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thuria kilani, CRM Communications Specialist

thuria kilani

CRM Communications Specialist·DAMAC Properties

United Arab Emirates

Master's degree, International Management &

Work experience

Total years of experience: 21 years, 7 months

CRM Communications Specialist

January 2023 - Present

DAMAC Properties

Dubai, United Arab Emirates

January 2023 - Present

+ Support customer service operations through CRM-driven customer communications and service
notifications.
« Coordinate customer updates, issue resolution communications, and service-related messaging.
« Collaborate with operations and customer service teams to ensure a consistent and positive
customer experience.

Company industry:
Real Estate

Marketing Manager (Healthcare)

January 2019 - January 2023

DMUH - SS Lootah Group

Dubai, United Arab Emirates

January 2019 - January 2023

« Led patient experience initiatives and customer service communications across hospital
departments.
+ Worked closely with clinical and operations teams to improve patient satisfaction and service flow.
• Supported service quality improvement initiatives through structured communication and feedback
analysis.

Company industry:
Other Healthcare Services
Job role:
Marketing and PR

MarketingManager

January 2019 - January 2022

SS Lootah Group

Dubai, United Arab Emirates

January 2019 - January 2022

Lead global customer engagement and customer experience (CX)
strategies aligned with organizational and international partnership
objectives.
Build, manage, and strengthen long-term relationships with customers,
international partners, and key stakeholders across diverse markets.
Oversee end-to-end customer journeys to ensure consistent, high
quality engagement across all channels and regions.
Act as the primary liaison with international partners and external
stakeholders, fostering trust and collaboration.
Design and manage Voice of Customer (VoC) programs to capture and
translate feedback into strategic actions.
Monitor customer satisfaction, loyalty, and engagement using global CX
metrics, KPIs, and benchmarks.
Collaborate cross-functionally to align customer engagement initiatives
with international standards, policies, and cultural requirements.
Lead service excellence and customer experience improvement
initiatives in multicultural and cross-border environments.
Manage customer and partner escalations and service recovery for
high-impact issues.
Develop and manage frameworks for international partnerships, client
relationships, and MoUs.
Support business growth through customer loyalty, retention, and
international collaboration initiatives.
Prepare executive-level reports, insights, and recommendations on
customer engagement and international performance.

Company industry:
Construction & Building
Job role:
Marketing and PR

Senior Customer Service Executive

September 2018 - April 2019

Dr. Nicolas & Asp

Dubai, United Arab Emirates

September 2018 - April 2019

 Acted as the right hand for the Dental Program Administrator.
 Prepared and distributed program information, medical histories and consent forms by working with point of contact with each patient.
 Monitored the return consent forms.
 Coordinated schedules for portable sites.
 Researched and compiled data for reports and applications.
 Dental Liaison for the document management system (PowerDMS) Materials.
 Tracked and reviewed competencies and other HR Documentation.
 Performed daily data entry into HER: Dentrix Enterprise and GE Centricity.
 Assisted in training new staffs.
 Reviewed dental calendars, reserve space for and organize events such as trainings and meetings.
 Organized and participated reports for all Dental Staff Meetings

Company industry:
Other Healthcare Services
Job role:
Management

Business Development Manager

January 2018 - January 2019

SMS Medical Equipment

Dubai, United Arab Emirates

January 2018 - January 2019

Company industry:
Sales Outsourcing
Job role:
Management

Senior Customer Service Executive

December 2017 - November 2018

University Dental Hospital

Dubai, United Arab Emirates

December 2017 - November 2018

Drs. Nicolas & Asp

Company industry:
Other Healthcare Services
Job role:
Customer Service and Call Center

Marketing Executive

March 2016 - May 2018

SMS Medical Equipment

Dubai, United Arab Emirates

March 2016 - May 2018

 Utilized all available resources to reach out to prospects and attempt to turn them into customers.
 Traveled towards client’s locations to discuss the capabilities.
 Attended industry trade shows to accumulate new leads and make productive contact with existing clients.
 Generated sales reports each week and submitting them to management.
 Collaborated with the management team to improve marketing materials and expand the company’s marketing presence.
 Updated client information in the company’s contact database.
 Stayed on top of the industry’s trends to identify potential opportunities for company’s growth and awareness.
 Delivered a wide range of marketing tactics with support from the executive team and the PR agency, including overseeing web, social Medias, events, customer campaign, partner and press management activities.
 Created effective customer success stories, customer testimonial videos and product demo videos.

