Junaid Ahmed

• Ensured high patient satisfaction and optimal service delivery by managing outpatient clinic
operations and optimising clinical workflows, directly contributing to a positive customer
journey and fostering loyalty.
• Partnered with senior leadership to align operational strategies with overarching business goals,
ensuring resource allocation supported customer success initiatives and service excellence.
• Drove customer value and revenue growth by conducting in-depth business and systems analysis
to optimise service pathways, resulting in an 8% increase in OP-to-IP conversion rates, directly
showcasing enhanced value realisation and encouraging service expansion among patients
• Proactively identified and resolved service delivery gaps through detailed Root Cause Analysis
(RCA), leading to a 10% increase in physiotherapy Average Revenue per Request (ARR)
and significantly improving perceived service value and customer satisfaction.
• Collaborated cross-functionally with marketing and business development to enhance clinic
visibility and patient acquisition, expanding the customer base and improving physician
engagement to better align services with patient needs and drive successful onboarding.
• Managed the end-to-end customer journey for international patients, collaborating with external
partners to deliver a seamless and positive experience, fostering international customer loyalty.
• Proactively identified and resolved inefficiencies in the approvals and claims process by
collaborating with billing/RCM teams, leading to reduced denials and faster reimbursements,
ultimately improving the financial experience for customers/patients and the organisation.
• Improved the patient experience in second medical opinions by managing processes with
empathy and timeliness, prioritising individual needs, and building trust.
• Led staff training and development programs focused on enhancing service delivery and
communication skills, empowering teams to provide exceptional customer support and achieve
consistently high satisfaction levels, directly impacting customer retention.
• Maintained high service quality and customer trust by ensuring strict compliance with DHA and
JCI regulations, successfully preparing for inspections and audits.
• Fostered strong stakeholder relationships through clear and consistent communication, ensuring
alignment on expectations to achieve project and operational goals that directly
impacted customer outcomes.
• Spearheaded the successful adoption of a new Electronic Medical Records (EMR) system by
optimising the UI for seamless clinical workflows, directly improving staff efficiency and capacity to
deliver timely, high-quality patient care, enhancing the overall customer experience
• Led the launch of specialised healthcare initiatives, ensuring seamless integration and operational
readiness to deliver enhanced value and specialised services, driving deeper customer
engagement and addressing specific needs.
• Drove customer engagement and community outreach by organising health campaigns and
corporate events; fostered professional development through CME programs to enhance service
quality.

• Partnered with clients to understand their business goals and coordinated project activities to
deliver IT service enhancements that directly supported client objectives and success.
• Managed project lifecycles for IT service enhancements, ensuring on-time delivery and effective
resource allocation to consistently meet and exceed customer requirements and expectations.
• Ensured efficient user onboarding and rapid value realisation by managing automated Active
Directory account creation and device imaging, minimising setup time and friction for end-users.
• Provided critical technical support to resolve customer issues related to productivity software and
hardware, minimising downtime and ensuring user productivity and satisfaction.
• Successfully managed mailbox migration projects to Exchange Online, focusing on minimal
disruption and a smooth transition experience for end-users, ensuring continued access to critical
communication tools.
• Improved customer satisfaction by establishing ITIL-based governance procedures for managing
project-related complaints, ensuring timely resolution and clear communication.
• Acted as a key point of contact for issue resolution, coordinating with internal teams and external
vendors (ISPs) to ensure swift identification and resolution of network issues impacting customer
services.
• Rapidly promoted to APAC Regional Lead within 8 months due to consistently delivering value to
customers and demonstrating strong project management capabilities in enhancing IT service
delivery.

• Led telecommunication project transitions to enhance service infrastructure, streamlining support
operations to significantly improve response times and boost customer satisfaction levels.
• Drove initiatives to optimise dispatch services and customer inquiry management, resulting in
enhanced service delivery efficiency and a better overall customer experience.

• Spearheaded projects to refine Vendor Management processes, leading to more efficient resolution
of a wide range of customer issues and improving customer support outcomes.
• Applied data-driven analysis (80/20 principle) to identify key customer pain points and implement
targeted solutions, significantly reducing customer complaints and enhancing overall service quality
and satisfaction.
• Collaborated effectively with cross-functional teams to resolve complex customer issues, ensuring
seamless service delivery and maintaining high levels of customer satisfaction.