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Government communication and customer relations professional with extensive experience managing complaints, coordination, and high-volume service workflows. Adept at working independently and leading teams effectively under pressure, while maintaining strong follow-up discipline and accurate decision-making. Skilled in customer service excellence, training teams on correct procedures, and coordinating with internal and external stakeholders to resolve issues and achieve performance targets.…Government communication and customer relations professional with extensive experience managing complaints, coordination, and high-volume service workflows. Adept at working independently and leading teams effectively under pressure, while maintaining strong follow-up discipline and accurate decision-making. Skilled in customer service excellence, training teams on correct procedures, and coordinating with internal and external stakeholders to resolve issues and achieve performance targets.

Ibrahim Al Antali

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Government communication and customer relations professional with extensive experience managing complaints, coordination, and high-volume service workflows. Adept at working independently and leading teams effectively under pressure, while maintaining strong follow-up discipline and accurate decision-making. Skilled in customer service excellence, training teams on correct procedures, and coordinating with internal and external stakeholders to resolve issues and achieve performance targets.…Government communication and customer relations professional with extensive experience managing complaints, coordination, and high-volume service workflows. Adept at working independently and leading teams effectively under pressure, while maintaining strong follow-up discipline and accurate decision-making. Skilled in customer service excellence, training teams on correct procedures, and coordinating with internal and external stakeholders to resolve issues and achieve performance targets.

Available to hire

Government communication and customer relations professional with extensive experience managing complaints, coordination, and high-volume service workflows. Adept at working independently and leading teams effectively under pressure, while maintaining strong follow-up discipline and accurate decision-making.

Skilled in customer service excellence, training teams on correct procedures, and coordinating with internal and external stakeholders to resolve issues and achieve performance targets.

Skills

Experience Level

Expert

Expert

Intermediate

Beginner

Language

Arabic

Fluent

English

Advanced

Work Experience

Director of Government Communication Channel at Abu Dhabi Food Control Authority

June 1, 2017 - Present

Managed a government communication channel handling customer suggestions and complaints, coordinating resolutions with approximately 60 employees. Ensured required results in transaction terminations and worked to improve performance through training employees on correct procedures and faster execution. Led adoption and navigation of new technology challenges. Achieved a key teamwork accomplishment by reaching a 7th-place ranking.

Director of Government Communication Channel at Abu Dhabi Food Control Authority

March 1, 2014 - September 30, 2017

Served as manager of a government communication channel overseeing complaints and coordination with around 60 employees to resolve customer suggestions and complaints. Worked to achieve required outcomes related to transaction termination, and trained employees on correct procedures and performance speed. Improved operations by supporting new technology implementation and handling challenges while maintaining service quality.

Patient Service Officer at Sheikh Khalifa Medical City

February 1, 2014 - Present

Processed and entered patient demographic, financial, and insurance data using appropriate codes; assigned medical record numbers and supported eligibility verification for insurance patients. Coordinated with physician offices, utilization review, and other entities to obtain required information and expedite verification/notification. Prepared admissions packets, obtained signatures and copies of ID, provided deposit quotes, collected payments prior to admission, and advised on unpaid accounts. Monitored inpatient outstanding balances including bad debt, secured payment history and financial statements to support account resolution, documented account status in systems to prevent service delays, communicated resolution actions to involved parties, and generated cash receipts ensuring accurate daily accounting.

Customer Relations Officer at Abu Dhabi

February 1, 2014 - July 31, 2017

Handled inbound customer communication by answering and transferring calls to appropriate parties and recording requests. Participated in team efforts as needed and collaborated with other team members to ensure smooth execution of work.

Executive Sales Representative at Etisalat

February 1, 2009 - February 28, 2014

Performed in challenging roles within qualification and experience scope. Managed difficult customer situations by considering customer needs and remaining effective under pressure. Achieved high sales targets using flexible and modified approaches, maintained strong attention to customer needs and satisfaction, and developed teamwork practices.

Cashier Customer Service at Abu Dhabi

February 1, 2004 - September 30, 2009

Handled accounts receivable collections and follow-up for unpaid invoices, matched collections to receipts, and ensured facility revenue balances matched bank statements monthly. Prepared and input client invoices, deposited and recorded cash receipts, and reconciled inter-company clearing transactions. Reviewed invoices to ensure payment documents were completed, maintained accounts receivable/billing/claims records, ensured correctness of revenue reclassification, and resubmitted rejected or unpaid claims with provided reasons where applicable.

Customer Support Executive at Etisalat

January 1, 2004 - July 31, 2009

Received customer suggestions and complaints via social media channels. Provided customer service aligned with best standards to help customers reach their goals and drive resolution using trustworthy methods.