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Rawan AlKishawi, HR Specialist

Rawan AlKishawi

HR Specialist·Champion Hospital – General & Rehabilitation

Kuwait

Bachelor's degree, Business Administration - Human Resources

Work experience

Total years of experience: 10 years, 7 months

HR Specialist

January 2024 - Present

Champion Hospital – General & Rehabilitation

Al Kuwait, Kuwait

January 2024 - Present

• Managed end-to-end recruitment for multiple departments, including sourcing, screening,
interviewing, and onboarding.
• Built and implemented salary scale and grading structure aligned with organizational strategy.
• Developed and updated HR policies, procedures, and forms to standardize HR operations.
• Created and updated job descriptions in line with organizational structure.
• Coordinated onboarding processes to ensure smooth employee integration.
• Supported manpower planning and organizational structuring initiatives.
• Administered performance management processes and probation evaluations.
• Handled employee relations, addressing queries and resolving issues effectively.
Company industry:
Other Healthcare Services

HR Administrative Coordinator – Rewards & Organizational Development

January 2021 - January 2024

Dhaman Health Assurance Hospitals Company

Al Kuwait, Kuwait

January 2021 - January 2024

• Developed and created job descriptions for all organizational roles (medical & non-medical).
• Reviewed and ensured alignment of job offers with salary structures, grading, and internal
benchmarks.
• Managed employee transfers and organizational changes using Oracle HR system.
• Administered performance improvement plans (PIP) and coordinated with HRBPs and line
managers.
• Maintained and updated organizational structures and reporting lines.
• Supported performance management and employee recognition programs.
• Coordinated probation reviews and confirmations.
Company industry:
Other Healthcare Services

Assistant Manager – Customer Service

January 2021 - January 2021

We Care Medical & Healthcare Management

Al Kuwait, Kuwait

January 2021 - January 2021

• Monitored call quality and ensured compliance with service standards and operational KPIs.
• Analyzed performance gaps and implemented improvement plans to enhance team productivity.
• Supported recruitment activities, including interviewing candidates and participating in selection
and exit processes.
• Led team coordination by delegating tasks, setting priorities, and ensuring timely delivery of
objectives.
• Tracked and analyzed team performance metrics, providing reports and insights to management.
• Identified training needs and delivered coaching sessions to support employee development.
• Managed employee relations by addressing concerns, resolving conflicts, and promoting
engagement.
• Implemented process improvement initiatives to optimize efficiency and align with organizational
goals.
Company industry:
Medical Hospital

Senior Customer Service Representative (B2B & B2C)

November 2018 - November 2020

OOREDOO Telecom Company

Al Kuwait, Kuwait

November 2018 - November 2020

• Provided product and service information while resolving customer inquiries and complaints
efficiently.
• Investigated issues, identified root causes, and delivered effective solutions with proper follow-up.
• Managed customer billing and payment processes.
• Trained new employees on systems, policies, products, and customer handling procedures.
• Monitored employee performance, learning progress, and evaluation outcomes.
Company industry:
Telecommunications

Contact Center Supervisor

January 2015 - January 2018

Gulf Insurance & Re-insurance Company

Al Kuwait, Kuwait

January 2015 - January 2018

• Handle customer inquiries for Medical, Travel, and Motor insurance; manage major clients
like Afya Retiree Project, KPC, and Equate Petrochemical.
• Review and update policies, advise clients, and ensure efficient claims processing.
• Monitor agent performance and provide coaching.
• Prepare reports and correspondence; respond to clients promptly and professionally.
• Utilize systems including USD, Ticketing, Med-Next, and CRM software.
Medical Claims:
• Guide clients through claims and collect required documents.
• Coordinate with medical approval teams to clarify rejected claims.
• Explain partial or denied payments and resolve related complaints.
Company industry:
Insurance & TPA

Education

European Global University

January 2019

January 2019

Bachelor's degree, Business Administration - Human Resources

Kuwait

Pitman Training Center

January 2012

January 2012

Diploma, Office Administration

Kuwait

Skills

Fast Learning
Expert
Fast Learning
Expert
Communication Skills
Expert
Communication Skills
Expert
Critical Thinking
Expert
Critical Thinking
Expert
problem solving skills
Expert
problem solving skills
Expert
Prioritization
Expert
Prioritization
Expert
Critical thinking and problem solving.
Expert
Critical thinking and problem solving.
Expert
CRM
Expert
CRM
Expert
Professionalism and strong work ethic
Expert
Professionalism and strong work ethic
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DATABASE ADMINISTRATION
Expert
DATABASE ADMINISTRATION
Expert
INSURANCE
Expert
INSURANCE
Expert
LISTENING
Expert
LISTENING
Expert
Computer Skills
Intermediate
Computer Skills
Intermediate
ADMINISTRATION tasks
Intermediate
ADMINISTRATION tasks
Intermediate
Task prioritization.
Expert
Task prioritization.
Expert
Emotional Intelligence.
Intermediate
Emotional Intelligence.
Intermediate
Oral and written communications skills.
Intermediate
Oral and written communications skills.
Intermediate
Coordinating With Others.
Expert
Coordinating With Others.
Expert
Negotiation and persuasion
Intermediate
Negotiation and persuasion
Intermediate
problem solving
Intermediate
problem solving
Intermediate
negotiation
Intermediate
negotiation
Intermediate
mail
Intermediate
mail
Intermediate
typing
Intermediate
typing
Intermediate
Oracle System
Intermediate
Oracle System
Intermediate
Prioritization
Expert
Prioritization
Expert
problem solving skills
Expert
problem solving skills
Expert
Critical Thinking
Expert
Critical Thinking
Expert
Communication Skills
Expert
Communication Skills
Expert
Fast Learning
Expert
Fast Learning
Expert
ADMINISTRATIVE SUPPORT
Intermediate
ADMINISTRATIVE SUPPORT
Intermediate
BUILDING MANAGEMENT
Intermediate
BUILDING MANAGEMENT
Intermediate
BUSINESS ADMINISTRATION
Intermediate
BUSINESS ADMINISTRATION
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE RELATIONS
Intermediate
EMPLOYEE RELATIONS
Intermediate
HUMAN RESOURCE MANAGEMENT
Intermediate
HUMAN RESOURCE MANAGEMENT
Intermediate
JOB DESCRIPTIONS
Intermediate
JOB DESCRIPTIONS
Intermediate
ORGANIZATIONAL DEVELOPMENT
Intermediate
ORGANIZATIONAL DEVELOPMENT
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
SOFTWARE DEVELOPMENT
Intermediate

Languages

Arabic

Expert

English

Expert

Training and Certifications

Certifications
Service Excellence & Communication Skills
Basics of General insurance
Apr 2017
Training
Excel course - Intermediate level
Pitman Training Center
Nov 2022
English Business Writing Skills
American University of Kuwait
Feb 2021