SAMER's CV
SAMER ELFATIH ALI MOHAMED
Team Management | CX & Operations Specialist
Profile summary
Dedicated CX and operations specialist with 2 years of GCC experience across 7 organizations, focusing on customer service management, internal audits, and sales operations. Skilled in CRM software, process improvement, and cross-functional collaboration while maintaining compliance with service-level agreements and regulatory standards. Holds a JUMP Supervisor Certification along with Lean Six Sigma Yellow Belt and Call Center Agent credentials. Committed to delivering operational efficiency and high standards of customer engagement.
Career highlights
Customer Service Operations: Manages public inquiries and frontline communications for government property services while maintaining compliance with service level agreements through CRM systems.
Internal Audit and Compliance: Executed internal audits across departments to evaluate compliance and efficiency in alignment with UAE federal regulations and community development goals.
Sales and Customer Engagement: Delivered sales operations as a Sales Executive managing customer relationships, closing transactions, and handling product presentations to secure satisfaction.
Professional Certifications: Holds a JUMP Supervisor Certification completed on the twenty fifth of December, along with Lean Six Sigma Yellow Belt and Call Center Agent credentials.
Key skills
Professional experience
Manages public inquiries and frontline communications for government property services, overseeing relations with residents, landlords, and investors. Coordinates directly with internal legal and administrative divisions to route complex real estate disputes and contract registrations.
- Resolves inbound queries concerning property registration, tenancy contracts, and Ejari services.
- Maintains compliance with service-level agreements by documenting inquiries and escalating cases through CRM systems.
- Delivers a sustained 1-2 percent performance increase quarter over quarter through consistent KPI management.
- Liaises between callers and internal departments to facilitate case handling.
Executed internal audits across departments to evaluate compliance with UAE federal regulations and community development goals. Analyzed financial, operational, and programmatic data to identify performance gaps and operational risks.
- Designed audit frameworks tailored to social welfare programs, ensuring transparency and accountability across ministry initiatives.
- Presented actionable recommendations to senior officials for improved governance and optimized resource allocation.
Executed daily sales operations in Dubai, managing customer relationships and closing transactions while maintaining compliance standards.
- Addressed customer needs with tailored solutions to secure repeat business and expand the customer base.
- Ensured customer experiences matched compliance metrics through consistent quality checks.
- Responds to high-volume inbound queries and routes complex cases through CRM systems.
- Documents incoming inquiries to maintain adherence to established service standards.
- Designed audit frameworks for social welfare programs to maintain transparency across ministry initiatives.
- Presented actionable recommendations to senior officials for improved governance and resource allocation.
- Closed sales deals and expanded the existing customer base through structured product presentations and service demonstrations.
- Addressed specific customer requirements and provided tailored technical solutions to maintain satisfaction levels and encourage repeat business.
Education
Business and Economics
Certifications
Languages
English · Professional
Arabic · Professional