Customer Service Call Center
Resume:
Mohamed M. El Saleh
Customer service & Administration professional looking for a new challenge.
Abu Dhabi UAE.
Work Visa.
@ adzyir@r.postjobfree.com
1
Objectives:
To seek a challenging position in a reputed organization to invest all my professional expertise, qualification and valuable experience to the optimum level to facilitate continued career growth. Current Experience
Contact Centre Coordinator @ Mediclinic Middle East Hospitals LLC. (Located in AUH) From April 2019 till present.
Main Job Tasks and Responsibilities:
Aware of Deferent Healthcare systems such as EHR, HIS, CRM, Inista, Unicare, and Avaya system.
Training, coaching, and leading call centre agents as they provide support for customers.
Answering agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents.
Leading team meetings, asking questions to better understand the calls agents are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call center operations.
Past Experience
Branch Supervisor @ Canadian Medical Centre LLC from November 1st, 2017 till August 14th 2018.
Summary of the role:
Mohamed M. El Saleh
Customer service & Administration professional looking for a new challenge. Abu Dhabi UAE.
Work Visa.
@ adzyir@r.postjobfree.com
2
Worked @ the Canadian medical center in the position of Branch/clinic supervisor handling all the Medical Center duties and responsibilities as below:
Main Job Tasks and Responsibilities:
Handle clinic’s daily routine operations (doctor’s schedule, reception, customer service and other staff in the operation)
Examine and resolve complaints received from staff, visitors, patients and physicians.
Guide and support participation in patient care delivery regularly.
Manage facilities, equipment, supplies, personnel and resources in relation to cost containment.
Execute clinical administrative policies and initiate action to enhance patient care programs such as collecting the patient’s feedback and follow up the no show patients and also update our patients with our latest offers and promotions.
Follow the daily clinic revenue and monitor the daily and monthly revenue statics to stand on the increment or decrement in the revenue and look for the reasons, hence try to improve the revenue accordingly.
follow the monthly clinic revenue and compare it with the previous months and also with the same period of the previous year to stand on how are we running, are we improving or not, hence we will stand on the reasons of improvement or lack of improvement, and take an actions to improve accordingly.
generate patient reports for new, old patients and monitor the new patient’s source and try to improve it by making events and discounts for the companies and Institutions whom are loyal to us and try to find new patient sources to improve our patients & customers bases, this report is being done monthly and can be done daily or weekly, from this report I can extract many other reports such as (no show reports, number of patients per doctor, department and the clinic in general.
Receive doctors and technician’s equipment, material and items requisitions and review it then send it to the relevant department to arrange it and make a follow up until we receive it.
Create and execute clinic related human resource and finance objectives and customer service.
Execute productivity increase strategies and optimize clinical staff and procedural value.
Explain good workplace behavior and identify issues and use resources to resolve.
Understand future staffing requirements and create, execute and support clinical staff recruitment and retention strategies.
Coordinate with the HR department regarding the clinic needs of new staff, advertising, choosing the closest candidates to our needs, then conduct interviews to select the best candidate for the needed roll then coordinate with HR to complete the hiring process.
Conduct a customer service training for the new and old customer service representatives. Mohamed M. El Saleh
Customer service & Administration professional looking for a new challenge. Abu Dhabi UAE.
Work Visa.
@ adzyir@r.postjobfree.com
3
Doing the yearly and half yearly appraisal for all the staff, hence stand on who needs Stimulation and who deserves promotion or salary increment, and who deserve dispensed.
Follow the renovation and maintenance work at the clinic and assure its being done correctly as per the agreed plan.
Improve staff – patient interactions through patient satisfaction tools.
Handle environmental health and safety by ensuring fire and safety and controlled laboratory chemical compliance and HAZMAT directed inventories.
Supervise stock supplies and handle clinic calendar.
Establish and administer clinic specific policies and oversee system standard work.
Customer Service & Administration Supervisor @ Canadian Medical Centre LCC from January 1st, 2017 till November 30th, 2017.
Summary of the role:
Full responsible of the reception, the customer service and the administration work as below:
Main Job Tasks and Responsibilities:
Assist the receptionists in registering the patients and make sure that all the documents of the patients are correctly updated in the software and the hard copies are kept confidential and safe.
Making the team duty roster and making sure the staff are accurately distributed according to the work load and the busy operation times.
Assisting the Clinic manager in hiring new staff when needed
Train the new staff and also doing refreshment training for the current staff from time to time.
Doing yearly and half yearly appraisal for the customer service and the administration staff.
Solving all the complaints and reporting it to the clinic manager.
Generating daily, Monthly and Yearly reports such as (number of patients per day, month and year - number of new patients per day, month and year - new patient source, ETC…).
