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Moza mohamed, Customer Experience Supervisor

Moza mohamed

Customer Experience Supervisor·Heka Healthcare Services

United Arab Emirates

Bachelor's degree, Leadership

Work experience

Total years of experience: 4 years, 7 months

Customer Experience Supervisor

November 2024 - Present

Heka Healthcare Services

Fujairah, United Arab Emirates

November 2024 - Present

• Led customer experience strategy implementation across clinics to enhance patient
satisfaction.
• Supervised and mentored CX team members, ensuring service excellence and
performance consistency.
• Established and monitored SOPs to standardize service quality and improve workflow
efficiency.
• Implemented CRM and ZOHO Help Desk systems to improve communication tracking
and complaint resolution processes.
• Conducted root cause analysis for service complaints and developed corrective action
plans.
Company industry:
Other Healthcare Services

Healthcare Officer

January 2024 - Present

Heka Healthcare Services

Fujairah, United Arab Emirates

January 2024 - Present

• Successfully managed MOHAP licensing and regulatory evaluations for three specialty
clinics, ensuring full compliance during inspections.
• Conducted structured on-site inspections and reduced compliance-related risks through
proactive corrective action plans.
• Monitored and analyzed KPIs to support operational efficiency and performance
improvement initiatives.
• Prepared comprehensive audit reports with actionable recommendations for senior
management.
• Analyzed clinic operational and sales data to identify trends and support strategic
decision-making.
Company industry:
Other Healthcare Services

Front Desk Administrator

January 2022 - November 2023

MAS Medical Centre

Fujairah, United Arab Emirates

January 2022 - November 2023

• Managed front-desk operations, optimizing patient flow and appointment scheduling to
improve service efficiency.
• Handled billing, cashiering, and petty cash management with high accuracy and
financial accountability.
• Supported MOHAP licensing documentation and regulatory compliance processes.
• Utilized EMR and ERP systems to maintain accurate patient records and operational
reporting.
• Prepared weekly operational reports contributing to improved clinic performance
monitoring.
Company industry:
Accounting

Customer Service Officer

November 2021 - January 2022

Majid Al Futtaim

Fujairah, United Arab Emirates

November 2021 - January 2022

• Delivered high-quality customer service, ensuring positive guest experiences and
effective issue resolution.
• Managed cashiering and payment transactions with accuracy and compliance.
Company industry:
Retail & Wholesale

Service Center Assistant

January 2017 - January 2017

Tasheel Services Centre

Fujairah, United Arab Emirates

January 2017 - January 2017

• Processed government service transactions including Emirates ID and Ministry of
Labour applications.
• Ensured compliance with government regulations and accurate documentation
handling. Provided customer guidance on regulatory requirements and service
procedures. Provided customer guidance on regulatory requirements and service
procedures.
Company industry:
Call Centers & Customer Care Outsourcing

Education

Higher Colleges of Technology

January 2016

January 2016

Bachelor's degree, Leadership

United Arab Emirates

Skills

Licensing
Expert
Licensing
Expert
حسن ادارة الوقت
Expert
حسن ادارة الوقت
Expert
Media
Expert
Media
Expert
Community Health
Expert
Community Health
Expert
Leadership
Expert
Leadership
Expert
COMMUNICATION SKILLS
Expert
COMMUNICATION SKILLS
Expert
SCHEDULING
Expert
SCHEDULING
Expert
MICROSOFT EXCEL
Intermediate
MICROSOFT EXCEL
Intermediate
CREATIVITY
Intermediate
CREATIVITY
Intermediate
ADAPTABILITY
Intermediate
ADAPTABILITY
Intermediate
HEALTH ADMINISTRATION
Intermediate
HEALTH ADMINISTRATION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
TEAMWORK
Intermediate
TEAMWORK
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
MEDICAL TERMINOLOGY
Intermediate
MEDICAL TERMINOLOGY
Intermediate
MICROSOFT WORD
Expert
MICROSOFT WORD
Expert
MICROSOFT WORKS
Intermediate
MICROSOFT WORKS
Intermediate
ORGANIZATIONAL SKILLS
Intermediate
ORGANIZATIONAL SKILLS
Intermediate
PHOTOGRAPHY
Expert
PHOTOGRAPHY
Expert
PUBLIC SPEAKING
Intermediate
PUBLIC SPEAKING
Intermediate
ANALYTICS
Intermediate
ANALYTICS
Intermediate
COST REDUCTION
Intermediate
COST REDUCTION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
HEALTH ADMINISTRATION
Intermediate
HEALTH ADMINISTRATION
Intermediate
KPI REPORTING
Intermediate
KPI REPORTING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
REGULATORY COMPLIANCE
Intermediate
REGULATORY COMPLIANCE
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
COST REDUCTION
Intermediate
COST REDUCTION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
HEALTH ADMINISTRATION
Intermediate
HEALTH ADMINISTRATION
Intermediate
HEALTHCARE SERVICES
Intermediate
HEALTHCARE SERVICES
Intermediate
KPI REPORTING
Intermediate
KPI REPORTING
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
REGULATORY COMPLIANCE
Intermediate
REGULATORY COMPLIANCE
Intermediate

Languages

Arabic
Expert
English
Expert

Hobbies

  • Photography
    In 2012 I had my own camera, I started taking photos for my family and friends only. Throughout the 4 years of my study on college, i was not had time to do anything just focusing on my study. In 1-5-2016 I started my own business for photography, taking photos for models, makeup, products and working on videos.
  • Volunteer work
    I start liking the volunteer work from college were they asked us to collect volunteering hours as a part of graduation process. I volunteer in many places and activities and it was fun and its added to my personality.
  • Reading
    I love reading Arabic stories and some books of poems but the short one like reflections. Now I tend to read books about real people experience, life changes and books about self-improvement. Also now my focusing on starting to read books in English.