موزة محمد

Customer Experience Supervisor·Heka Healthcare Services

الإمارات العربية المتحدة

بكالوريوس, Leadership

الخبرة العملية

مجموع سنوات الخبرة: 4 سنوات, 7 أشهر

Customer Experience Supervisor

نوفمبر 2024 - حتى الآن

Heka Healthcare Services

الفجيرة، الإمارات العربية المتحدة

نوفمبر 2024 - حتى الآن

• 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.

مجال الشركة:: خدمات الرعاية الصحية الأخرى

Healthcare Officer

يناير 2024 - حتى الآن

Heka Healthcare Services

الفجيرة، الإمارات العربية المتحدة

يناير 2024 - حتى الآن

• 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.

مجال الشركة:: خدمات الرعاية الصحية الأخرى

Front Desk Administrator

يناير 2022 - نوفمبر 2023

MAS Medical Centre

الفجيرة، الإمارات العربية المتحدة

يناير 2022 - نوفمبر 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.

مجال الشركة:: المحاسبة

Customer Service Officer

نوفمبر 2021 - يناير 2022

Majid Al Futtaim

الفجيرة، الإمارات العربية المتحدة

نوفمبر 2021 - يناير 2022

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

مجال الشركة:: البيع بالتجزئة وبالجملة

Service Center Assistant

يناير 2017 - يناير 2017

Tasheel Services Centre

الفجيرة، الإمارات العربية المتحدة

يناير 2017 - يناير 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.

مجال الشركة:: الاستعانة بالمصادر الخارجية لخدمة العملاء

التعليم

Higher Colleges of Technology

يناير 2016

بكالوريوس، Leadership

الإمارات العربية المتحدة

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

اللغات

العربية

المستوى: متمرّس

الانجليزية

المستوى: متمرّس

الهوايات

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.