Company industry:
Other Healthcare Services
Job role:
Marketing and PR

Senior Customer Service Executive

January 2017 - January 2018

University Dental Hospital

Dubai, United Arab Emirates

January 2017 - January 2018

Company industry:
Dental Center & Clinic
Job role:
Customer Service and Call Center

Patient Relations Manager

November 2009 - November 2017

Mediclinic City Hospital & AMC Center

Dubai, United Arab Emirates

November 2009 - November 2017

Company industry:
Other Healthcare Services
Job role:
Customer Service and Call Center

Patient Relations Manager

November 2009 - October 2016

AMC & Medicine MediClinic City Hospital

Dubai, United Arab Emirates

November 2009 - October 2016

 Project management of operational activities for all patient services programs.
 Established standards in alignment with global, local policy and procedures.
 Identified and provided analysis ad performance review of programs.
 Developed and monitored operations and patient program specific budgets.
 Developed Key massages and positioning for patient services.
 Train new hires and provided updates on patient programs and services to field teams.
 Developed implementations and maintained Standard Operating Procedures to align programs with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business.
 Analyzed program specific performance data, established and implemented plans to achieve strategic goals and key program success indicators.
 Oversaw adherence to customer related escalation and expectation process.
 Developed a solid understanding of patient behavior and trends and how to create or evolve programs and services that will be valued by the customers.

Company industry:
Other Healthcare Services
Job role:
Management

Executive Assistant & Marketing Roles

January 2004 - December 2008

American Hospital, TAF Trading, RSM International

Dubai, United Arab Emirates

January 2004 - December 2008

Company industry:
Trading & Commodity Trading

Executive Assistant & Marketing Roles

January 2005 - January 2008

American Hospital, TAF Trading, RSM International

Dubai, United Arab Emirates

January 2005 - January 2008

Company industry:
Corporate Management Office

Education

Swiss Business School

March 2017

March 2017

Master's degree, International Management &

Switzerland

SwissBusiness School

January 2017

January 2017

Master's degree, International Business Management

Switzerland

SBS Swiss Business School

May 2015

May 2015

Master's degree, International Business

Switzerland

GPA (percentage): 80%

GPA (percentage): 80%

Skills

Conflict Resolution
Expert
Conflict Resolution
Expert
Operation Management
Expert
Operation Management
Expert
Insurance
Expert
Insurance
Expert
International Business Strategy
Expert
International Business Strategy
Expert
Communications skills
Expert
Communications skills
Expert
clinical report writing
Intermediate
clinical report writing
Intermediate
teamwork
Expert
teamwork
Expert
process improvement
Expert
process improvement
Expert
comunication relation
Expert
comunication relation
Expert
risk managment
Expert
risk managment
Expert
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EDITING
Intermediate
EDITING
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
REAL ESTATE
Intermediate
REAL ESTATE
Intermediate
SERVICE IMPROVEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
CUSTOMER ENGAGEMENT
Intermediate
CUSTOMER ENGAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DIGITAL MARKETING
Intermediate
DIGITAL MARKETING
Intermediate
HEALTHCARE SERVICES
Intermediate
HEALTHCARE SERVICES
Intermediate
INTERNATIONAL RELATIONS
Intermediate
INTERNATIONAL RELATIONS
Intermediate
MASTER OF BUSINESS ADMINISTRATION MBA
Intermediate
MASTER OF BUSINESS ADMINISTRATION MBA
Intermediate
MEDICAL CODING
Intermediate
MEDICAL CODING
Intermediate

Languages

Arabic

Native Speaker

English

Native Speaker

Turkish

Intermediate

Training and Certifications

Certifications
Healthcare Regulations Medical Coding (ICD10, CPT4)
Healthcare Regulations
Medical Coding (ICD10

Training
Business Communication
NARD, Dubai College
Jun 2007

Hobbies and interests

Martial arts