Nedhal Shaheen

Management Consultant at self employed

• Kuwait - Al Kuwait
• My current job since July 2021

CRM Consultant (PR & Projects Consultant) at Jarallah German Specialized Clinics

• Kuwait - Hawali
• April 2021 to July 2021

Develop and manage overall operations of PCR, customer services, call center, and public relations departments.

Project completed and submitted successfully and running up to date

CRM Consultant (Outbound Sales Consultant) at Royal Group of pharmacies

• Kuwait - As Salimiyah
• November 2020 to March 2021

CRM consultancy to develop and manage overall operations of call center, insurance and delivery department.

Project completed and submitted successfully and running up to date

Administration Manager at Hadi Clinic

• Kuwait - Hawali
• May 2016 to December 2019

 Member of 4 Hospital committees
 Participated in the creation and implementation of the organizational strategic plan
 Developed a Balanced Score Card for the departmental and organizational levels
 Managed the overall operations for both Inpatient processes and Outpatient Processes
 Managed the Customer Service employees and call center employees while ensuring high levels of service quality
 Oversaw the setting of employee schedules and leave plans
 Monitored employees' performance and developed training plans were needed
 Handled patient complaints ensuring that patients leave the hospital satisfied
 Managed patient suggestions and discussed them with management when required
 Responsible of all transportation in and outside the hospital
 Created an authority matrix within the department including a list of duties & responsibilities
 Restricted the customer service department and created new procedures and workflows
 Implemented a new HIMS through the customer service units
 Responsibility of all management issues and incidents that may occur outside of working hours
 Conducted manpower planning and resource allocation within the department
 Partook in interviewing and selecting candidates
 Created and implemented a new patients satisfaction procedure for both in-patient and out-patient units
 Planned & developed a salary scheme for new recruits within the department
 Oversaw all F&B activities, food preparation for patients, room service and food preparation for employees
 Managed the relationships with VIP customers, such as the governmental sector and dealt with challenges they faced within the hospital to ensure their satisfaction.
 Coordinated with support departments, such as IT, HR and marketing
 Acted as an Assistant General Manager

Sales & Operations Manager at Majesty Group

• Kuwait - Al Kuwait
• July 2012 to April 2016

 Responsible for the overall management of a Digital marketing company
 Monitored overall customer satisfaction and managed customer complaints
 Developed relationships and maintained communication with clients
 Analyzed operations and sales performance and provided feedback, guidance, training & encouragement in order to impact results
 Developed and implemented operational procedures and marketing channels
 Represented the company is sales pitches for important clients
 Responsible for developing and maintaining operations and sales strategies
 Responsible for the company CRM to insure international standards are implemented
 Created a new links of business
 Managed the IT department
 Acting assistant general manager

Assistant General Manager / Operations & Marketing Manager at Front Liners Company

• Kuwait - Al Kuwait
• August 2009 to January 2012

 Responsible for the overall management of a Contact Center outsourcing company
 Responsible for all operational issues and ensuring international standards are implemented
 Responsible for the overall performance of both manpower and projects
 Monitored overall customer satisfaction and managed customer complaints
 Developed relationships and maintained communication with clients, vendors and end users
 Analyzed contact center performance and provided feedback, guidance, training & encouragement in order to impact results
 Developed and implemented operational procedures and marketing channels
 Conducted training for all call center employees (agents, shift leaders, Team Leaders, Supervisors) as well as sales and marketing employees
 Represented the company is sales pitches for important clients
 Responsible for developing and maintaining and new revenue channels

Operations & Marketing Manager at Global Connection

• Kuwait - Al Kuwait
• March 2008 to October 2009

 Overall management of the contract center outsourcing business
 Established the full structure of the Contact Centre
 Developed the manpower through recruitment and training
 Created and implemented a full-fledged strategy to cover both marketing and operations
 Lead the management team and reported directly to the CEO
 Successfully represented the company in several exhibitions and events
 Introduced the CRM Consultancy services into the Kuwait market

Front Offices & Patients services Manager at TAIBA HOSPITAL

• Kuwait
• October 2006 to January 2008

 Managed all activities related to the main reception and the clinic secretaries, medical records, rooms service, call center, housekeeping and F&B
 Handled the admission and discharge offices
 Restructured the department and updated job descriptions and workflows
 Handled recruitment of new joiners to the department
 Oversaw the preparation of employee schedules and leave plans
 Monitored the performance of employees and introduced training and remedial action where needed
 Monitored the performance of the various clinics within the hospital
 Managed patient complaints and strived to achieve customer satisfaction
 Responsibility of all the management issues after working hours
 24 hrs on call for all emergency cases, such as: death, ambulance and outdoor transportation requirements
 Handled all activities related to Public Relations
 Partook in the preparations and opening of Taiba Specialized Clinics in Farwaniya
 Partook in the preparations & opening of the Specialized ER in the hospital

Project Manager at Daleel International Company

• Kuwait - Al Kuwait
• June 2005 to November 2006

 Managed two call center projects for two separate companies
 Led the complete operations of the projects
 Studied all client requirements
 Handled development Studies
 Managed the entire recruitment requirements for the project
 Conducted manpower allocation as needed
 Developed employees schedules
 Conducted team training on contact center required skills
 Monitored all the performance criteria
 Handled long term projects locally and remotely

Business Developing Manager at HIND ALSANEA EST.

• Kuwait - Al Kuwait
• January 2003 to May 2005

 Conducted an overall review of the salary scale and grading system
 Created a matrix of authority and responsibility for the department
 Acted as a PR manager when required
 Represented the company to clientele in Germany
 Setup a marketing plan for distributing the product throughout Kuwait
 Promoted the product in Kuwait & Middle East
 Lead the team responsible for advertising in order to promote new products (filters)
 Took the lead in conducting research for research for new agencies & overseas contracts

Call Center Supervisor at Gulf Net International (KEMS)

• Kuwait
• June 1996 to May 2003

- Supervised all customer support activities
- Worked on Customer Support development studies
- Responsible for Manpower allocation, shifts and schedules
- Responsible for the Work shop & field Eng.
- Managed the Training Center
- Insured that equipment maintenance was done in a periodic and systematic manner for the engineering department, as well as the sales and marketing Departments
- Monitored performance criteria

Training Centre Organizer at ZAJIL (KEMS)

• Kuwait - Al Kuwait
• June 1996 to May 2003

- Training Center Management
- Organized all schedules and curricula
- Ensured that the courses were provided on time, ended on time and ensured overall customer satisfaction
- Developed curricula and exams based on the course / subject requirements

Organizer & IT Manager at Prepaid Online

• Kuwait
• December 2001 to January 2003

- Built a complete Customer Support Department, including call center, customer care, as well as technical troubleshooting
- Took the lead in planning the introduction of new products into the market (mobiles &prepaid vouchers)
- Conducted an overall review of all staff grades and salaries schemes
- Built and implemented a new chart of tasks and responsibilities
- Developed a new strategy for the sales and marketing team
- Built a new internal LAN solution
- Installed needed servers (NT &Linux) to communicate with South Africa &Venezuela

Executive Manager at Delmon International Group

• Kuwait
• February 1997 to July 1999

- Project Holding
- Employees Directing
- Sales & Marketing Managing
- Exhibitions organizing
- Public Relation

Sales & Marketing Manager at Hinters Advertising Company

• Kuwait
• June 1995 to June 1997

- Exhibition & Public relations Managing
- Sales and Marketing Managing
- Marketing Plans Responsible