Name: Fatima Muhannad Khaled
Cell : +971 50 1759970 Zero Five Zero- One Seven Five – Nine Nine- Seven Zero
Email: fatima.alhaj_87@hotmail.com
PERSONAL DATA
Date & Place of Birth: 6th
of October- 1987,Kuwait
Nationality: Jordanian.
DrivingLicense: Valid.
Residence Visa: DEWAsponsorship.
EDUCATION
2004-2005- High School Certificate(Scientific Stream).Grade:91.8
2005-2009 - Ajman University for Science and Technology-Ajman-UAE - BSc. In Interior Design
LANGUAGES
Arabic / English Fluent (Reading,Writing,Speakingand Typing)
SKILLS
 Flexible and fast responding to new workplace requirements.
 Being Up-to-date with new technologies.
 Devoted towards my obligations, highly organized & Accurate.
 Active team player, Team-working skills & working under pressure
 Self-improvement and ability to handle new challenges.
 Internet, Microsoft Office, AutoCAD, 3D-CAD, Photoshop, 3DMAX
 The Executive Council Dubai Government’s Unified Complaints And Suggestion Portal System
 “DEWA” Dubai Electricity & Water Authority 2012 - Present
 Job title: Executive-Service Feedback , Customer Relations Department:
 Job Description: Assistant to Vice President - Customer Relations Department, and Customer Relations Department Main
Coordinator
 Tasks:
 Monitor/Screen emails, memos , documents, studies then prioritize and highlight contents, process replies on own
initiative or from (VP-CR) notes and directives, ensure the flow of communication between Customer Relations
department and other Divisions.
 Manage Customer Relations Department Human Affairs Requests on SAPSystem, andManage staff attendance as well
as leaves.
 Submit andproduce allneeded reports ofthe operations andstatistics of Customer Relations Department to MD&CEO
Office.
 Maintain accurate effective electronic recording system ensuring documents are saved in Shared Folder and easily
retrieve.
 Carry out research on special projects as requested by (VP-CR), by planning, coordinating, gathering, compiling and
reporting relevant information.
 Serve as primary contact for Management to gather or convey relevant information on current projects .
 Manage the Vice President to Customer Relations Department calendar, plan for meetings, interviews and events;
agenda and any documents required, venue, including required equipment.
 Recruitment coordination, including creating JDs & JRs, inaddition to maintaining updated JDs for (VP-CR), Office staff.
 Create, design, and publish newsletter emails with regard to Customer relations Department activities and
achievements to all DEWA users, using illustrator and Photoshop programs .

 Initiate & draft correspondences (Memorandums, letters and reports) Interna l & External – English & Arabic.
 Prepare AnnualBudget (Operating/IT…etc)for the sections of Customer Relations Department and Prepare Manpower
Budget with justifications.
 Handling all Audits Observations received related to Customer Relations Department, Coordinate with the concerns,
collect the required information, and prepare a reply to the Auditors.
 Handling Health & Safety Observations received.
 Contribute to the development andselections of training courses to allstaff ofthe Customer Relations Department, by
all available program and training courses within DEWA.
 Office setup (equipment i.e. A3 printer, shredder, Binding machine, hanging files cabinet………….) .
 Preparingproposal documents with regardto different projects and programs for developing services such as, DGEP,
Mystery Shoppers, Dubai Model and ISO Certifications.
 “DEWA” Dubai Electricity & Water Authority 2010 - 2012
 Job title: Executive-Service Effectiveness , Customer Relations Department
 Job Description: Assistant to the Manager- Service Feedback
 Tasks:
Complaints and Suggestions Unit:
 Assistingandfollowingup withComplaints'coordinators inorder resolving complaints within
a periodof (0-3) working days.
 Assisting and following up with suggestions' coordinators in order evaluating the received suggestion within a period
of (0-10) working days and implementing the feasible suggestions on the agreed time frame .
 Train the new users of eComplain and eSuggest system and provide the necessary guidance to ensure the best
utilization of both systems.
 Assist in organizing complaints and suggestions related campaigns and others customer's oriented programs and
scheme.
 Monitor the overall performance of DEWA’s divisions withregards to handling complaints andsuggestions andensure
achieving the targets based on the sat KPIs.
 Submit weekly, monthly, quarterly, semiannually and annually complaints/suggestions reports to management
illustrating the total No. ofcomplaints/suggestionreceivedandindicate allsignificant facts, figures, charts and Initiate
mechanisms to increase the complainants satisfaction level .
 Monitor the customers' satisfaction level quarterly by submitting comparison reports and ensure that the Corrective
&Preventive Actions are well proposedbasedon effective root cause analysis, manage the customers complaints and
suggestion units, and accordingly ensure complying with the Executive Council’s requirements .
 Conduct andattendworkshops organizedbythe Executive Council andDubaieGovernemt inorder to be up to date in
terms of improving the handling process of both complaints and suggestions .
AWARDS AND ACHIEVEMENTS
 2013- A winner of the “ Special Act Award” for achieving the standards of “ ISO10002:2004 for Quality Management-
Customer Satisfaction Guideline for Complaints Handling”
 2013 Awardedfor handling “CustomerServices Health and Safety Week”
 improvedthe process of handlingcomplaints during the past years whichresult in Substantialincrease in the achieved
target of resolving complaints withina periodof (0-7)to 100%
 Challenge to increase the target ofresolvingcomplaints withina periodof (0-3) to 90% andeffectivelyexceededupto 99%.
Required documents will be provided upon request
Zero Five Zero- One Seven Five – Nine Nine- Seven Zero

Dear Sir,
I believe I have over the years developed well-rounded communications skills & learnt to work
under tough circumstances. I consider my ability to work under stress in a multicultural
environment, an asset in today’s fast paced international climate.
Throughout my career, I have always achieved my targets, and utilize my education along with
my work.
My fluency in Arabic and English are a definite plus in regional day-to-day dealings and add to
my efficiency & effectiveness in the workplace.
I trust my qualifications & ambitions will meet the requirements your organization seeks, and
look forward to the possibility of a synergistic & rewarding relationship.
Sincerelyyours,
Fatima Muhannad
Zero five zero/ one sevenfive nine nine sevenzero