WAFA ADEN MOUSA ADEN

Administrative Support | Customer Service | Contact Centre

Profile summary

Career highlights

Key skills

Professional experience

Managed daily administrative operations and coordinated cross-functional workflows to support customer service and contact centre operations. Maintained accurate records, managed document archiving and filing systems, ensured regulatory compliance, and facilitated communication between internal departments and external stakeholders to support day-to-day operations.

• •Improved digital archiving system efficiency, reducing document retrieval time by 20%.
• •Managed over 1,000 financial records in compliance with regulatory standards.
• •Registered and verified identities for more than 100 daily visitors daily using the Visitor Management System (VMS).
• •Aligned front desk operations and kept accurate visitor logs and records.
• •Provided administrative, customer service, and contact center support to 15+ departments to maintain daily operations and resolve customer inquiries.
• •Managed communication across customers, internal departments, and external stakeholders to maintain response timelines and service standards.
• •Supported end-to-end administrative operations including document processing, filing, scheduling, and workflow coordination.
• •Managed 500+ monthly administrative documents and official correspondence, while coordinating document archiving across multiple departments to maintain daily operational workflows.

Coordinated administrative workflows, front desk operations, and contact center support within a regulated financial environment. Assisted clients with licensing documentation and responded to customer inquiries. Managed document archiving and records while collaborating with internal departments to maintain compliance with regulatory standards.

• •Digitized over 5,000 regulatory documents to improve accessibility and compliance.
• •Processed more than 100 licensing applications quarterly with high accuracy and efficiency.
• •Assisted over 500 clients with documentation requirements, regulatory procedures, and service inquiries.
• •Managed front desk, customer service, and contact center operations by responding to inquiries and coordinating with internal departments to facilitate timely issue resolution.
• •Coordinated scheduling, administrative workflows, and document management to maintain office operations.
• •Managed physical and electronic filing systems to ensure adherence to compliance standards.

Managed administrative operations for senior management and licensing divisions. Coordinated internal communication workflows and regulatory documentation processes to maintain organizational standards.

• •Delivered administrative support to senior management and licensing teams.
• •Managed over 100 licensing applications and regulatory documents each month, ensuring adherence to organizational policies.
• •Coordinated, reviewed, and prioritized departmental emails for senior management, drafted responses, and managed follow-up schedules to ensure timely correspondence.
• •Managed internal and external email communications by distributing tasks and operational updates to employees and relevant departments.
• •Coordinated meetings, reports, and official correspondence, which increased internal communication efficiency by 25%.
• •Facilitated interdepartmental communication and document exchange to maintain administrative and licensing operations.
• •Supported the resolution of insurance company licensing inquiries and administrative issues by coordinating with relevant stakeholders.
• •Managed confidential records and departmental databases to maintain accurate documentation and enable information retrieval.
• •Managed daily office operations, prepared reports, and facilitated stakeholder communications to maintain departmental workflows and service delivery.
• •Prepared and distributed corporate greetings and seasonal communications for clients and insurance companies to maintain professional relationships.
• •Coordinated innovation-related activities and monitored idea submissions to support innovation initiatives.

Coordinated internal audit documentation workflows and records management systems. Managed the maintenance of case files across multiple departments to ensure adherence to compliance standards and internal reporting protocols.

• •Managed 1,000+ audit files to ensure adherence to established audit procedures.
• •Executed data entry and maintained records for 500 audit cases.
• •Built Excel-based tracking reports to monitor audit documentation and records.
• •Supported document retrieval, filing, and records management processes to maintain accurate organization and information accessibility.
• •Processed and recorded parking violations in internal systems to maintain data accuracy and compliance with organizational policies.

Education

Literary Stream

Computer Science

Certifications

Languages