1. Dina Ghalib Majeed # 055-4426694 Email: dinaghalibm@yahoo.com
Objective: I am seeking a career with an organization which offers both
challenges & opportunities to use my expertise together with my interpersonal
skills.
 WORK EXPERIENCE:
 Officer – Client Services – Dubai Silicon Oasis Authority July 2015 to date
o Work closely with operations & administrator to ensure clients are taken care off &
serviced well on an on-going basis.
o Maintain strong work relationships with clients back office departments.
o Respond to incoming operational queries and ad-hoc requests in a timely and
professional manner.
o Advising walk-in clients regarding the government services processes & time lines.
o Checking government services through portal on MSD CRM.
o Sending relevant documents / forms / price lists etc. to clients via email / hard copy.
o Handing over documents to Client Company authorized personnel after verifying ID.
o Responsible for directing customers to the correct departments as per their enquiry.
o Follow-up with internal government departments regarding processing of services.
o Identify key business challenges & areas for process and client service improvements
on an on-going basis in line with business, market and product developments.
o Take on other regular team administration tasks where necessary.
 Shift in-charge - Customer services – RTA - Dubai Taxi August 2013 – March 2014
o Manage CRM system.
o Independently resolve customer complaints while coordinating with the investigation
section.
o Solving customer service issues.
o Respond to client inquiries and find solutions to client issues.
o Maintaining daily report of cases registered & resolved with an aim of minimum time
frame resolution.
o Monitor fleet taxi trips GPS system & driver trips system with the Dispatcher
department.
o Received appreciation Certificate from Franchising & Enforcement Director
o Also received financial reward from CEO Public Transport Agency (RTA).
o Managed the usage of JD Edwards’s systems to check on the status of cases.
o Collating & distributing tasks to the relevant coordinators.

2.  Quality Analyst - IT department – Elis Pharmaceuticals Ltd. – January 2010 – February 2011
o Analyze business requirements.
o Run/Verify system acceptance test cases as documented in the Test Scenarios &
maintain required reports with corresponding results.
o Conducting Process and Quality related training to guarantee process compliance.
o Test & verify the delivered systems ensuring they meet the customer requirements.
o Brainstorming scenarios to match system acceptance scripts.
o Verify & check the installed system based on the input-processing- output cycles &
match the manually prepared user test cases.
o Conduct training to end users and technical users on the installed systems.
o Verify whether final software meets the customization requirement request.
o Monitor software system & report any new requirements, system bugs etc.
 Administrator - Franchising & Enforcement Department– RTA – Public Transport Agency -
November 2008 – December 2009
o Draft & file all correspondence & follow up too – internal & external.
o Liaise & coordinate with IT department team. Coordinating with other departments
and or agencies to make sure all requirements of new joiner staff are fulfilled.
o Certified in MS project, Customer service, Team Management, Communication skills,
Protocol & Etiquette skills.
o Provide secretarial & business support to Directors.
o Coordinate with all departments, unit heads, supervisory staff etc. with regards to
preparation & execution of weekly meeting agenda.
 Programmer - IT Dept. - Real State Bank – Ministry of Finance January 2003 – August 2007
o Maintenance, formatting & installation of computers, desktops, laptops etc.
o Managed network connection, installation, control to server 2003, and programming
project on visual basic.
o Conducting training for new employees & providing IT support for all systems.
 QUALIFICATION:
o BSc Computer Science - Information System - University of Technology Baghdad –Iraq 2001
– First Class.
o Oracle Data base Administration 10 G - Zabeel Cultural Institute - UAE October 2011.
o Oracle Form & Report Developer 10 G - Zabeel Cultural Institute - UAE January 2011.
o Certificate in English - British council - UAE July 2010.
o Oracle Data Base 10 G- Zabeel Cultural Institute - UAE May 2009.
o C++ language - Zabeel Cultural Institute - UAE December 2008.
o Visual basic language - Baghdad University 2006.
o English language - intermediate level - Saddam University- Baghdad –Iraq - April 2002.
o English language - Advanced level - Saddam University - Baghdad –Iraq – May 2002.
 PERSONAL INFORMATION:
o Driving License - valid UAE
o UAE Sponsorship – Husband’s
o Language proficiency – Arabic, English.