Dalal Ibrahim Al Raeesi

Working with Integrated Transport Center to manage the marketing, media, communication, and public relations activities. Formulating strategies, policies, directing marketing and media campaigns to promote DoT and ICT image. Key Responsibilities and Achievements: • Formulated and implemented marketing, media, public relations strategies, plans, policies, and monitored production-related activities to promote the ITC/DoT image and reputation. • Led a team to manage daily marketing, media management, and PR initiatives. Directed a wide range of marketing tools like; Social Media Management, Branding, Stationeries, ATL/BTL advertising, etc. • Delivered the crucial nature of strategic marketing and media projects for ITC/DARB and developed a Communication Division Strategy linking it to the overall strategic direction of the DoT. • Enhanced Corporate Identity by highlighting the importance of the DARB project and ITC services. Collaborated with key executives and various teams to present the organization's vision and philosophy. • Managed operational and technical efforts to establish ITC/DARB websites, social media accounts, and production of marketing materials; publications, newsletters, invitations, flyers, press releases, etc. • Organized media and marketing events, programs and handled community engagement activities. Managed responses to reactive and social media inquiries. • Leveraged existing media relationships and cultivated new contacts within business groups, the media industry, and the public to foster brand awareness. • Performed market research and analysis, analyzed the key performance indicators, and presented performance reports for strategic planning and decisions. • Set up an overall marketing and media affairs budget. Invested funds wisely by measuring and reporting the performance of marketing campaigns to achieve objectives.

Joined the Department of Transport to manage the DoT customer care center operation. Spearheaded the setting and implementation of strategies, plans, SOPs, policies, and enhanced operational performance. Key Responsibilities and Achievements: • Directed day-to-day operating and communication activities of the DoT service center. Improved the customer service quality by evaluating, and re-designing the services procedures. • Formulated strategic plans, operational objectives, revenue goals, and partnered with the various teams to formulate and implement DoT services-related procedures. • Implemented tier-one Customer Relationship Management (CRM) system, launched customer care touchpoints outlets, managed E-services and DOT Mobile application project. • Achieved customer service business objectives and targets by interacting with customers, visiting operational areas, benchmarking best practices, and conducting surveys. • Managed the ISO 9001, 10002 certification processes. Established Services Performance Metrics, KPIs dashboards, tracked performance, analyzed results, and implemented necessary changes. • Maximized the customer services system operational performance by providing help desk resources, disseminating advisories, diagnosing system issues, and resolving problems. • Met customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, saving costs, analyzing variances, and initiating corrective actions. • Assessed staffing needs, recruited the right talent, arranged orientation & training programs, set staff key performance goals, handled appraisal and compensation activities. • Maintained close coordination with the audit team to evaluate the risk assessment framework and ensure the compliance of internal controls, procedures, and policies.

Worked with Abu Dhabi Digital Authority as a TAMM Project Director on a secondment basis. Provided strategic guidance in devising project objectives, establishing service centers, and optimizing the operational procedures. Key Responsibilities and Achievements: • Oversaw and contributed to the development, implementation, and maintenance of project objectives, plans, and performance deliverables. • Rebranded and established the unified services centers for Abu Dhabi Government under the TAMM ambitious services delivery program. • Provided strategic and operational insight for the successful development and implementation of TAMM project activities. • Worked closely with the project team to ensure the compliance of the final product with the new concept of TAMM Services Center and project goals.

Started my professional career as a trainee officer and later joined Citi bank as a Banking Officer. Promoted to Head of Banking and played a key role in optimizing the banking operation, sales, marketing, and customer services functions. Key Responsibilities and Achievements: • Led efforts to design business strategies, policies, define individual/branch goals, and develop new deposit and loan accounts standard processes. • Headed daily banking activities, delegated tasks to the operations team, and collaborate with heads of key operational areas to streamline the banking operations. • Cultivated and maintained strong business relationships with various industry players to foster customer portfolios and achieve business objectives. • Monitored the overall financial performance goals; sales, cost, and profitability. Evaluated KPIs dashboards, operational risk indicators, and tracked branch business performance. • Re-engineered business processes to achieve growth, improve customer service quality, reduce operational costs, tighten internal controls, and formulated action plans to minimize the risk and losses. • Increased revenue and profitability by cultivating new relationships and optimizing the potential value and profitability from the existing customer by offering required products, and services. • Offered excellent customer services to individual and business customers by providing financial solutions, managing queries and issues about loans, overdraft facilities, and credit cards. • Ensured the proper compliance of the banking laws, policies, procedures, control systems, code of conduct, and regulatory requirements.