Adil Ghazal

Customer Service Manager with strong communication abilities, leadership skills, and over 13 years of experience in customer service, call centers, banking, and facility management. Skilled in improving service quality, leading teams, resolving customer issues, and ensuring client satisfaction.

Customer Service Manager (Facility Management) at Healthy Home (2024-12 – Present)

Managed and supervised customer service operations ensuring high client satisfaction and service quality compliance.

• Managed and supervised customer service operations ensuring high client satisfaction
• Led, trained, and evaluated a team of customer service agents
• Coordinated with maintenance and operations teams to resolve service issues
• Built and maintained public relations with partner companies
• Supervised tender documentation with sales and technical teams
• Monitored service quality and ensured compliance with contractual standards
• Analyzed feedback and prepared performance reports

Quality Agent at Dubai Islamic Bank (2022-02 – 2023-09)

Monitored and evaluated call quality across customer service teams, assessed agent performance and provided coaching sessions.

• Monitored and evaluated call quality across customer service teams
• Assessed agent performance using predefined scorecards and KPIs
• Identified gaps in communication and service delivery, and recommended improvements
• Provided coaching sessions to enhance customer handling and compliance
• Ensured adherence to bank policies, regulatory standards, and quality protocols
• Prepared weekly and monthly quality reports for management
• Collaborated with training teams to update scripts and communication guidelines

Senior Customer Service Officer at Dubai Islamic Bank (2019-10 – 2022-01)

Managed high volumes of incoming calls, assessed customer needs, generated sales leads and maintained strong customer relationships.

• Managed high volumes of incoming calls and assessed customer needs
• Generated and qualified sales leads
• Maintained strong customer relationships through transparent communication
• Provided accurate banking information and resolved complaints efficiently
• Promoted banking products and opened new accounts following procedures
• Ensured compliance with banking policies and regulatory standards

Customer Service Representative at Road and Transport Authority (2017-07 – 2019-09)

Managed inbound/outbound calls, email, chat, and social media communication for government entities and corporate clients.

• Managed inbound/outbound calls, email, chat, and social media communication
• Provided support to government entities, vendors, and corporate clients
• Handled complaints, journey planning, licensing, and emergency cases
• Updated databases and contributed to training and knowledge management

Team Leader at Strong Motors Company (2014-05 – 2017-03)

Led sales team strategies and supported market expansion through strong client relationships and high-value sales deals.

• Built strong client relationships and closed high-value sales deals
• Led sales team strategies and supported market expansion
• Conducted product presentations and client visits

Sales Representative at Strong Motors Company (2013-04 – 2014-05)

B2B sales representative achieving consistent targets and building client relationships.

• Acted as a B2B sales representative achieving consistent targets
• Built rapport with clients and resolved customer inquiries
• Demonstrated and promoted company products

Diploma – Institute of Technology, Tourism & Hotels (2008 – 2011)