MOHAMMED SALAMA KHALIL Al ASHQAR

(Promoted from Customer Service Agent to Supervisor -Manage
three shifts daily)
• Managing customer service operations for a government healthcare
project
• Leading and supervising call center teams to meet service level
agreements (SLAs).
• Monitoring team performance and ensuring quality standards are met.
• Handling escalated customer complaints and complex service issues.
• Coordinating with internal departments to improve service efficiency.

• (Promoted from Customer Service Agent to Supervisor -Manage three shifts daily)
• Managing customer service operations for a government healthcare project
• Leading and supervising call center teams to meet service level agreements (SLAs).
• Maintain agents performance and attendance records.
• Agents scheduling, training new employees, and motivating agents.
• Monitoring team performance and ensuring quality standards are met.
• Handling escalated customer complaints and complex service issues.
• Coordinating with internal departments to improve service efficiency.
• Handle last-minute changes or issues with professionalism and calm.
• Collect feedback from caller for continuous improvement.

• Responded to high volumes of inbound calls on the Ministry of Health hotline, providing accurate and timely health-related
information
• Assisted callers with inquiries related to medical services, appointments, healthcare facilities, and public health guidelines
• Triaged calls by assessing urgency and directing cases to appropriate medical departments or emergency services when
necessary
• Managed complaints and concerns with empathy, ensuring resolution while maintaining professionalism under pressure
• Recorded detailed call logs and updated customer information using CRM or call management systems
• Provided guidance during public health campaigns and emergencies (e.g., vaccination drives, outbreak protocols)
• Collaborated with healthcare teams and internal departments to ensure consistent and accurate communication
• Maintained up-to-date knowledge of healthcare policies, procedures, and services

• Took and processed customer orders accurately (in-store, phone, and delivery)
• Prepared food items according to company quality and hygiene standards
• Operated POS systems and handled cash/card transactions responsibly
• Maintained cleanliness and organization of workstations, kitchen, and dining areas
• Ensured compliance with food safety and sanitation guidelines
• Worked collaboratively with team members to meet service time target