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Mohamed Nassar, Sr. Customer Service Agent & Clinical Coordinator

Mohamed Nassar

Sr. Customer Service Agent & Clinical Coordinator·New Dar Al-Shifa Hospital

Kuwait

Bachelor's degree, Accounting And Cost Controlling

Work experience

Total years of experience: 14 years, 4 months

Sr. Customer Service Agent & Clinical Coordinator

July 2019 - January 2026

New Dar Al-Shifa Hospital

Hawali, Kuwait

July 2019 - January 2026

• Operational Optimization: Leveraged SAP modules for administrative reporting
and workflow coordination.
• High-Volume Management: Handle 200+ inbound calls daily, providing precise
medical service information while maintaining high service standards.
• Patient Advocacy: Successfully resolve complex patient complaints using advanced
Conflict Resolution and Active Listening
• Performance Monitoring: Track call centre metrics and conduct post-visit surveys
to enhance the overall patient experience.

Company industry:
Medical Hospital

Customer Service Supervisor

May 2017 - June 2019

Koshari Bites Restaurant

Hawali, Kuwait

May 2017 - June 2019

• Operational Leadership: Supervised staff scheduling and daily operations, ensuring
100% adherence to quality and customer satisfaction standards

Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Customer Service & Sales Representative

May 2016 - May 2017

Everest Plus Real Estate

Sharq, Kuwait

May 2016 - May 2017

• Market Growth: Marketed real estate projects and served as the primary point of
contact for potential clients, driving lead conversion.

Company industry:
Sales Outsourcing
Job role:
Customer Service and Call Center

Call Center Agent

February 2016 - May 2016

Talabat

Sharq, Kuwait

February 2016 - May 2016

• Managed inbound inquiries, promoted new products, and resolved delivery issues
in a fast-paced environment.

Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Call Center Representative

January 2015 - December 2015

Satin Company

Riyadh, Saudi Arabia

January 2015 - December 2015

• Handled customer inquiries and investigated service-related problems to ensure resolution.

Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Customer Service & Sales Representative

September 2011 - October 2015

Satin & Evara Companies

Riyadh, Saudi Arabia

September 2011 - October 2015

• Provided expert advice to customers, handled service-related investigations, and
promoted various projects.

Company industry:
Sales Outsourcing
Job role:
Customer Service and Call Center

Customer Service & Sales Representative

September 2011 - January 2014

Evara Company

Riyadh, Saudi Arabia

September 2011 - January 2014

• Provided expert advice to customers and promoted various services and projects.

Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Education

Mansoura University

January 2011

January 2011

Bachelor's degree, Accounting And Cost Controlling

Egypt

Mansoura University

January 2011

January 2011

Bachelor's degree, Accounting

Egypt

Mansoura University

January 2011

January 2011

Bachelor's degree, Accounting

Egypt

Skills

CERTIFIED CLINICAL RESEARCH COORDINATOR CCRC
Intermediate
CERTIFIED CLINICAL RESEARCH COORDINATOR CCRC
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
PERSUASIVE COMMUNICATION
Intermediate
PERSUASIVE COMMUNICATION
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
REAL ESTATE
Intermediate
REAL ESTATE
Intermediate
SALES
Intermediate
SALES
Intermediate
SCHEDULING
Intermediate
SCHEDULING
Intermediate
CERTIFIED CLINICAL RESEARCH COORDINATOR CCRC
Intermediate
CERTIFIED CLINICAL RESEARCH COORDINATOR CCRC
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
HOSPITALITY INDUSTRY
Intermediate
HOSPITALITY INDUSTRY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
REAL ESTATE
Intermediate
REAL ESTATE
Intermediate
SALES
Intermediate
SALES
Intermediate
SCHEDULING
Intermediate
SCHEDULING
Intermediate

Languages

Arabic
Expert
English
Expert

Training and Certifications

Certifications
Professional Training Customer Care, Customer Delight, and Problem Solving
Professional Training in Customer Care, Customer Delight, and Problem Solving.