Abdulrahman Yousif Mohamed Alrayes
Dubai
Summary
To work at a dynamic organization in a challenging work environment where I am able to utilize my skills and knowledge to achieve high levels of productivity, evolve within the organization and climb the corporate ladder to a senior level.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Care Senior Officer
Al Jalila Hospital
07.2015 - Current
- Manage, coach, and mentor the customer care / patient relations team to deliver high quality service.
- Serve as escalation point for complex or sensitive patient / family complaints and issues; ensure proper follow‑up, documentation, root cause analysis, corrective and preventive actions.
- Develop, implement, and monitor customer care performance metrics (e.g. response time, resolution time, patient satisfaction scores).
- Oversee patient feedback systems (surveys, suggestion boxes, online reviews, etc.) and use data to identify trends, gaps, and opportunities for improvement.
- Monitor patient flow through admissions, OPD, inpatient units etc., to ensure minimal wait times and effective communications.
- Ensure patient registration, billing, insurance, and related processes are handled efficiently and transparently.
- Coordinate with other departments (clinical, nursing, phlebotomy, radiology, lab, billing, etc.) to facilitate smooth service delivery.
- Ensure that all staff adhere to hospital policies, standards of care, data privacy/confidentiality, and regulatory requirements (DHA, JCI etc.).
- Prepare regular reports for leadership on customer care KPIs, case studies, escalations, and process improvement initiatives.
- Conduct training sessions / workshops for frontline staff in customer care best practices, communication skills, conflict resolution, etc.
- Lead or contribute to customer experience improvement projects.
- Ensure proper management of feedback/complaints system (logging, tracking, closing, follow up).
- Represent the hospital in patient experience forums, internal meetings, as required.
- Developed and implemented operational policies to enhance patient care efficiency.
- Led cross-functional teams in optimizing workflow processes across various departments.
Customer Service Officer
Sharjah Islamic Bank
05.2008 - 05.2015
- Provide full range of banking products/ services currently on offer from SIB
- Process chequebook request, debit cards, stop payments, signature change requests and other routine transaction
- Support CSOs' and OAO whenever needed
- Scans customer's signature of all new accounts
- Custodians of undelivered chequebooks
- Custodians of undelivered debit cards and captured cards
- Custodians of online service
- Handle and process Fixed Deposits Local currency
- Responsible for Visa cards, all bank formats/ applications, i.e. application of new accounts/ Credit cards chequebook, etc.
- Opening all types of Accounts.
- Process all types of Murabaha, Auto Loans, Share Finance and Hoshi Land.
Education
Bachelor in Law -
Ajman University of Science & Technology
01.2014
High School - undefined
Moaath Bin Jabal Secondary School
06.2006
Skills
- Strategic planning
- Report writing
- Troubleshooting and problem resolution
- Patient care assessment
References
P.S.: Reference and certificates are available upon request.
Certification
- Introduction to Islamic Banking From Emirates Institute for Banking and Financial Studies 27 Jan 2013 to 28 Jan 2013
- English for Bankers I From Emirates Institute for Banking and Financial Studies 14 Oct 2012 to 18 Oct 2012
- MS Outlook From Emirates Institute for Banking and Financial Studies 18 Dec 2011
- Professional Selling Skills From Etisalat Academy 09 Apr 2012 to 11 Apr 2012
- Volunteer in Federal National Council Elections 24 Sep 2011
- Heart Saver First Aid & CPR/AED (2010 Guidelines) From Jebel Ali International Hospital 13 Jul 2011
- Train the Trainer From Sharjah Islamic Bank. 03 Jun 2010
- ICDL Certificate From Computrain 24 Feb 2008
- Administrative Skills Certificate From New Horizons 08 Jun 2008 to 19 Jun 2008
- Summer Training In Dubai Courts 01 Jul 2007 to 16 Jul 2007
Languages
Arabic
English
Urdu
Portfolio
- Name: Abdulrahman Yousif Mohamed Alrayes
- E-mail: Ay.alrayes@gmail.com
- Mobile Tel: 0504884656
- Date of Birth: 03/Aug/1989
- Nationality: Emirati
- Address: P. O. Box 13000 Dubai, UAE
- Marital status: Married
Timeline
Customer Care Senior Officer
Al Jalila Hospital
07.2015 - Current
Customer Service Officer
Sharjah Islamic Bank
05.2008 - 05.2015
High School - undefined
Moaath Bin Jabal Secondary School
Bachelor in Law -
Ajman University of Science & Technology