Customer Service Assistant

Manal Ahmed

[Izghawah – Al Gharafah, Doha, Qatar]

[Mobile: (974-******** [E-mail: ***************@****.***]

Personal Profile:

I‘m Seeking the Opportunity to obtain efficiency and excellent work ethic within any challenging position in which my education / work experience, skills and potentials can be utilized and offer a strong contribution, in a clinic/office/Organizations that uses team approach to provide a good quality customer care. Key strengths include:

Excellent interpersonal skills, Open-Minded and Work well within a team

Self-starter and Manages to deadline

Problem solving and Decision making

Interested in a short / long term career

Career History:

APEX Business Solutions / DOMASCO – Doha Marketing Services Company W.L.L. (HONDA, VOLVO, GAC, PROTON)

2017/07/15 – Present Call Center Agent

Manage large amounts of inbound and outbound calls in a timely manner, using CONVOX System.

Follow communication “scripts” when handling different topics.

Be a liaison between customers and the service department.

Approaches, greets and offers assistance to any customer.

Provide basic information to callers who have general inquires.

Provides electronic and phone customer service assistance.

Assist in scheduling service appointments.

Identify and escalate issues to management.

Make telesales calls for marketing purposes for any ongoing promotions.

Using the Internet/CRM/BDC/SAP software to manage and maintain customer inquiry flow, updating customer files and closely tracking customer interest.

Ensures Service Department targets are met or exceeded.

In charge in the evening shift, to maintain the work flow of the agents, managing calls, resetting files and submitting reports to the supervisor.

Complete other duties as assigned.

Hamad Medical Corporation – Rumailah Hospital – Pediatric Section:

2014/03/28 to 2015/09/22 Dental Customer Service Lead

Act as an advocate for the patients.

Coordinate, interpret and act upon the assessment of the patient’s clinical and psychological needs.

Facilitate inter professional, hospital-wide and cross sector liaison between clinicians in hospital and primary health care to ensure continuity of care for the patients.

Educate or answer any patients queries related to triage, appointment time frames, or doctor’s decision.

Act as a link between the doctor and the patient for any clinical information.

Able to guide junior nursing and medical staff.

2012/01/18 to 2014/03/27 Dental Assistant

Prepare treatment room, patient, instrument and materials.

Work in dental surgery in day care operating room.

Teaching patient oral hygiene instruction to maintain oral health.

Give oral care instructions to the patients following any dental treatment or surgery.

Performing office administration tasks related to dental work.

Keep patients records and communicate with suppliers to maintain clinic supplies.

College of the North Atlantic-Qatar:

2010/06/01 to 2010/06/26 Research Assistant/Survey Delivery – Duhail Campus

Deliver and Explain Survey to Students.

2008/01/13 to 2008/04/30 Student Assistant/Campus Life Committee - Rayyan Campus

Prepare, Edit and Deliver Survey: Surveyed Students’ Activities and Interests.

Writing Meeting Minutes, Emails and Perform Administration Tasks.

Volunteer Experience:

2008/04/21 to 2008/04/24 Al Jazeera Documentary Film Festival, Sheraton Hotel, Doha, Qatar

Distribute Brochures, Magazines and Give Information about the Festival.

Participate in the Opening and Closing of the Festival.

Introduce and represent Actors and Directors during Press Conferences and Film Premier.

Educational Attainment:

College of the North Atlantic-Qatar, Duhail Campus: (Scholarship – Sponsored by Hamad Medical Corporation)

2009/01/06 to 2011/06/23 Diploma Dental Assisting Level II Program GPA- 3.976

2007/08/26 to 2008/06/26 Certificate Pre-Nursing Program GPA – 3,775

Al Ghuwairiya School for Girls:

2003 to 2006 Certificate General Secondary Education (Grade 12, Literary Section: Mathematic & Science) Grade- 87

Accreditation Licenses and Special Trainings:

World of WOW

2015/06/02 Hospitality and Communication Skills

Hamad International Training Center - HMC

2012/09/07 Immediate Life Support

Quality Management Department/Infection Prevention &Control Program – HMC

2012/07/05 Infection Control

Hamad International Training Center - HMC

2012/06/05 Pediatric Life Support

Department of Pediatrics – HMC

2012/05/31 Pediatric Sedation and Analgesia (PSA)

Occupational Health and Safety Department – HMC

2012/04/26, 2012/02/16 Hazardous Materials and Waste Management

2012/02/16, 2012/02/09 Fire Safety

Al Jazeera Education Center

2010/07/08 to 2010/08/01 Executive Secretariat Certificate

Canadian Red Cross

2010/04/01 Oxygen Administration Certificate

2010/03/18 Standard First Aid/ CPR/ AED - HCP Certificate

2008/03/17 St. John Ambulance

Standard First Aid/ CPR A Certificate

Awards Received:

Joint Commission International (JCI) – HMC

2012/04/30 JCI Accreditation

Hamad Education Center - HMC

2012/02/23 Corporate Orientation

Rumailah Hospital-Department of Dentistry

2011/05/08 Dental Assistant Trainee Certificate [Dr. Valentina Farran]

2011/04/28 Dental Assistant Trainee Certificate [Dr. Mary Thomas]

2011/03/27 Letter of Appreciation in the GCC Oral Health Week [Head Nurse Amal Nasser]

College of the North Atlantic-Qatar

2011/03/27 Certificate of Participation in the GCC Oral Health Week

2010/11/08 Member of Honor Society 2010 in recognition of Academic Excellence

2010/06/17 Certificate of Participation in the Community Oral Health Presentation

2010/03/23, 2009/04/07 Certificate of Participation in the Dental Table Clinics

University of Calgary-Qatar

2008/09/23 Certificate of Participation in the Ramadan Writing Competition

Additional Information / Training:

Computer Proficiency:

Obtained through College, Secretarial Course and High School [Microsoft Office Excel, Word and Power Point].

Competent and timely use of email and other communication systems.

Soft Skills and Fine Tuning Session:

2018/10/25 Telephonic Skills

Telephonic Etiquette

English Proficiency:

2008/11/15 IELTS International English Language Testing System Band Score 6.5

2008/06/01 CAEL Canadian Academic for English Language Band Score 40

Languages: Arabic- English- Filipino (Visayan) / (Tagalog)

Personal Data:

Nationality: Filipino / Egyptian (Dual Passport)

Place/Date of Birth: Doha, Qatar - 1988/08/15

Visa Type: Family

References: Further references are available upon request.

Contact this candidate