Administrative Manager
Agial Hospital
مجموع سنوات الخبرة :16 years, 10 أشهر
As an administration manager I am managing all front line and administration departments ( Front office - Customer service - Call center - Housekeeping - Maintenance - Food and beverage - Occupational health and safety - Security )
I am managing the daily operations activities and patients journey in the hospital where I have to reach the maximum level of customer satisfaction and patient experience in parralel with the hospital policies and procedures.
In addition to providing a training sessions to all departments to ensure the continuous of service excellence.
- Establish the customer service department with work process.
- Arranging and providing the needed training for the customer service staff.
- Prepare the customer service surveys eg.( face to face - over the phone )
- Managing with call center team the process of incoming complaints and surveys.
- Receiving the complaints feedback with the corrective and preventive actions.
- Provide recommendations to the top management to enhance the provided services.
- Planning the internal activities (Well Baby Celeb., Healthy Days, Fun Days... etc.)
- Train the staff on the daily tasks including the customer service reports.
* Managing department & staff activities related to customers (inquiries, complaints, suggestions & provided information … etc.)
* Arranging internal activities ( Fun Days, Healthy Days, Clown Therapy & Well Baby Celebration.. etc. )
* Handling VIP and high value customers
* Monitor the daily satisfaction survey result & revising customers feedback
* Regain lost customers according to specific criteria using different techniques
* Arranging weekly meeting with all front line departments ( medical & non medical ) to enhance the provided service
* Prepare monthly reports with full analysis for the department activity
* Provide monthly recommendation to the hospital management
* Provide leadership, guidance and support to the staff
• Managing section & staff activities related to (system, quality of service, compliance, attendance & knowledge base update … etc.)
• Assign staff to campaigns according to section requirements
• Ensure individual agents are performing against targets
• Reviewing the monthly performance and coaching / training them accordingly
• Monitor staff calls & sales activities to ensure the quality of service.
• Managing & solving any issues facing staff
• Provide leadership, guidance and support to the staff
• prepare daily, weekly & monthly reports to seniors & account managers
Recruit, interview new staff and perform various recruitment steps
Analyze the implemented KPI & coordinate with other departments to improve it
Maintains insurance details of all employees with the Insurance Company
Salary statement generation and coordinating with bank for disbursing the salary and employee pay slips generation & distribution
Addressing employee queries regarding payroll, attendance, hr policies, leave details, timesheets... etc.
Analyze schedules and updating attendance reports
Track and prepare monthly performance report
Manage proactive activities; such as vacations, trainings and meetings
* Archiving staff data, calls monitoring results & performance reports
* Prepare & issuing the monthly performance reports
* Monitor staff calls to make sure it is meet the company standards & couching /train staff who did not reach the required standards
* Modifying & updating the staff KPIs according to the COPC requirements
* Train & brief staff & sections heads about quality updates
• Selling company’s products with maintaining excellent customer experience
• Handling inbound & outbound calls related to sales
• Build an excellent rapport with customers with a professional methods
• Activate pending request & updated the needed details accordingly
• Solving customers' problems over the phone
• Follow up with competitors offers & new promotions
• Dealing with technical & emergency issues
• Managing store & staff activities (sales, quality of service, staff leaves, staff attitude & behaviors … etc.)
• Prepare daily, weekly & monthly sales reports to management
• Following staff & store target to maintain the achievement with an efforts to over achieve the target
• Dealing with customers problems & emergency cases
• Selling company’s products ( mobile phones, sim cards, mobile accessories & VAS)
• Assuring the available stock on daily basis
• Maintaining the stock availability in excellent condition
• Arrange & prepare customers contracts & back office documents
• Following new promotions & offers in the market
• Selling company’s products ( mobile phones, sim cards, mobile accessories & VAS)
• Prepare stock reports for finance & management
• Dealing with customers problems & emergency cases
MBA in progress
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