Customer Service Manager
Fakih IVF
Total years of experience :15 years, 7 Months
Customer Service:
• Conduct a customer service and call management training on a weekly bases
• Be a role model for excellent customer service.
• Manage complaints in a time sensitive manner in accordance with policy.
• Collect and analyze information to respond to adverse incident, complaints and audit data and implement remedial action.
Team Management:
• Select, appoint, retain and promote the most appropriately qualified and experienced staff as needed in conjunction with Human Resources.
• Provide induction training to new staff and develop the knowledge and skills of existing staff.
• Review the performance and competence of staff through annual appraisal, identifying training needs and arranging for its provision in conjunction with Human Resources.
• Manage and review annual leave entitlement to ensure that staffing levels remain appropriate throughout the year.
• Hold (minimum) monthly team meetings with team managers to cascade information.
• Interpret updated policies and procedures to staff
Setting the pace:
• Define, set and audit Customer Service standard across the center
• Model high level customer focused and service behaviors and able to coach others to develop excellent customer care
Delivered Projects:
• Bareen International Hospital 2016
• Fakih Medical Center 2017
Project Planning
o Strong knowledge and background of all Authorities regulations ( HAAD & DHA)
o Support and help leaders think through processes and determine tactics to help drive and achieve goals.
o Setting the project strategies, and insuring the implementation in place.
o Ensure documentation, supporting materials and project plans are updated and available.
o Adheres to life care policies, procedures and all the standards imposed by the regulatory organizations.
o Risk management, financial management and staff management
o Aid in education the organization about HIT, and help assess readiness. Where improvement, work with the organization to correct issues, build skills and acquire improve understanding.
o Ensuring projects are delivered on time and within budget
Implementation and Project Management
o Managing implementation of different healthcare policies, monitor and control the system to ensure the success of the project.
o Direct the project staff, and work with other departments leader to define, prioritize and develop projects and programs.
o Identifies project deliverables and requirements( Biomedical, Quality, IT, H&S, …)
o Meeting with all concerns department for HAAD inspection preparation.
o Leading the team of HAAD 90% inspectiont
• Relive front office departments for breaks/lunches
• Maintain the general filing system and file all correspondence
• Maintain an adequate inventory of office supplies
• Respond to public inquiries
• Provide word-processing and secretarial support
• Receive, direct and relay telephone messages and fax messages
• Type confidential documents on a word processing system
• Maintains department schedule by maintaining calendars for department personnel; preparing Doctor's schedule and staff schedule as well.
• Dealing with the patient and stuff complains and suggestions in the first place
• Perform customer service duties for all clients.
• Dealing with the Insurance and Account issues
Square Share Ltd-Arch Tareq Faour, Architectural & Engineering Consultant
As an architectural engineer, between 2008-2010, responsible for the following:
• Assessment, planning.
• Architectural design.
• Interior design.
• Construction supervision.
• Specification, quantity surveying & cost control.
Finishing works:
o Designing modern and classic kitchens
o Landscaping villas
o Designing a decorations for villa and houses including (Electrical working, plumping workings, ceramic and tile working, furniture design and finishing works
o Designing Elevations for a residential compound
University of Aleppo, Syria 2011 Bachelor of Science degree (BS) in Architectural Engineering High school Palestine secondary school in Abu Dhabi-Emirates
