إينسيية زافيرى

Supporting the Foundational Sciences Faculty and Clinical Science Faculty in their day to day task to ensure smooth functioning of the business operations.
Maintaining Faculty calendars.
Scheduling appointment and external stakeholder meetings.
Editing formatting MS Suite documents, spreadsheets and presentations. Recording and transcribing minutes and following up on action points.
Logistics planning and travel arrangements for Visiting Faculties, Business Leave and Education Leave travel for Faculty Members and Medical Education staff.
Submitted multiple expense claims, payment requisitions and reimbursements on SAP applications such as eForms, Ariba, and Concur.
Worked in coordination with the WCM-Q FABS division to digitize procurement activities, including supplier discovery, purchase requisition, purchase order management, invoice processing, and payment reconciliation.
Extending Support to the division in organizing staff events such as: Service Awards; Staff Recognition Awards; Medical Education Retreat and Excellence in Teaching Awards.
Plan, coordinate and execute Continuing Professional Development activity event within a specified deadline.
Provide associated online teaching, video conferencing tool support (PollEverywhere, Zoom and MS Teams).
Working closely with the Continuing Professional Development for recording credits on CloudCME, in compliance with DHP and ACCME Accreditation.
Coordinating with students for residency advising meetings, areas of concentration courses.
Formulating student surveys on Qualtrics for student VR Anatomy project.
Coordinating Committee Meetings and liaising with Faculty affairs office & HR immigration office for scheduling faculty interviews, medical commission visits and ministry process and documentation.
2 time recipient of the Staff Recognition Award - Unsung Hero Award (Year 2022) and Collegiality
Award (Year 2023)"

-Schedule and coordinate meetings, appointments and travel arrangements for Assistant Dean, Clinical Learning.
-Managing ICalendar, booking meeting rooms and conference facilities.
-Checking emails as well as voice mails and ensuring timely response to all queries.
-Drafting, editing and formatting various MS-Suite documents.
-Recorded and transcribed minutes of the meetings.
-Prepared, proofread and formatted email correspondence.
-Assisting the office of Medical Evaluation.
-Exam invigilator for Pre-Med students.
-Data Entry and updated electronic/manual filing while maintaining confidentiality.

-Managed the EYEZONE magazine subscriptions database.
-Drafting and Negotiating advertisement packages/proposals for existing and prospective clients.
-Liaising with the clients on Advertorial and Editorial Layouts to secure required approvals.
-Managing, Updating and Maintaining overall company database, magazine archives.
-Liaising with the creative team to ensure magazine deadline is met.
-Content writing for material collaterals such as brochures, emails, website and marketing campaigns.
-Securing appointments with various exhibition houses in the MENA and European Markets.
-Drafting and Negotiating of Barter Deals for Exhibitions and increasing the presence of the Magazine in various consumer sectors.
-Managing the recruitment for freelance journalist to represent the magazine in different countries. Screening Candidates and scheduling online interviews.

-Responsible for consistent service delivery across desks in the Phone Banking Department.
-Implemented service quality checks to gauge trends and take corrective actions.
-Carried out Csat across desks and reported feedbacks to the Product Team/ Regional Head.
-Responsible and Supervised team of 15 Quality Executives.
-Defined as work flow for call evaluations.
-Monitor and Scale-up Quality Scores of the Phone Banking team quarter on quarter.
-Implemented projects aimed at improvement of Call Quality and service delivery skills across desks.
-Training on soft skills to improvise customer service and cross selling.
-Training supervisors on escalation handling and product briefing, .
-Weekly Refresher Trainings and Huddle Sessions on various products and processes of the Bank.
-Identifying gaps leading to increased AHT and implementing actionables to achieve Unit target of 220seconds.
-Periodic Quality checks carried out on complaint resolutions to ascertain completeness and accuracy.
-Reporting accurate and timely MIS to the Unit Chief.
-Preparing various reports on Calls, Csat Scores, Refresher Trainings.

-Managing a team of 10 and more Customer Service Agents for the Liabilities Team and Query Desk
-Liaising with the Operations Team for staffing requirements, attrition reports and administration of required manpower.
-Screening and interviewing candidates for customer service agents position and supervisory roles.
-Preparing periodic and weekly business reports on cross selling across the Unit, along with updating MIS's and Dashboards.
-Rostering of the staff on the basis of IVR Service and Traffic Levels.
-Authorising Financial Request such as Demand Drafts, Fixed Deposits and Netbanking Passwords.
-Training agents on various banking systems such as DCMS (Debit Credit Card Management System), Host, CRM and Finware.
-Responsible for timely investigations of customer complaints and maintaining records on CRM with appropriate resolutions.
-Conducting Branch visits to train staff on various Direct Banking channels.
-Creatively enhancing sales pitch for Life Insurance and Medical Insurance across the Unit.