LOCATION:

NATIONALITY: RESIDENTIAL

STATUS: EMAIL:

EMAIL ADRESS:

CONTACT NUMBER:

DOHA, QATAR.

PAKISTANI.

FAMILY RESIDENT (FATHER)

adx5g7@r.postjobfree.com

+974-********

CAREER OBJECTIVE

PROFESSIONAL STRENGTHS

LANGUAGES SKILL

TECHNICAL PROFICIENCIES

EDUCATIONAL SUMMARY

PROFESSIONAL EXPERIENCE

ANDALEEB AHMED

Passionate and energetic professional seeking career advancement and a challenging work environment. Excellent analytical, problem solving and decision making skills.

Excellent communication and interpersonal relationship management skills.

Ability to perform tasks independently as well as a part of a team.

Decision making and problem resolution.

Time management and prioritization.

Goal oriented and ability to set goals as well as meet objectives & come up with new ideas.

Possess excellent monitoring, supervisory, administrative organizational and auditing skills.

Ability to stress tolerance and high flexibility.

Received appreciation certificates from Hamad Medical Corporation.

Fluent English, Urdu and Hindi communication skills in written and verbal.

Basic knowledge of Arabic.

In-depth knowledge of Microsoft office suite, Outlook and internet information services.

Expertise in using CERNER, CRM and CISCO application.

Microsoft Team user.

SSC (Secondary School Certificate)

Customer Service - Malomatia Q.S.C (Hamad Medical Corporation) – Doha, Qatar (January 2022 – June 2023)

Acting as first line of support to help the users online either by replying their inquiries or by escalating their complaints to the second line of support to overcome all the problems and obstacles which might face.

Answering calls professionally.

Responding to customer inquiries.

Research required information using available resources.

Handle and resolve customer complaints.

Provide customers with product and service information.

Enter customer information.

Process orders, forms and applications.

Route calls to appropriate resources.

Follow up customer calls where necessary.

Complete call logs.

Produce call reports.

Team leader - Hamad Medical Corporation, Bpo+, Doha, Qatar. (January 2019 – December 2021)

Support management.

Observing the quality of care delivered by staff members to ensure that it meets professional standards.

Attend weekly meeting with all the operation teams.

Reviewing patient records for accuracy and completeness, reviewing clinic policies and procedures.

Coordinating with physicians and other healthcare professionals to ensure that patient care is delivered effectively and efficiently.

Assist and coordinate the team

Handling critical E-mails and VIP Patients.

Evaluate the agent’s performance and give them the monthly quality score.

Give coaching to the agents who have less performance.

Organize workshops with the team, when they receive any new updated or facing any knowledge difficulties.

Audit on the quality team if they update the latest updated to all the teams within the provided SLA

(24H).

Audit on the back office team for a better improvement.

Assist with the workforce team regarding the weekly schedule and the annual leaves. Senior Clerk (HPCC) – Hamad Medical Corporation, Bpo+, Doha, Qatar. (October 2013 – December 2018)

Excellent knowledge of different medical departments and sub departments.

Compile, process, and ensure the medical, administrative, ethical, legal and regulatory compliance for patient records and data.

Handle complaint Emails and inbound, outbound and intercom calls and provides information or relays messages to patients and medical staff.

Handling multi-line phone operation in a call center environment

Collects and records patient feedback and data to support Patient Satisfaction evaluation.

Complies with policies, procedures and regulatory standards.

Assists the Supervisor and Manager in the collection of information related to advanced research and reports required by the department.

Meets deadlines and follows up on assignments under the supervision of the Supervisor/Manager.

Identifies pertinent events affecting patient care, administration, quality of service within the Unit and reports them to the Manager / Supervisor.

Provides suggestion on administration, patient records and other departmental procedures as required.

Customer service Supervisor– BPO+ Jumbo Electronics – Doha, Qatar. (January 2009 – September 2013)

Supervise and coordinate activities of workers engaged in customer service activities.

Plan, prepare, and advise work schedules, according to budgets and workloads.

Observe and evaluate workers performance.

Issue instructions and assigns duties to workers.

Train and instruct employees.

Communicate with other department and management to resolve problems and expedite work.

Interpret and communicate work procedures and company policies to staff.

Help workers in resolving problems and completing work.

Resolve complaints and answer questions of customers regarding services and procedures.

Review and check work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.

Prepare, maintain, and submit reports and records.

Ensure that all customer enquiries and complaints are dealt with promptly and professionally.

Constantly update oneself with information of current / newly launched products in order to provide appropriate advice on products to customers.

As and when required, to conduct survey on services provided in order to monitor customer’s satisfaction.

Effectively deal with and assign job orders to the respective departments, branch service centers and authorized service representatives to resolve issues/complaints raised by customers. Customer service executive- Instaphone – Islamabad, Pakistan (March 2005 – May 2006)

Interact with diverse customer base in person and telephonically.

Provide detailed information on services and products to customers.

Recommend service and product options to meet customer needs.

Demonstrate and instruct on products.

Open new customer accounts.

Complete and process contracts.

Schedule and follow up on installations and service calls.

Manage service, product and billing inquiries and complaints.

Conduct customer satisfaction surveys and generate business through follow up.

Maintain records of all customer interactions and transactions.

Produce daily reports for management.

Performed customer verifications.

Prepared all email correspondence relating to customer services.

Addressed customer account queries and problems.

Provided ongoing support to customers.

Signature:

Andaleeb Ahmed

Contact this candidate