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Current Experience

  • Contact Center supervisor Dubai - United Arab Emirates
    Since January 2011

              Primary responsibilities as Senior Supervisor

    • Serves customers by planning and implementing call center strategies and operations
    • improving systems and processes
    • managing staff



    Projects Covered


    • Dubai Public Prosecution
    • SAAED Traffic Systems
    • General Civil Aviation Authority
    • Emirates Vehicle Gate
    • Consumer Rights
    • Dubai International Financial Center
    • Global Village
    • Khalifa Funds
    • Dubai Duty Free Tennis Championships




    • managing the daily running of the call centre;
    • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
    • maintaining up-to-date knowledge of industry developments and involvement in networks;
    • monitoring random calls to improve quality, minimize errors and track operative performance;
    • coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
    • reviewing the performance of staff, identifying training needs and planning training sessions;
    • recording statistics, user rates and the performance levels of the centre and preparing reports;
    • handling the most complex customer complaints or enquiries;
    • organizing staffing, including shift patterns and the number of staff required to meet demand;
    • coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
    • forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
    • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.

Past Experience

  • Manager Dubai - United Arab Emirates
    January 2007 --- January 2011

    Primary responsibilities as Manager


    • Managed daily operations
    • Maintaining positive demeanor towards all customers and cliental
    • Supervising


    • In charge of organizing, executing and managing daily business activities
    • Expert in developing successful business and tactical plans
    • Worked out the human and material resources needed
    • Monitored product standards and implemented quality-control programs
    • Implementation of a strategic long term business plan that immediately impacted the company’s bottom line
    • Being responsible for the selection and maintenance of equipment
    • Ensured that health and safety guidelines are followed
    • Introduced groundbreaking concept that led to growth of 150% in sales
    • Conducted extensive market research to improve competitive performance and increase sales
    • Tracked & measured the success of marketing campaigns and then made required changes to increase efficiency and effectiveness.
    • Collaborative relationship-builder who brings together diverse group of individuals to achieve organizational goal

  • Production Manager Dubai - United Arab Emirates
    January 2002 --- January 2007

    Primary Responsibilities as Production Manager:


    • Ensured goods and services were produced efficiently
    • Provided training to new and existing employees
    • Managed Weekly Inventory
    • Overseeing the production process and drew up a production schedule
    • Estimated costs and set quality standards


    • Planned, organized and directed the manufacturing and maintenance operations which ensure the most effective return on assets
    • Supervised and motivated a team of workers
    • Made sure that products are produced on time and are of good quality
    • Identified training needs
    • Worked with managers to implement the company's policies and goals
    • Reviewed the performance of subordinates
    • Responsible for handling and delegating the weekly merchandise inventory
    • Entrusted with merchandize selection
    • Proven ability to mentor and motivate other members of staff.
    • Actively contributed and exhibited creativity on a number of occasions.
    • Communicating among different departments, e.g. suppliers, managers


Self Assessment :
Microsoft ExcelMicrosoft Officepeople managementPowerPointProgrammingProblem-solving methods and troubleshootingTrainingTime ManagementTeam LeadershipStrategic Planning

Skills and Expertise

Self Assessment :
Train on site staffSolve problemsReport technical problemsQuality control processHandle callsAdjust processes and methodsCommunicate with sponsor


  • High School in Computer Programmer from Salman Farsi in 2000

Training and Certification

  • Ms-Office in 2001 Certification


BrightOwl Assessment:
Self Assessment:
Full Proficiency
Full Proficiency

Work Preferences

  • Notice Period:
    1 week
  • Positions I am interested in:
    Customer Service Manager Manager Production Manager
  • Work From Home:
  • Work Regime:
    Permanent position
  • International:

Area / Region

Dubai - United Arab Emirates


Driving License
  • Yes