Anas DAHIA
Port Sudan
Summary
Dynamic project leader with extensive experience at IOM, UNICEF and Sudanese family support program, excelling in data analysis, and community engagement. Proven track record in enhancing complaint resolution processes, fostering team collaboration, and implementing process improvements. Skilled in Microsoft Office and adept at problem-solving, ensuring efficient operations and high levels of beneficiaries satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
PROJECT ASSISTANCE CFM
UN IOM SUDAN
Port Sudan
09.2024 - Current
- Receiving and Logging Complaints: Accurately record all complaints and feedback received from beneficiaries, and stakeholders.
- Supporting Investigations: Assist in the investigation of complaints by gathering relevant information and documentation.
- Facilitating Communication: Ensure timely and clear communication with complainants about the status and resolution of their complaints.
- Data Management: Maintain and update the CFM database, ensuring all records are accurate and up to date.
- Reporting: Prepare regular reports on complaints and feedback trends, highlighting key issues, and areas for improvement.
- Community Engagement: Help in sensitizing communities about the CFM, ensuring they understand how to access it, and feel safe doing so.
- Training and Capacity Building: Support training sessions for staff and community members on the CFM processes and standards.
- Compliance and Standards: Ensure that the CFM adheres to relevant standards and guidelines, such as the Core Humanitarian Standard (CHS).
- Continuous Improvement: Assist in reviewing and improving the CFM processes to enhance efficiency and effectiveness.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to beneficiaries when face-to-face or through CFM channels.
COMPLAINTS AND FEEDBACK MECHANISM TEAM LEADER
UNICEF IA CFM
Port Sudan
06.2024 - 09.2024
- Motivated team members through recognition programs and performance-based incentives.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Completed daily quality assurance duties to provide feedback for improvements.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Conducted regular performance reviews to assess individual team member progress.
- Maintained positive working relationship with fellow staff and management.
- Created training materials and conducted group trainings on new processes or procedures.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
COMPLAINTS AND FEEDBACK MECHANISM SPECIALIST
HR Direct (UNICEF OUTSOURCE COMPANY. LTD)
Port Sudan
07.2023 - 05.2024
- Receive community complaints and concerns, and record them in a database.
- Resolve complaints and concerns as appropriate.
- Update complaint information in the database regularly.
- Review complaints regularly, and close them out when appropriate.
- Monitor any resolutions to grievances to ensure that they are implemented.
- Prepare periodic reports on the Complaint Feedback Mechanism.
- Provide information about the CFM to community stakeholders.
- Inform management of concerns and complaints received by the CFM mechanism.
- Work with program UNICE staff to notify community members of activities that may lead to community concerns or complaints before the program undertakes the activities.
- Work with staff tasked with community engagement to understand community issues before, during, and after community engagement.
- Draft and periodically update a CFM manual with operating procedures and an organogram for the feedback mechanism.
- Train pertinent staff on AAP procedures.
- Participated in ongoing training and compliance activities.
- Created training materials for new hires on the company's procedures and policies.
- Organized client meetings to provide project updates.
GRIEVANCE REDRESS MECHANISM
SUDANESE FAMILY SUPPORT PROGRAM UNDER SUPERVISION OF WORLD FOOD PROGRAM
Khartoum
07.2023 - 05.2024
- Forward complaints and feedback not resolved at first contact to the relevant program focal points at AO/FO, or the Protection Associate at AO, or as guided by the supervisor.
- Regularly seek information on WFP activity updates and information in close coordination with the supervisor to be able to respond on the spot to beneficiaries' information requests.
- Ensure that information obtained from a variety of WFP program units on their activities is adequately communicated to callers/users, as requested.
- Adhere to strict WFP personal data protection and privacy protocols.
- Identifying, collecting, sourcing, and organizing data into usable formats.
- Analyzing data to find answers to specific questions.
- Setting up data infrastructure.
- Assessing the quality of data, and removing or cleaning data.
- Managed household errands and other essential duties.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
TELCOM ENGINEER
ELWADY HIGH TECHNOLOGY SOLUTIONS CO.LTD (Huawei)
Khartoum
12.2020 - 12.2021
- Engineering team leader in installing 2G, 3G, and 4G.
- Survey Engineering.
- Drive test engineering for MTN and Zain Sudan project.
- Installed, configured and maintained VoIP solutions such as IP PBXs and gateways.
- Resolved network connectivity issues by troubleshooting LAN and WAN connections.
- Performed regular tests on systems to keep components functional.
- Planned, installed and maintained systems and performed repairs on malfunctioning systems.
- Analyzed system performance, network capacity, and security and capacity.
- Maintained generators and UPS batteries for reserve power in event of power failures.
- Connected wires and cables to terminals and completed necessary paperwork for each work order.
- Provided technical support to customers for their telecom related issues.
HELP DESK
MINISTRY OF MINERALS
Khartoum
02.2019 - 02.2020
- Maintaining and troubleshooting computers, diagnosing, and resolving issues.
