Strategic Change
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