Hadeel Abu Omair

Customer Support & Issue Resolution

• Handled customer inquiries via email, phone, and ticketing systems, ensuring timely and professional resolution.
• Diagnosed and resolved technical and operational issues, escalating complex cases to specialized teams when necessary.
• Maintained high levels of customer satisfaction through proactive communication and follow-up.
• Provided customer and operational support for the DARB Toll Gates Project, resolving user issues and managing support tickets efficiently.
• Delivered technical and customer support for the NPCM (National Platform for Controlled Medicines), ensuring compliance and accuracy in ticket resolution.

Operational Coordination

• Monitored daily operations to ensure smooth service delivery and adherence to service level agreements (SLAs).
• Collaborated with internal departments to resolve operational bottlenecks and improve workflow.
• Supported the implementation of process improvements to enhance operational efficiency and customer experience.

Reporting & Documentation

• Prepared regular reports on customer feedback, support metrics, and operational performance for management review.