Customer Service Social Media
Resume:
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Leena Hassan
Custom Service Specialists
Abu Dhabi, Saadiyat Island
*****-*@*******.***
https://www.linkedin.com/in/leena-h-
366806121
Personable Customer Relations Coordinator applying 8 years of dedicated customer relations experience to add value to any healthcare organization team. Focused and service-oriented with an aptitude for leadership and team development. With extensive experience in CRM solutions. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Specialize in quality, complaint management, and speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and the psychology of healthcare management as a whole.
Skills
Microsoft Dynamics (CRM 360)
Excellent
Content management
Very Good
Complaint management
Excellent
Public Relations
Very Good
Process Improvement
Good
Change management
Very Good
Customer Experience Improvement
Excellent
Staff training and development
Excellent
Savvy negotiator
Excellent
Languages
English: Fluent
Arabic: Fluent
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Career History
Contact Center Coordinator - CRM
Mediclinic Middle East, Dubai + Abu Dhabi
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Maintained highest level of customer satisfaction across units by mentoring and motivating team members to deliver exceptional performance.
• Followed-through on all critical inter-departmental escalations to increase patient's retention rates.
• Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Managed total department call volume of 3,000 per day and coordinated department schedules to maximize coverage during peak hours.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Conducted training and change management processes to improve operations and to foster customer retention.
• Presented metric reporting and reviews to contact center supervisor outlining team performance against benchmarks.
• Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
• Oversaw call-monitoring, coaching, performance and corrective action for all team members.
Contact Center Agent
Mediclinic Middle East, Dubai + Abu Dhabi
• Attending phone calls, booking appointment and addressing patient's inquiries and directing them to the right division, clinic.
• Evaluated patient's information to explore issues, develop potential solutions and maintain high-quality service.
• Adhered to department's policies and scripts to consistently achieve call-time and quality standards.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Learned and maintained in-depth understanding of service's information, providing knowledgeable responses to diverse patient's questions.
Relations Officer
Arab Euro Home Nursing Services, Abu Dhabi
• Receive patient inquiries, manage pipeline for all departments and helped fasten service providing flow.
2019-08 - Current
2018-07 - 2019-07
2015-09 - 2017-08
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• Collect and disburse funds from cash accounts. Liaised with vendors, contractors and professional services personnel to ensure proper processing of orders in alignment with needs and specifications of management.
• Answered questions and addressed, resolved or escalated issues to management personnel to satisfy and meet expectations.
• Reviewed and analyzed patient support usage and formulated recommendations in collaboration with other clinical team members.
• Supported clinical team in mining and analyzing patient's data to identify and plan for expansion and additional services providing agendas.
Marketing Assistant
First Medical Center, Abu Dhabi,
• Works under the quality manager to help reach the centers marketing and quality goals and objectives.
• Organizes and plans the production of all major marketing materials by working closely with printers, sponsors, web developers and other involved parties.
• Helps maintain excellent client relationships through superior customer service skills.
• Modernized web pages and updated social media presence as part of comprehensive strategies to enhance customer engagement.
• Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
Administrative Assistant
Spark General Services, Abu Dhabi, Al Reem Island
• Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
• Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors.
• Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
• Coached new employees on administrative procedures, company policies and performance standards.
• Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation. Education
Advanced Diploma: Advanced Diploma in Public
Relation - Level 5
CPD Institute - UK
Course Outcomes:
• Evaluate the organization's needs in order to design, implement and 2014-09 - 2015-08
2012-07 – 2014-07
2019-12 - Current
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manage a PR strategy for projects, campaigns and overall organizational communication strategies.
• Develop the right skills to become a story teller to engage stakeholders and empower teams within which I work and is part of.
• Comply with and support others to work in accordance with relevant professional association and industry codes of ethics, public relations professional standards and practices, and legal obligations, protocols and policies.
• Select strategies and tools to build and manage relationships to support public relations activities, organizational objectives and career development.
High School Diploma
Government High School - Abu Dhabi
• Graduated with 3.5 GPA
Additional Information
• Available upon request
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2010-09 - 2016-06
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