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Nedhal Shaheen

Address: Kuwait Tel: +965-****-**** Email: adbg6j@r.postjobfree.com

Overview

A seasoned professional in the field of Customer Service, with more than 24 years of extensive experience with an excellent track record in restructuring and strategy implementation.

I have wide-ranging experience from managing departments to managing my individual projects. I am currently seeking an even more challenging career path in an organization that will give me the opportunity to both implement my experience as well as to develop myself.

Professional Experience

Administration Manager

Hadi Clinic Kuwait

May 2016 – Oct 2019

Member of 4 Hospital committees

Participated in the creation and implementation of the organizational strategic plan

Developed a Balanced Score Card for the departmental and organizational levels

Managed the overall operations for both Inpatient processes and Outpatient Processes

Managed the Customer Service employees and call center employees while ensuring high levels of service quality

Oversaw the setting of employee schedules and leave plans

Monitored employees' performance and developed training plans were needed

Handled patient complaints ensuring that patients leave the hospital satisfied

Managed patient suggestions and discussed them with management when required

Responsible of all transportation in and outside the hospital

Created an authority matrix within the department including a list of duties & responsibilities

Restricted the customer service department and created new procedures and workflows

Implemented a new HIMS through the customer service units

Responsibility of all management issues and incidents that may occur outside of working hours

Conducted manpower planning and resource allocation within the department

Partook in interviewing and selecting candidates Page 2 of 6

Created and implemented a new patients satisfaction procedure for both in-patient and out-patient units

Planned & developed a salary scheme for new recruits within the department

Oversaw all F&B activities, food preparation for patients, room service and food preparation for employees

Managed the relationships with VIP customers, such as the governmental sector and dealt with challenges they faced within the hospital to ensure their satisfaction.

Coordinated with support departments, such as IT, HR and marketing

Acted as an Assistant General Manager

Assistant General Manager / Operations & Sales Manager Majesty Group Kuwait

July 2012 – April 2016

Responsible for the overall management of a Digital marketing company

Monitored overall customer satisfaction and managed customer complaints

Developed relationships and maintained communication with clients

Analyzed operations and sales performance and provided feedback, guidance, training & encouragement in order to impact results

Developed and implemented operational procedures and marketing channels

Represented the company is sales pitches for important clients

Responsible for developing and maintaining operations and sales strategies

Responsible for the company CRM to insure international standards are implemented

Created a new links of business

Managed the IT department

Acting assistant general manager

Assistant General Manager / Operations & Marketing Manager Front Liners Co. Kuwait

August 2009 – January 2012

Responsible for the overall management of a Contact Center outsourcing company

Responsible for all operational issues and insuring international standards are implemented

Responsible for the overall performance of both manpower and projects

Monitored overall customer satisfaction and managed customer complaints

Developed relationships and maintained communication with clients, vendors and end users

Analyzed contact centre performance and provided feedback, guidance, training & encouragement in order to impact results

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Developed and implemented operational procedures and marketing channels

Conducted training for all call centre employees (agents, shift leaders, Team Leaders, Supervisors) as well as sales and marketing employees

Represented the company is sales pitches for important clients

Responsible for developing and maintaining and new revenue channels Assistant General Manager / Operations & Marketing Manager Global Connections International Co. (Telephony) Kuwait March 2008 – July 2009

Overall management of the contract center outsourcing business

Established the full structure of the Contact Centre

Developed the manpower through recruitment and training

Created and implemented a full-fledged strategy to cover both marketing and operations

Lead the management team and reported directly to the CEO

Successfully represented the company in several exhibitions and events

Introduced the CRM Consultancy services into the Kuwait market Front Office & Patient Services Manager

Taiba Hospital Kuwait

October 2006 – January 2008

Managed all activities related to the main reception and the clinic secretaries, medical records, rooms service, call center, housekeeping and F&B

Handled the admission and discharge offices

Restructured the department and updated job descriptions and workflows

Handled recruitment of new joiners to the department

Oversaw the preparation of employee schedules and leave plans

Monitored the performance of employees and introduced training and remedial action where needed

Monitored the performance of the various clinics within the hospital

Managed patient complaints and strived to achieve customer satisfaction

Responsibility of all the management issues after working hours

24 hrs on call for all emergency cases, such as: death, ambulance and outdoor transportation requirements

Handled all activities related to Public Relations

Partook in the preparations and opening of Taiba Specialized Clinics in Farwaniya

Partook in the preparations & opening of the Specialized ER in the hospital Page 4 of 6

Operations Manager

Daleel International Company Kuwait

June 2005 – November 2006

Managed two call center projects for two separate companies

Led the complete operations of the projects

Studied all client requirements

Handled development Studies

Managed the entire recruitment requirements for the project

Conducted manpower allocation as needed

Developed employees schedules

Conducted team training on contact center required skills

Monitored all the performance criteria

Handled long term projects locally and remotely

Sales & Marketing Manager

Hind Alsanea Establishment Kuwait

May 2003 – May 2005

Conducted an overall review of the salary scale and grading system

Created a matrix of authority and responsibility for the department

Acted as a PR manager when required

Represented the company to clientele in Germany

Setup a marketing plan for distributing the product throughout Kuwait

Promoted the product in Kuwait & Middle East

Lead the team responsible for advertising in order to promote new products (filters)

Took the lead in conducting research for research for new agencies & overseas contracts

IT Manager

Prepaid Online Company Kuwait

December 2001 – January 2003

Built a complete Customer Support Department, including call center, customer care, as well as technical troubleshooting

Took the lead in planning the introduction of new products into the market (mobiles

&prepaid vouchers)

Conducted an overall review of all staff grades and salaries schemes

Built and implemented a new chart of tasks and responsibilities

Developed a new strategy for the sales and marketing team

Built a new internal LAN solution

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Installed needed servers (NT &Linux) to communicate with South Africa &Venezuela Executive Manager

Delmon International Group Kuwait

February 1997 – July 1999

Managed different company projects

Day to day management of staff

Managed the Sales & Marketing operations

Organized exhibitions and managing Public Relations Sales & Marketing Manager

Hunters Advertising Company Kuwait

June 1995 – June 1997

Exhibition & public relations management

Sales and marketing management

Responsible for the development of Marketing Plans Responsible Call Center Supervisor

Gulf net international (KEMS) Kuwait

June 1996 – May 2003

Supervised all customer support activities

Worked on Customer Support development studies

Responsible for Manpower allocation, shifts and schedules

Responsible for the Work shop & field Eng.

Managed the Training Center

Insured that equipment maintenance was done in a periodic and systematic manner for the engineering department, as well as the sales and marketing Departments

Monitored performance criteria

Training Center Organizer

Zajil KEMS) Kuwait

June 1997 – May 2003

Training Center Management

Organized all schedules and curricula

Ensured that the courses were provided on time, ended on time and ensured overall customer satisfaction

Developed curricula and exams based on the course / subject requirements Page 6 of 6

Own Projects

CRM Consultant

I worked as an independent consultant with several organizations to create Customer Relations Management Solutions. My Kuwait clients were located in Saudi Arabia and Bahrain.

Education

Jan 1995 Diploma - Computing The gulf academy Bahrain July 1991 Diploma - English language Sybiosis college India May 1990 High School Diploma Secondary general school Bahrain Languages

Arabic Fluent (mother tongue)

English Fluent

Professional Memberships

Contact Center Community (Belgium)

Personal Information

DOB: 20 June, 1973

Gender: Male

Nationality: Bahraini

Marital Status: Married

References will be furnished upon request

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