Esraa Diab

Highly organized and motivated Administrative Professional with over 5 years of progressive experience in office management, human resources coordination, customer service, and education.

Microsoft Office Specialist

Certified, with strong command of business communication, calendar management, and process improvement. Adept at handling multiple responsibilities efficiently, resolving issues proactively, and delivering consistent results in dynamic work environments.

Tele sales Agent at RAYA Company – Etisalat UAE Project (2018-01 – 2022-04)

• Achieved the status of top performer, consistently exceeding KPIs with over 90% performance each month.
• Handled a high volume of customer inquiries and sales calls, providing exceptional service and contributing to overall team goals.
• Developed effective sales strategies that increased customer retention and acquisition.

English Teacher at Al Dana Private Nursery (2022-06 – 2025-05)

• Led process re-engineering across 10 departments, reducing paperwork by 75%.
• Developed educational plans that improved student progress by 30%.
• Managed administrative duties for 4 classrooms with 100% compliance.
• Coordinated with parents and staff, boosting engagement by 40%.
• Designed materials that cut lesson prep time by 20%.

Admin Officer at AlAnamel Art Academy (2019-01 – 2020-02)

• Adapted swiftly to policy changes and workflow modifications, maintaining stable performance under high administrative workloads.
• Managed over 100 incoming calls weekly, routing inquiries and complaints efficiently, which reduced response time by 35%.
• Created templates for memos, reports, and attendance logs, reducing manual entry time by 50%.
• Assisted in organizing 15+ educational and artistic events, enhancing student and parent engagement by 25%.
• Maintained digital and paper records with 100% accuracy and compliance with institutional policies.

Admin Officer at Design Co. – CIB Bank Project (2018-01 – 2019-01)

• Ensuring 100% accuracy in recording key action points and strategic decisions.
• Increased interdepartmental coordination, resulting in a 25% improvement in project execution timelines.
• Enhanced client experience by resolving operational issues promptly, achieving a 95% customer satisfaction rate.
• Supported document flow between site teams and the bank's head office, reducing documentation delays by 40%.
• Contributed to a 10% increase in project revenue by facilitating smoother client communications and team efficiency.

Customer Service Representative at RAYA Company – Etisalat UAE Account (2016-12 – 2017-12)

• Handled over 50 customer inquiries daily via phone and email, resolving 92% on the first call and ensuring high customer retention.
• Boosted customer satisfaction by 20% through empathetic communication and efficient complaint resolution.
• Monitored customer issues using internal CRM systems and followed up on unresolved cases, reducing follow-up complaints by 35%.
• Collaborated with technical and billing departments to provide fast, cross-functional solutions for customer problems.
• Participated in weekly feedback sessions that led to a 15% improvement in service scripts and workflow optimization.

Postgraduate Diploma in Computer Science – Ain Shams University (2019)

Bachelor of Business Administration in Accounting – Ain Shams University (2016)