EIMAN's CV

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EIMAN MOHAMED ALI SAQER ALHOSANI

Customer Experience and Quality Assurance Specialist with over 7 years of experience across government services in Abu Dhabi. Experienced in driving quality governance, enhancing service performance, and improving customer experience through data-driven analysis and cross-entity collaboration. Proven ability to identify service gaps, optimise processes, and support continuous improvement initiatives.

Profile summary

: 14 years of experience across 4

Career highlights

Quality Assurance & Standards: Builds structured case resolution standards and overarching quality frameworks at DGE to align cross-entity outputs and eliminate recurring service bottlenecks.

Process & Workflow Optimization: Restructured violation management workflows and administrative protocols across 4 progressive roles to eliminate operational delays and strengthen compliance.

Capability Development: Executed specialized training programs across municipal inspection teams to accelerate digital system adoption and elevate core field capabilities.

Customer Experience Analysis: Evaluates entity response trends and closes knowledge management gaps to improve service efficiency and overall customer satisfaction across government entities.

Key skills

TechnicalDigital Systems & Platforms (TAMM, MIMMS, CRM)
ProfessionalQuality Assurance & Governance Customer Experience Optimization Performance Analysis & Service Improvement Process Improvement & Operational Efficiency Stakeholder Coordination & Cross-Entity Collaboration Knowledge Management & Content Optimization Risk Identification & Issue Analysis Training & Capability Development Problem Solving & Analytical Thinking Communication & Stakeholder Engagement Quality Assurance Operational Efficiency Compliance Management Administrative Operations Smart Inspector System TAMM Platform CRM Systems Data Accuracy Protocols

Professional experience

Quality Assurance Specialist – TAMM Care DivisionJan 2023 - Present
Department of Government Enablement (DGE)Abu Dhabi

Steers quality governance and service excellence across customer case resolutions for the care division, overseeing entity compliance with communication protocols and institutional standards.

  • Identifies recurring service bottlenecks and leads targeted improvement initiatives across participating government entities.
  • Builds structured case resolution standards and contributes to overarching quality frameworks to align cross-entity outputs.
  • Strengthens knowledge management systems by detecting and closing content gaps.
  • Evaluates entity response trends and service performance to elevate overall customer experience.
  • Coordinates with cross-functional stakeholders to increase service efficiency and resolution rigor.
Inspection & Control Specialist (Super User)Jan 2015 - Jan 2022
Abu Dhabi Municipality (ADM)Abu Dhabi

Architected operational standards for municipal inspection functions, directing Smart Inspector system governance and coordinating alignment between field inspection teams and external regulatory authorities to maintain compliance.

  • Restructured violation management and field inspection workflows through targeted procedural adjustments to strengthen municipal enforcement across operations.
  • Executed specialized training programs across inspection teams to accelerate system adoption and upgrade core inspector field capabilities.
Administrative OfficerJan 2010 - Jan 2013
American Company for Business Management

Governed administrative operations and corporate alignment across departments to establish clear internal communication standards and organizational consistency.

  • Standardized corporate coordination protocols and administrative routines to sustain seamless daily business execution.
  • Structured centralized documentation systems and reporting channels, maintaining consistent information flow across teams.

Education

Bachelor of Business in Accounting (In Progress)
HBMS University, Dubai, UAE