Customer service Representative (Back-Office Support) Hamad Medical Corporation – Nesma ‘Ak customer service (Under Malomatia-QGCC & BPO+) January 2019 – Present.
- Planning, organizing and maintaining confidential HMC medical records, files & related documents in the customer support division. Assisted in data analysis for the team.
- Handles and processes potentially contaminated complaint samples using appropriate PPE Independently scopes, retrieves, reviews, trends, analyses and reports accordingly.
- Knowledge of ERP which includes Cerner, RL-6 (Software for Safer Health Care), Patient Portal Management system (Assisting My health technical issues) and CRM application (to document feedback), problem-solving, investigating and analyzing investigative work; tracking down information, asking the right questions, knowing where to look and collating everything found to gain insights that can be used to make decisions.
- Assist the management team to set up KPI and BI dashboards within the System. Supports management monitoring progress on customer service improvements based on outstanding issues and ensuring quality & timeliness of the deliverables. Proven success in meeting deadlines & turnaround time (TAT) without compromising quality and adhering to Service Level Agreements (SLA).
- Conducting training for new joiners on ERP system supports management on SOP development to ensure a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes.
Senior
Admin. One-way Qatar- Doha, Qatar. February 2017 – Dec 2018.
- Assume management responsibility for assigned services and activities of the administrative division within an assigned department including purchasing, budgeting, accounting, personnel, information technology, and administrative support programs and services.
- Plan, direct, coordinate, and review the work plan for assigned staff; assign work activities, projects, and programs; review and evaluate work products, methods, and procedures; meet with staff to identify and resolve problems. Assist work force management.
- Ensure department compliance with existing personnel laws and regulations; implement new laws and policies as they become effective. Admin and accounts assistant Beirut roasters & Trading LLC, Abu Dhabi, UAE. November 2009 – June 2016 • Working with spreadsheets, sales and purchase ledgers and journals. Recording and processing all financial and accounting practices, including profit and loss reports.
- Working closely with accounting or financial professionals to manage clients’ records, communicating with clients to better understand financial needs and report that information to the accountant.
- Scheduling client appointments and managing important department deadlines.
Preparing
Invoices, Stock checking & maintaining records of all products and supplies and Submits orders for replenishment of inventory.
