Experience

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  Alia International Hospital

  • Al Salmiyah, Ḩawallī, Kuwait

  • Customer Service Supervisor

    • Apr 2022 - Dec 2023
    • Al Salmiyah, Ḩawallī, Kuwait

    •Conduct daily rounds to ensure reception staff adherence to dress code and protocol.• Implement policies to enhance departmental efficiency and improve patient services.•Review patient documents for accurate payments, resolving financial issues promptly.•Manage employee duty schedules, including emergency duty changes.•Review bills for compliance with hospital policy and regulations.•Investigate and resolve complex patient problems, involving the patient experience officer when necessary.•Ensure accurate information provision to patients regarding healthcare treatments.• Assist in planning and organizing development plans for employees, especially new hires.•Review additional invoices before patient discharge, providing technical support for system-related issues.

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  Wara Hospital

  • Kuwait

  • Duty Manager

    • Nov 2018 - Mar 2022
    • Kuwait

    •Issue instructions and assign duties to staff.•Coordinate activities of new staff engaged in customer service activities.•Assist staff in resolving problems and completing work efficiently.•Handle patient complaints, resolve issues, and answer customer questions.• Classify complaints for escalation to the medical director or hospital director.•Train and instruct employees in customer service best practices.•Observe and evaluate staff performance.

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  My Doctor Clinic - Kuwait

  • Kuwait

  • Assistant Public Relations Manager

    • Jul 2017 - Oct 2018
    • Kuwait

    Demonstrate analytical and problem-solving abilities.•Ensure patient confidentiality and privacy act compliance.•Manage media outreach, email campaigns, and mail materials.•Coordinate the flow of information and communication.•Create and deliver press releases, media relations content, and social media materials.• Develop and execute communications strategy for key media contacts and customer references.•Conduct extensive media outreach and improve communication within the center.•Distribute customer surveys.

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  Al Seef Hospital

  • Kuwait

  • Team Leader

    • Dec 2015 - Jun 2017
    • Kuwait

    Lead the Radiology Department team.•Ensure smooth operations and efficient patient services in the radiology department.•Collaborate with cross-functional teams for effective departmental functioning.•Train and guide team members for optimal performance.•Uphold quality and safety standards in radiological procedures.

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  Grand Nile Tower

  • Egypt

  • Team Leader

    • Nov 2014 - Oct 2015
    • Egypt

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  Al Salam International Hospital - Kuwait

  • Kuwait

  • Customer Service Supervisor

    • Nov 2009 - Oct 2014
    • Kuwait

    Working in customer service care over 10 years and I have an experience in management. Solve all customer complaints, ultimately repairing truest and make the customer satisfied.• Responsible for all clinics in Al Messila building “26 clinics”.• Training and instructs the new staff.• Observes and evaluates the performance of the staff.• Develop and implement policies and procedures for customer service.• Make recommendations to management concerning staff for improvement of procedures through evaluate and performance the staff, identify and address staff training needs.• Handling staff issues.• Coordinate of new staff to engage in customer service staff activities.• Handle a patient complains to resolve it and answers any questions of customers regarding services.• Classification of complaints to be sent it to a medical director or the hospital director.• Record all the details of the complaint and analyze relevant data to determine the outputs of customer services.• Check the patient complains to solve it.• Make sure reports, records to correct any mistakes.• Give the new instructions direct to the staff and solve related work problems.• Communicate with other departments to set up new clinics.• Follow with another department "Marketing, Facility, insurance and outside companies."• Prepare the duty schedule and checking the timing of through "TAS".

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  Al Salam International Hospital

  • Kuwait

  • Customer Service Supervisor

    • Dec 2009 - Jul 2014
    • Kuwait

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  Grand Hyatt Cairo

  • Cairo - Egypt

  • Senior Guest service officer

    • Feb 2003 - Nov 2009
    • Cairo - Egypt

    • Greet and register upcoming guests.• Provide an excellent and consistent level of service to our guests.• Contribute to the smooth and efficient running of the Business Center within the Rooms Division.• Good customer service, communications and interpersonal skills.• Handle guests inquiries both telephonically and by email.• Administer and manage cash handling responsibilities.• Handle guest requests promptly.• Maintain efficient and effective of information with guests.• Assist guests with any inquiries regarding local entertainment, restaurants or transportation.• Provide all secretarial services guests need it.• Write all wake-up call requests on specified form and enter on switchboard.• Solve the Internet problems.• Document all call information according to standard operating procedures• Printing update inhouse, arrival, departure, and room status reports every day.• Prepare and distribute customer activity reports.• Review service requests for guests arrivals.• Handle additional duties as needed by guests or management.

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  Grand Hyatt Cairo Hotel

  • Egypt

  • Guest Service Officer

    • Feb 2002 - Oct 2009
    • Egypt

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  Apix Telecom

  • Cairo

  • Data Entry

    • Apr 2002 - Aug 2004
    • Cairo