- Maintaining, installing, configuring, and monitoring network cabling.
- Responding promptly to service issues and requests.
- Install, configure, modify, and repair computer hardware, software, systems, networks, printers, and scanners.
- Assigned tasks and monitored progress of help desk staff.
- Performed troubleshooting steps when responding to help desk requests from end-users.
- Responded promptly to help desk requests via phone or email within established service level agreements.
- Assisted in developing process improvements, guidelines, and documentation for the help desk services.
- Resolved help desk tickets in a timely manner by diagnosing technical issues remotely or onsite.
- Managed daily operations of the IT Help Desk by responding promptly to requests from staff.
TECHNICAL SUPPORT
LIBERTY STEEL COMPANY. LTD
Khartoum North
01.2020 - 04.2021
- Implement the factory LAN and IP schedule, Internet connectivity, and user access.
- Connectivity service troubleshooting and controlling, NT terminals management, and rack supervision.
- Assist on physical addressing and rack assist and user
- Provided technical support on set when needed.
- Provided technical support to customers during implementation process.
- Provided technical support to speakers during presentations.
- Provided technical support on process optimization initiatives.
Education
MBA - information management system
UNICAF ZAMIBIA University
Online01-2025
B.Sc. honor - telecommunication system engineering
Mashriq University
Khartoum North, Khartoum, Sudan09.2018
Skills
- Data analysis
- Project management
- Team leadership
- Communication
- Problem solving
- Microsoft Word
- Organizational skills
- Planning
- Community engagement
- Data entry
- Team management
- Teamwork and collaboration
- Excellent communication
- Customer service
- Technical support
- MS office
- Problem-solving
- Troubleshooting
- First Aid/CPR
- Knowledge of C#
- Calm under pressure
- Computer skills
- PPE use
- Google drive
- Organization
- Conflict resolution
- Team collaboration
- Project planning
- Process improvement
Personal Information
- Date of Birth: 03/16/96
- Gender: Male
- Nationality: Sudan
Languages
Arabic
First Language
English
Advanced (C1)
C1
Swahili
Intermediate (B1)
B1
Spanish
Beginner
A1
Certification
- Program Design for Children Associated with Armed Forces and Armed Groups (CAAFAG)
- Conflict sensitivity and peacebuilding in Sudan.
- Data Analytics for business professionals
- BSAFE
- Data protection
- Ethics and conduct
- I know `Gender 16
- Information security awareness
- PSEA
- Child Protection
- AAP
- Administration of Computerization and Communication
- Telecommunication and Post Regulatory Authority
- AIR NAVIGATION CENTER (ANC)
Affiliations
- Traveling around the world to see other cultures.
- Playing tennis and football
- Reading. and writing short stories
References
IBTIHAL BABIKER, SFSP, +249911188803
KAMAR ALAMEDDINE, WFP, +2490900907738 WhatsApp
BAKRI ABBAS, MINISTRY OF MINERALS, +249912172262
ALMONTASIER MOHAMED, ELWADY CO.LTD, +249924184251
MOATAZ KHAMIS, SMART FOR SPY CAMERAS, +249917699753
ABDALKHALIQ MOHAMED, LIBERTY STEEL CO.LTD, abdalkhaliq9gmail.com +249902063803
AZZA ELSADIG, UNICEF SUDAN, +249925500051 aabubakerunicef.org
KAMAR ALAMEDDINE, UNICEF SUDAN, +249900730674 kalameddineunicef.org
Tabarak Badawi, Interpower, +971543705100 Tabark.alshikhinterpowersd.com
NIKOLOVA Milena, UN IOM SUDAN, +249123082921 mnikolovaiom.int
ABDELMAHMOUD Nuwar, UN IOM SUDAN, +249912112142 nuabdelmahmoiom.int
Timeline
PROJECT ASSISTANCE CFM
UN IOM SUDAN
09.2024 - Current
COMPLAINTS AND FEEDBACK MECHANISM TEAM LEADER
UNICEF IA CFM
06.2024 - 09.2024
COMPLAINTS AND FEEDBACK MECHANISM SPECIALIST
HR Direct (UNICEF OUTSOURCE COMPANY. LTD)
07.2023 - 05.2024
GRIEVANCE REDRESS MECHANISM
SUDANESE FAMILY SUPPORT PROGRAM UNDER SUPERVISION OF WORLD FOOD PROGRAM
07.2023 - 05.2024
TELCOM ENGINEER
ELWADY HIGH TECHNOLOGY SOLUTIONS CO.LTD (Huawei)
12.2020 - 12.2021
TECHNICAL SUPPORT
LIBERTY STEEL COMPANY. LTD
01.2020 - 04.2021
HELP DESK
MINISTRY OF MINERALS
02.2019 - 02.2020
MBA - information management system
UNICAF ZAMIBIA University
B.Sc. honor - telecommunication system engineering
Mashriq University
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