Fawzi Abdelaal

• After being promoted to Lead Associate, I am now tasked with balancing my Senior Associate duties alongside managing our newly-released AI-powered Chatbot project. The main goal of this project is for the Chatbot to answer all of the applicants' queries and streamline the Department of Health in Abu Dhabi DataFlow process.

• Developed a 68 page long Knowledge Base document for the AI-powered Chatbot project, which covers all of our guidelines and processes.

• Monitoring the performance of our Chatbot by constantly analyzing its Satisfied and Dissatisfied ratings.

• Training the Chatbot by consistently editing and enhancing its Knowledge Base to not only better its understanding of the applicants' various queries, but to also enhance its capacity to process the different ways applicants may word or explain a specific query.

• As a Senior Associate, I am responsible for explaining, assisting and solving all of the concerns the applicant has with their DataFlow report and application.

◦ Working with the Department of Health in Abu Dhabi (DOHAD) to assist medical professionals with obtaining a DataFlow report, which is essential to register or re-register for a Health License in the Department of Health in Abu Dhabi.

◦ Meeting with 100s of walk-in medical professionals per week, in order to assist them with their applications and resolve their concerns.

◦ Working on online tickets and call appointments, with an inflow of over 45 newly created tickets per day.

• Maintained an average of 100% Customer Satisfaction Score when assisting and resolving applicants' online tickets, with over 5000 tickets resolved since I have joined DataFlow.

• Processed over 560 DataFlow Report applications for Walk-in applicants, netting a profit of over AED 550,000 for the fiscal years of 2023/2024 and 2024/2025.

• Working with the Dubai Service Excellence Scheme program (DSES) to evaluate and collect data on the different retail brands that belong to said program, with over 150+ stores visited and surveyed.

• Working with Abu Dhabi Executive Office (ADEO) to conduct a customer experience study on the services that the Government of Abu Dhabi and its entities provide, with over 100+ entities visited and surveyed through various different channels.

• Organizing collected research data into well-structured and detailed reports and surveys.

• Hosted training sessions for up-and-coming Mystery Shoppers.