Municipality and Planning Department, Ajman - Customer Service Manager of the Year

Company: Municipality and Planning Department, Ajman, United Arab Emirates
Company Description: Municipality and Planning Department - Ajman is concerned to undertake the services of planning & development the infrastructure of city of Ajman.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Yousif Khaled Alnuaimi, the Preemptive Thinker

A customer-centric mind-set that holds degree in public relation and a diploma in customer happiness (Appendix1), and innovation and creativity (Appendix2). And within accelerated pace of 6 years Yousif Khaled Alnuaimi was promoted to customer service manager in 2016. Since then, he implemented vital initiatives that were significant toward our excellence journey. He believes that people matters, therefore, he conducted focus group and benchmarking visits to collect and meet needs. As a result, a new Queuing Management System were installed in the happiness center. And he conducted a series of training sessions to develop comprehensive capabilities for his team in order to ensure service continuity. Moreover, he headed the team that constructed the new service outlet at Ajman Port to organize the export and import activities. Additionally, he was part of the team who established the new e-registration system to migrate all our customers in a unified portal that will later on help in analyzing demographics and behavioral attitude. Also he was a member in the e-transformation team that achieved a 100% transformed services.

Yousif Khaled Alnuaimi is a critical preemptive, strategic and agile thinker, this was vital to establish a robust strategy. Initially, he conducted SWOT and PESTEL analysis without neglect countries directions and strategies. With the best use of customer journeys, surveys, mystery shopper report, service quality KPIs, complaints, focus groups, and awards and standards feedback report. We proudly highlight his significant achievements:

-Established the Business Continuity Plan by analyzing business impact and risk registers.

-Developed an e-platform that concerns with providing the customers with an integrated and complete end-to-end customer experience for all organizational service. Spectacularly, in 20 days, all service was transformed to the e-platform.

-Encouraged, empowered, and trained all customer happiness agents.

-Developed methodologies, policies, procedures, and KPIs.

-Conducted feasibility study for the smart happiness center that employ the use of Kiosks, Chabot, Face-Recognition Cameras, and AI to determine behavioral and demographic data of customers.

-Recognized as the 2020 leader from the crown prince of the state (Appendix3) and the golden medal for government excellence from H.H. the chairman of the organization (Appendix4)

-Developed Employee of the Month Award.

All these achievements were significantly sensed on the organizational performance:

Average waiting time 2021: 2 minutes; 50% improvement Compared to 2020.
Average serving time 2021: 3 minutes; 25% improvement Compared to 2020.
Customer Satisfaction 2020: 95.6%; 4% Improvement Compared to 2020.
% Compliance in Customer Charter 2020: 99%; 2% Improvement Compared 2019.
Complaints Resolution 2020: 99%; 5% Improvement Compared to 2019.

UAE is a young developing country, that intent to be the best place to live in. This could not be happening, if the service federal/local governments or 3rd parties are in a world-class performance. Therefore, coping up with these directions needs to be aligned on individuals' level. Consequently, it needs a fully-dedicated and committed personals that understands these intents and translate them to real applications.

With his technical, interpersonal, and conceptual skills, Yousef puts customers and employees at the heart of his daily activities. He employs all these skills in the exceptional unplanned circumstance of 2019-2020, He was able to reinforce the organizational leading position by the initiatives he implemented and with his continuous improvement mind-set. Yousef has contributed significantly in the transformation journey. He was a key player to transform all service to the e-platform, that had a huge impact at the organizational and social level. The number of transactions continued to increase even during the pandemic precautionary, the customer satisfaction level increased, the operational cost decreased, and employee satisfaction increased. On the other hand, he drove innovation across the department by the implementation of the virtual communication channel. He understood the importance of quality of life, service bundle through the complimentary relationship with partners, the importance of CRM and the latest technologies and innovations in the field. He is also the spokesman that represents the organization in different forums. These all contributed to make a noticeable and impressive improvement in the municipality's performance.