Receptionist & Customer Service Representative @ Canadian Medical Centre LCC from February 6th, 2016 till December 31st, 2016.
Summary of the role:
Mohamed M. El Saleh
Customer service & Administration professional looking for a new challenge. Abu Dhabi UAE.
Work Visa.
@ adzyir@r.postjobfree.com
4
Attend to patients on the phone and in person. Coordinate and organize appointments and documentation to facilitate the smooth running of the healthcare environment and support delivery of quality patient care.
Main Job Tasks and Responsibilities
Greet patients
Schedule patient appointments & register them according to the established protocol
Assist patients to complete all necessary forms and documentation
Ensure patient information is accurate including billing information
Inform patients of medical office procedures and policy
Maintain and manage patient records
Move patients through appointments as scheduled
Answer incoming calls and deal with inquiries and Transfer calls if required
Report statistics as required
Obtain external medical reports as required by medical professionals
Respond and comply with requests for information
Deal with incoming and outgoing post
Complete other clerical duties as assigned
Maintain stock of forms and office supplies
Ensure reception area is well maintained, neat and clean
Safeguard patient privacy and confidentiality
Previous Experiences
Executive Butler And Villa Host At Anantara Hotel April 21, 2014 till January 31, 2016
Main Job Tasks and Responsibilities
Fully responsible for the Butler pantry & Ensures that area is correctly stocked & operationally -prepared at all times according to set standards.
Maintains seamless interaction with Guest in order to facilitate guest recognition, obtain preferences, and anticipate Guest’s needs & proactively action all their requests & requirements. Also ensures the privacy & security of all the villas Guests.
Maintains full & comprehensive knowledge of the products & services available in the Resort and the other Hotels in Dubai, and stay updated with the activities happening in Dubai and UAE
Mohamed M. El Saleh
Customer service & Administration professional looking for a new challenge. Abu Dhabi UAE.
Work Visa.
@ adzyir@r.postjobfree.com
5
Carries out Guest registration, Cashiering & other administrative tasks as per the standards.
Inspects & sets up the arrival & occupied Villas as per the Guest preferences in accordance with the set standards.
Abides by all Hotel & Company policies & procedures including Health & Safety policies, Butler's grooming standards. Punctuality/ Attendance procedures & Quality standards.
Any other duties as may reasonably be requested by the Management.
Attends daily briefing & training sessions.
Updates all Guest registration details as per profile quality standards & properly files all dockets.
Coordinates & liaises with all concerned departments in order to ensure smooth operations.
Reports requests and work orders through to be raised accordingly if needed.
Prepares a comprehensive itinerary for Guests for the duration of their stay, as per the specifications & preferences of the respective Guests.
Promotes and enroll our guests to the loyalty program of Anantara Hotels & Resorts
(Discovery Program) to all our guests.
Communicates & constantly provides feedback with the Team Leader & Duty Managers
Guest Services Center (Call Center) Agent @ Atlantis the palm Dubai Hotel for almost 4 years, from October 14, 2008 till May 31, 2012.
Pre-opening Team Member @ Atlantis the palm Dubai Hotel.
Lifeguard and Guest Activity Employee @ Mena Mark Hotel & Resort
Lifeguard and Guest Activity Employee @ Hilton Hurghada plaza hotel for 2 years.
Qualifications
Bachelor Degree of Physical Education (2003), Degree is "GOOD".
English language courses at the British language academy.
Good experience in Hotel systems such as Opera (check in, out, cashiering, billing instructions, ETC) also Concept 500 system, Galaxy system, and very good Outlook user.
Amadeus Aviation course with 92 percent score.
South Africa Underwater Sports Federation License for life Saving & First Aid.
International Underwater Sports Federation License for life Saving & First Aid. Mohamed M. El Saleh
Customer service & Administration professional looking for a new challenge. Abu Dhabi UAE.
Work Visa.
@ adzyir@r.postjobfree.com
6
ILS, International Life Saving Federation License.
UAE Driving License.
Language Skills:
Languages Reading Writing Speaking
Arabic Mother Tongue Mother Tongue Mother Tongue
English Excellent Excellent Excellent
Russian None None Good
Personal Skills:
Excellent Interpersonal Skills.
Strong personality in a confident & professional manner.
Excellent Team Player who can empower and motivate others with
Ambitious, self-motivated, creative, proactive.
Training attended:
Customer service & Communication skills training.
Service recovery.
Engaging service.
Worm service.
Work place ethics.
Anantara Emotional Intelligence.
(Personal Information
Gender : Male
Date of Birth : 20/04/1982
Nationality : Egyptian
Residence Country : UAE (Abu Dhabi)
Visa Status : Work Visa
Marital Status : Married
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