Customer Service Quality Assurance

Ahmed Mahmoud Reda Mohamed El Hady

Reliable, enthusiastic, and accomplished health care professional, with comprehensive knowledge of the principles, practices and operational techniques of the hospital, retail, and community pharmacy. Equipped with more than 12 years of strong background in medication evaluation and clinical management of multiple chronic disease states.

Collaborator with solid record of accomplishment in meeting and business targets.

In-depth knowledge of operational and budget management techniques

•Birth date : 12 /10 /1988

•Nationality : Egyptian

•Education : Bach. of pharmaceutical and clinical sciences (2012) Faculty of Pharmacy - Tanta University

•Military status : Exempt

•Marital Status : Married

•Tel : +201*********

•Email : *************@*****.***

•LinkedIn : www.linkedin.com/in/ahmed-elhady-17694812a

Work Experience

PHARMACIES OPERATIONS MANAGER (July -2021 - TILL NOW)

AL-AMIN PHARMACIES – EL SHROUK CITY – Cairo

•Oversees the operations of the pharmacy department

•Make sure that customers are prescribed the correct medicine

•Ensure the pharmacy complies with federal and state regulations

•Communicate effectively with customers relating to queries and issues

•Ensure staff provide high standards of customer service to customers

•Assist in the onboarding process of new hires

•Train staff in prioritizing customer orders and delivering them efficiently

•Instruct staff to interact professionally and courteously to customers at all times

•Managed scheduling, training and inventory control

•Recruited, hired and trained crew members on application of projects, customer relations and customer service

•Built strong operational teams to meet process and production demands

•Addressed customer concerns with suitable solutions

•Developed initiatives for process improvement and reviewed and assessed ongoing operations

Clinical Coordinator ( July 2019 ) - TILL NOW ( part time )

ICI Infinity for Consultations and Integrated Medical Services – Cairo

•Participate in on-call coverage for caseload and participates in rotational emergency Coverage

and crisis intervention support as needed.

•Manage patient schedules while coordinating with hospitals .

•Coordinate with the clients for inquiries and updates, and accurate piling of payments.

•Responsible for managing the Network Provider contractual documents and updated provider database

•Collaboration with local Business unit to deliver network requirements locally

•Support the network Manager in Consolidation, Maintenance & Development of Medical Provider Network in the Region

•Negotiates Direct Provider tariffs to maintain a comprehensive network at an optimized cost as per line manager

Pharmacist Manager October 2017 - July 2021

We care pharma group ( NASR CITY – NEW CAIRO )

•Enhanced patient care by working with physicians and insurance providers in development care plans.

•Achieves sales and profit goals established for the department, and monitors and controls all established quality assurance standards.

•Embraces the Customer 1st strategy and encourages associates to deliver excellent customer service.

•Keeping records such as pharmacy files, patient profiles, charge system files, inventories, and registries of poisons, narcotics, or controlled drugs

Inpatient Pharmacy Technician (NOVEMBER 2017 - JAN 2020 )

AIR FORCE HOSPITAL - PART TIME

•Under limited supervision, provides clinical pharmacy services including primary care services, consultative services, and drug information services to patients and health care providers to deliver high quality care .

•record all required data into the pharmacy system. Other duties include preparing IV admixture, managing stock levels, and occasionally filling unit-dose carts without secondary review.

Pharmacist Manager ( May 2015 - September 2017 )

JOOD medical center pharmacy -Medina munawara, KSA

•providing care to customers by processing accurately dispensing prescription

•Orders, overall customer service.

•Generated a strong repeat and referral business by providing exceptional customer service.

•Identify patients eligible for Therapy Management services and provide services through direct patient care.

•responsible for leading sales teams to reach sales targets

• Develop strong relationships with customers, GP’s and other health professionals

Medical Representative ( October 2013 - April 2015 )

EGY PHARMA Company Cairo, Egypt

•Participate in incident investigations and attend weekly safety associate committee meetings.

•Inventory supplies management, restock as needed.

