Omnia Ali

Results-driven Customer Service & Sales Specialist with extensive experience in technical support, billing, customer retention, business account management, and driver support. Skilled in diagnosing and resolving technical issues, managing billing inquiries, negotiating customer retention strategies, and optimizing service plans for both individual and corporate clients. Adept at handling B2B accounts, ensuring compliance with regional regulations, and providing tailored solutions to enhance customer satisfaction and business efficiency.

Strong ability to analyze customer needs, improve service retention rates, and drive revenue growth through strategic upselling and personalized support.

Customer Service Officer at Ministry of Human Resources and Emiratisation (2025-01 – Present)

• Provided front-line customer service support to employees and employers regarding labor laws, employment contracts, work permits, and labor complaints in compliance with UAE regulations.
• Processed and reviewed applications related to work permits, contract amendments, cancellations, and labor disputes, ensuring accuracy and regulatory alignment.
• Guided customers through digital service platforms and smart government portals, facilitating efficient submission of transactions and reducing processing time.
• Coordinated with internal departments to resolve complex cases, escalations, and compliance-related inquiries while maintaining service-level agreements (SLAs).
• Educated clients on policy updates, ministerial decisions, and procedural changes to ensure full awareness of rights and obligations under UAE labor law.
• Managed high-volume customer interactions (walk-in, call center, and online channels) while maintaining quality assurance standards and customer satisfaction KPIs.
• Documented case details, updated CRM systems, and maintained accurate records to support reporting, audit, and operational transparency.
• Handled sensitive complaints and dispute cases with professionalism, ensuring neutral conflict resolution and adherence to regulatory frameworks.
• Ensured strict compliance with data protection policies and confidentiality standards in handling employee and employer information.

Technical Support Specialist at INTELCIA (2021-10 – 2022-09)

• Provided comprehensive technical support to customers, resolving issues related to TV services, internet, and landline connections.
• Diagnosed service disruptions, guided customers through troubleshooting steps, and ensured seamless service continuity.
• Assisted customers with device setup and configuration, including modems, routers, and set-top boxes, for optimal service performance.
• Escalated complex technical issues to specialized teams while keeping customers informed of progress

Billing & Subscription Specialist at INTELCIA (2022-09 – 2023-11)

• Assisted customers in understanding their monthly bills, payment breakdowns, and available billing options.
• Provided recommendations for upgrading or downgrading services based on customer needs and budget.
• Resolved billing disputes and discrepancies, ensuring accurate and transparent invoicing.

Business Support Specialist at INTLSIA (2023-11 – 2024-09)

• Managed corporate and institutional accounts, including libraries and commercial businesses, by providing tailored technical and administrative support.
• Offered customized business solutions and pricing plans to meet operational needs.
• Oversaw billing, contracts, and service agreements, ensuring compliance with policies and regulations.
• Coordinated advanced technical support for business accounts, ensuring uninterrupted service and customer satisfaction.

Drivers Care Support Specialist at Sutherland (2024-09 – Present)

• Assisted drivers in understanding their earnings, including bonus structures, mileage-based payments, and time-based compensation
• Explained payment processes based on regional regulations, ensuring clarity on how payments are calculated
• Reviewed and verified required driver documents, approving or rejecting them based on regional compliance criteria.
• Provided technical and procedural guidance to help drivers meet operational requirements and optimize their earnings
• Skilled in voice, chat, and email support, handling multiple live chats efficiently. Strong typing speed, multitasking, and problem-solving abilities to ensure excellent customer service.

Bachelor's in business management – Alexandria university