Amira Al-Yahmadi
Muscat
Summary
Dynamic and results-oriented professional with extensive experience as a Director of the Head of Strategy and Institutional Support Office at the Public Establishment for Industrial Estates. Proven track record in developing and implementing successful strategies to drive sustainable growth and enhance institutional excellence. Proficient in leading cross-functional teams, managing complex projects, and fostering effective communication and collaboration across departments. Adept at leveraging technology to streamline processes and deliver innovative solutions. Committed to delivering exceptional results and exceeding organizational goals
Overview
16
16
years of professional experience
Work History
Director of Head of strategy and institutional support office
Public Establishment for Industrial Estates -Madayn
Muscat
03.2022 - Current
- A government establishment that is responsible for developing and managing prime industrial land in 15 industrial estates including two free zones
- Main deliverables: Developing and implementing successful strategies contributing to sustainable growth and development of the sector and the institution as a whole
- Improving overall sector performance through the development and implementation of training and developmental programs for employees and enhancing work procedures
- Implementing key information technology projects that improve work efficiency and provide innovative technological solutions
- Enhancing institutional excellence through continuous evaluation, performance analysis, and implementing necessary improvements to achieve institutional goals
- Enhancing communication and collaboration among various departments and sections within the sector through effective support and guidance.
Head of Institutional Evaluation Department
Public Establishment for Industrial Estates – Madayn
Muscat
03.2018 - 01.2022
- Lead the Institutional Evaluation Department, overseeing evaluation methodologies and processes
- Develop and implement evaluation frameworks to assess organizational performance
- Analyze data and metrics to identify strengths, weaknesses, and areas for improvement
- Collaborate with stakeholders to develop strategies and action plans to achieve institutional goals
- Monitor and track progress towards objectives, adjusting strategies as needed
- Provide guidance and support to staff members, fostering a culture of continuous improvement
- Communicate evaluation findings and recommendations to senior management and stakeholders
- Ensure compliance with regulatory requirements and best practices in evaluation and performance management.
Head of Investors Services Department
Public Establishment for Industrial Estates - PEIE
Muscat
03.2012 - 12.2018
- Main deliverables: Effectively manage the completion of investors land/Office requisitions and liaise with different functions for ease of process and assure investor satisfaction
- Maintaining a strong database and sustain relationship with investors by organizing and hosting events such as the industrial talk events
- Delivered in-house CRM system with the support of IT department to provide a transparent, effective and efficient process achieved improvement in delivery time from 30 days to 7 days only
- Planned and executed the 5 Star Customer Service Award in 2015 across the 8 industrial estates
- Conducting customer service surveys and creating analysis report with the assist of the statistic department to evaluate investors satisfaction
- Reengineered 24 business processes to match and comply with the new Royal Decree of the Industrial Estates
- Developed a standard operating procedure (SOP) for a quality management system, which improved the quality management of the department operations
- Deliver periodic reports to the Senior Management of the investments status across the 9 industrial estates
- Act as a One-Stop Shop service center with regards to the commercial registration of companies and all related processes.
Frequent Flyer Program Representative
Qatar Airways
Muscat
11.2007 - 06.2011
- The renowned aviation company with more than 150 destinations worldwide
- Main deliverables: Accommodated around 230 daily customer queries via emails, phone calls, fax and web chat
- Managed all the channeled new reservations, changes or cancellations of existing bookings for Frequent Flyer Program members and deducting or adding the corresponding miles in the back-office system
- Awarded for delivering excellent customer service at an international standard.
Education
Bachelor in Business Management -
Majan University College
01.2018
High Diploma in Business Management -
Majan University College
01.2016
Skills
- Communication
- Follow ups
- Problem Solving
- Customer Service
- Sales and Marketing
- Time Management
- Team Facilitation
- MS Office
- CRM
- ERP Oracle
- Ticketing system – Amadeus
- Net file – Archive system
- IFS
Awards Certificates
- 3 Years’ Service Award –Qatar airways
- Appreciation Certificate for Excellent Customer Service Qatar airways.
- Appreciation Letter for positive attitude- Qatar airways.
- Appreciation Letter for being responsible and dedicated - Qatar airways.
- Appreciation Certificate for Excellent Service, Dedication and Commitment - Madayn
Languages
- Arabic, Native
- English, Proficient
References
- Houda Dawood, Call center Operation Manager – Qatar Airways
- Ibtisam Ahmed Al-Farouji, Head of communication and investor service center –Madayn
- Abdulla AlKabi, Head of Strategy and institutional support sector
Hobbies and Interests
- Networking
- Reading
- Sports
- Traveling
Timeline
Director of Head of strategy and institutional support office
Public Establishment for Industrial Estates -Madayn
03.2022 - Current
Head of Institutional Evaluation Department
Public Establishment for Industrial Estates – Madayn
03.2018 - 01.2022
Head of Investors Services Department
Public Establishment for Industrial Estates - PEIE
03.2012 - 12.2018
Frequent Flyer Program Representative
Qatar Airways
11.2007 - 06.2011
Bachelor in Business Management -
Majan University College
High Diploma in Business Management -
Majan University College
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