Experience

American Academy of Cosmetic Surgery Hospital

• United Arab Emirates
• Health, Wellness & Fitness
• 1 - 100 Employee

• Director of patient affairs

  • Sep 2019 - Present

• Customer Service Manager

  • Feb 2018 - Sep 2019

  • Distribution of Roles and Responsibilities• Training and Coaching• Supervise and coach inside sales representatives to improve call performance • Telemarketing: arranging the data to be contacted/ Find ways to address customer needs/ preparing the script• reviews and maintains patient data (as well as prospective data base)• Assist employees to answer service calls• Measuring Call Center Performance: weekly reports (Daily volume report/ Departmental booking rate/ No show and abandon rate/ Voice message report) monthly reports ( KPI/ Website conversion Rate/ Conversion rate per Agent/ Prospective Patients Database Status and conversion rate)• Set Achievable Targets and Reinforce it through Incentives• Provide daily reports to the team leaders.• Establish daily goals and metrics for both inbound and outbound dealing teams Show less

• Customer Service Supervisor

  • Aug 2013 - Feb 2018

  • Greets and assists patients, obtains initial patient information, responds to inquiries • Researches and resolves patient referral problems to ensure patient satisfaction• reviews and maintains patient data: following up with the patient• Answer inbound calls as well as assist patients who have specific inquiries: booking, reschedule confirmation ….• Corresponding patient enquiry through website and email

• Receptionist cul cashier

  • Aug 2012 - Aug 2013

  • Answer inbound calls as well as assist patients who have specific inquiries.• Handle and resolve patient complaints. Register the new patient• Arrange, reschedule and confirm appointments for Patient. • Provide patients with promotions and service information.• Prepare billing for our accountant daily.• Coordinate with the insurance department and the clinics



DEMCO

• Tunisia
• Textile Manufacturing
• 200 - 300 Employee

• Customer Account Manager

  • Feb 2011 - Nov 2011

  • Implement the strategy for managing company’s interactions with clients: organize and plan business processes accounting for: delivery date / production capacity per day / workmanship / machines... • Prepare papers for import (Fabric, accessories, machines) and export (goods for our customers in Holland and London). • Follow-up production “daily” (on the machines, knitting, dyeing, cutting, sewing, packaging). • Ensure that order is conducted efficiently for the client. • Emailing, phone calls and appointments with customers and suppliers. • Document classification: Employment Contracts, Certificates of Service, Lack of Capacity, Fact sheet, and Warning’s letter... • Inventory. • Handle and resolve customer complaints. Show less



tex sousse

• Tunisia

• Commercial Officer

  • Oct 2009 - Apr 2010

  • Monitoring the administrative aspects inherent in a project, such as orders, invoices and quotes. • Working with Clients, partners and subcontractors. • Prepare papers for import (Fabric, accessories) and export (goods for our customers in Portugal). • Review terms and conditions of contracts with clients. • Negotiate the costing and pricing of new items. • Controlling the production process ( prepare a daily resume) • Emailing, phone calls and appointments with customers and suppliers. • search to find new suppliers, new customers and new subcontractors (study the market) • Document classification: Employment Contracts, certificates of Service, Lack of Capacity, Fact sheet, and Warning’s Letter • Inventory. Show less