•Selling the company's medications to doctors, and other relevant healthcare professionals.

•Preparing presentations for potential customers.

•Researching competitor’s medications and their respective market performances.

•Keeping abreast of new developments in the medical field to determine the effect of such developments on the company's business strategies.

Pharmacist In Charge ( July 2013 - May 2015 )

ELLEITHY PHARMACIES group Doki, Giza

•Leading sales teams to reach sales targets.

• Hiring and training team members, adjusting performance, and developing processes that drive sales.

•Developing clinical pharmacy programs according to policies and regulations.

•Reviewing Records of patients to determine the appropriateness of medication therapy. Evaluating patient's condition to ensure all issues are being treated.

•Responsible for evaluating and validating insurance information to verify claims and process the necessary claims resolutions for parties. Insurance coordinators submit claims statements timely to the insurance for review, coordinate with the clients for inquiries and updates, and reach out to medical institutions for accurate piling of payments.

Pharmacist Manager ( June 2011 - April 2013)

Elkamah pharma group – Cairo, Egypt

•Responsible for overseeing the daily business operations of a pharmacy, including dispensing prescription medication and advising clients.

•Other duties including managing the pharmacy staff and the inventory, and ensuring the safe storage of prescription drugs and controlled substances, also review prescription details.

Skills

Pharmaceutical formulations

Communication skills

Analytical sills

Attention to detail

Operations Management

Employee Motivation

problem-solving

Flexibility

Emotional intelligence

Team work, Project Leadership

Six Sigma

Market Research, Forecasting, and Science researches

Customer Service

Software and Digital marketing

Certificates

License of the Egyptian Ministry of Health for pharmacists ( 2012 )

License of the Saudi Health Specialties Commission ( 2015 )

Mini master in Business administration 15 FEB 2014

by INTERNATIONAL ACADEMY FOR EDUCATION AND DEVELOPMENT ( DR / EBRAHIM ELFEKY ) & certified by WALES INT UNIVERSITY and AIN SHAMS UNIVERSITY.

Diploma in Human Resources management

Diploma in Project management

Diploma in Marketing & Sales management

Diploma in Total Quality management

Diploma in Customer service management

Alison certificate in pharmacotherapy

Leading Healthcare Quality and Safety diploma by The George Washington University

Udemy certificate for lean six sigma white belt in healthcare and pharmacy practice

Medscape academy certificate in Strategy: Running a Successful Business

EDRAAK AND HCAC certificate in Quality in healthcare

Google certificate in fundamentals of Digital Marketing

ALISON Diploma in OPS operations management

ALISON DIPLOMA IN BUSINESS ADMINISTRATION

ALISON DIPLOMA IN PHARMACY TECHNICIAN

ALISON DIPLOMA IN psychology

ALISON DIPLOMA IN nutrition and healthy diet

Patient Safety and Quality Improvement diploma by Johns Hopkins University

Strategic Business Analytics Specialization diploma by ESSEC Business School

Clinical Trials Data Management and Quality Assurance by Johns Hopkins University

Investment Management with Python and Machine Learning Specialization diploma by EDHEC Business School

Applying Data Analytics in Marketing by University of Illinois at Urbana-Champaign

Training

•Training at local and multinational companies during study and after

(MUP – NOVARTS _ ASTRAZENICA – pharco )

•Training at Heart diseases center at faculty of medicine – Tanta University – Egypt.

•Training at dermatology department, PEDIATRIC DEPARTMENT,

Psychiatric and Neurological Hospital AT ( Ain shams university Hospitals ) .

•TRAINING AT ELEZABY LEARNING ACADEMY

•The Cleopatra Hospitals Group Internship Program

Volunteer works

•Volunteer to work in the healthy food project at the Misr El Kheir Association

•Volunteer and medical coordinator at Resala Charity Association

Languages

Arabic / mother tongue

English / C1 grade - very good speak, read, and write

INTERESTS & computer skills

•Software programs & hardware.

•Good command of Microsoft Office™ tools.

•Science researches.

•Reading & Writing.

Contact this candidate