She is the friendly face helping to spread a culture of happiness and positivity far and wide.
With her calm manner, soothing voice and remarkable ability to help customers whatever mood they may be in, Mariam Al Zaabi was already viewed by many as a star employee.
But now, that star is shining brighter than ever after her excellent work was recognised by Sheikh Mohammed bin Rashid. The Prime Minister and Ruler of Dubai selected Ms Al Zaabi and three other unsung heroes for praise after announcing the best and worst government service providers across the country on Saturday.
Employees at the best centres were given two-month salary bonuses as reward for their efforts.
Ms Al Zaabi, a 33 year old mother of two, is director of the customer happiness centre at the Sheikh Zayed Housing Programme in Ras Al Khaimah.
In her 11 years working there, she has dealt with every kind of customer – the angry, the agitated, the rushed and the moody.
"Through it all, I was so keen on providing a positive working environment and happiness for employees," she told The National. "I was keen on providing services with utmost transparency and competency for customers."
The Sheikh Zayed Housing Programme was established in 1999 to provide suitable housing for UAE nationals and their families. It offers vital services such as grants and loans and supports people keen to purchase or improve their homes, with Ms Al Zaabi integral to its efforts. She has picked up awards along the way, including for best head of department and administrative officer – but serving the public continues to be her motivation.
“In life, I firmly believe that we should all work as a team – there is nothing that is impossible or too difficult,” she said.
Ms Al Zaabi is proud of her success in raising the level of happiness in employees and customers. She constantly motivates and praises her employees, fittingly using the inspiring words of Sheikh Mohammed to do so.
She also put forward a proposal to work alongside Emirates Red Crescent to support orphans in the UAE.
It is another way to bring smiles to lives for a woman for whom delivering happiness has become a way of life.
"I am proud to be working for the UAE government, a government that made customer happiness a priority and from my place at the customer service in Ras Al Khaimah, I am renewing my vows that we will do our utmost to see the happiness on our customers' faces," she said.
After she was named as a standard bearer for quality customer service, she received a flood of congratulatory messages on social media.
Sheikh Mohammed also highlighted the strong performances of Mohammed Al Zohoori, of the Traffic Services and Licensing Centre in Ajman, Sara Al Jasmi, of Ajman’s Ministry of Education team and Fatima Al Darmaki of Sharjah’s Wasit Police Station.
Sheikh Mohammed said it was the duty of government authorities to meet the changing demands of residents.
"Providing high-quality services is a flexible and changing goal. People's expectations today are different than they were five or 10 years ago. A successful government adapts and meets changing expectations," he said.
“Our government is dynamic, rapidly changing and adaptive to people’s aspirations. Those who cannot keep up with us may rest away from the government field work.”