Curriculum Vitae

IMAD EDDIN JAMALI

P.O. Box 4686 AJMAN, U.A.E.
Tel: 050 – 5973166
E-mail: imadjamali@hotmail.com

PERSONAL DETAILS

• NATIONALITY: Syrian
• PLACE & DATE OF BIRTH: Riyadh, KSA, 12th July 1979
• MARITAL STATUS: Single
• LANGUAGES: Arabic & English; Fluent
• CHARACTERISTICS: Hard Working, Quick Learner, Team Player,
Sociable.
• DRIVING LICENSE: In possession of a Valid U.A.E. Driving
License
• HOBBIES: Basketball, Football, Swimming, Cinema

Qualification Summary
Customer Service Professional with over than Seven years of experience in UAE in the area of
customer service management, service quality, Sales, business process design and
implementation, and customer service center within Multinational Companies

EMPLOYMENT

8th March 2006 – Till date:

Veolia water company, www.veoliawater.com
Ajman U.A.E – Customer Service Manager (Back Office), Ajman Waste water
Project
Veolia Water Company is the world leader in engineering, design and execution of
construction projects for turnkey facilities and water treatment plants.

Job description:
• Plan, organize and control resources for optimal utilization to deliver appropriate
customer service
• Develop long term capacity plans and provide accurate workload predictions for annual
budgeting and planning.
• Develop and maintain departmental budgets and performance goals and ensure the
same is achieved.
• Ensure staff is motivated and conduct performance review for all staff.

• Identify team and individual training needs and develop plans for immediate and long
term performance improvements and oversee the same.
• Conduct performance appraisal for all staff.

• Ensure compliance to process and procedures and ensure that process and procedure
are current and periodically review for any risk related gaps.
• Provide management information and analysis regarding workload, traffic distribution,
service performance.
 Curriculum Vitae
• Managing all the issues related to the plots ( creation ,deletion, splitting, combining)
• Managing field works (dispute properties ,customer complains ,missing information)
• Generate bills for over 100 thousands customers in monthly basis
• Managing bills delivery (hand delivery and post delivery).
• Handel all bills errors in daily basis
• Preparing reports for all bills generated ( total numbers of generated bills & delivered
,etc)
• Managing Bad Debt Recovery Process
• Worked on CC&B software (customer care and billing software )

• Prepare all the configuration, Business process, test scenarios ,acceptance scenarios
for CC&B software for all the issues related to back office department
• Provide daily, weekly and monthly analysis and reporting concerning the work of the
team to enable development of the team through coaching and providing feedback
• Stay current on available technologies and work processes that have potential to
improve customer service.
Training:

1- Veolia Company in Morocco from 1/7/2006 to 8/7/2006:

• Improving Management Skills
• Customer service skills
• Supervision skills

2- Business Objects from 28/8/2006 to 31/8/2006 Received Certificate

• How to create environments in Business objects
• How to run reports by using these environments

3- Supervisions & management Skills from 23/2/2007 to 26/2/2007 by Visionpro

Corporation- Received Certificate
• Improving delegation skills
• Improving management skills
• Improving supervisory skills
• Improving coaching skills

4- Facilitators Developing Workshop from 17/5/2007 to 19/5/2007 Visionpro

Corporation- Received Certificate
• To increase confidence.
• To improve techniques.
• To eliminate common speaking crutches.
• To skillfully handle interruption, distractions and difficult question.
• To increase the clarity and credibility.

5- Attend Customer Marketing Seminar in Veolia Company – France from 19/11/2007

to 23/11/2007 – the topics handled in the seminar are
• What Is Marketing
• Improve our customer service
• Veolia Customer Service Commitments
• Best Practices for Complaint Handling

18th Jan 2003- 8th March 2006:

Thames Water Middle East GMBH, Ajman, U.A.E – Key Account, Data Processing
Supervisor, Ajman Waste water Project.
 Curriculum Vitae
Job description:
• Supervising data processing agents
• Managing customer complaints
• Quality control of data
• Supervising Key Account agents.
• Managing incoming & out going calls
• Handling VIP, VVIP and government of Ajman entities.
• Preparing a weekly report
• Supervising field agents.
• Planning field work areas.

Training:

1. Received 20 days customer service training which includes attending to customers,

telephone etiquette, how to deal with difficult customers, effective communication etc.
by a Customer Service Consultant from UK.
2. Received 7 days training on ACD system (Artisoft TeleVantage 5 Client)
3. Recevied4 days training on fire safety and first aid by Ajman Civil Defence and
received a certificate.

15th April 2001 – 15th Jan 2003

Next, AlShaya Trading, Dubai, U.A.E. – Sales Associate

Job description:

• Providing best Customer Service.

• Handling cash & credit card transactions.
• Stock management – Checking the floor for the required stock on a daily basis and
placing an order from the warehouse.
• Window displays – Displaying the new collection and replacing the items as and when
the new stock arrives.
• Achieves monthly target

Training:

Attended a 4-days internal Customer Service Training Course

Awards:

Received Outstanding Sales Performance Award on 30 June 2002

Received Outstanding Sales Performance Award on 23 July 2002.

EDUCATION

• High School Certificate [1998], Al Kindi High School, Aleppo, Syria

• Business & Administration Degree [2000], Institute of Business & Administration,
Aleppo, Syria
• MCSA Microsoft Certified System Administrator Windows 2000 [2002], ExecuTrain,
Dubai, U.A.E.
• MCSE Microsoft Certified System Engineer Windows 2000, ExecuTrain, Dubai, U.A.E.

Skills:
 Curriculum Vitae
• Microsoft Office
• Supervisions & management Skills
• Business Objects
• Excellent communication skills
• Computer Assembling