Summary
Overview
Work History
Education
Skills
References
Certification
Languages
Portfolio
Timeline
Generic

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

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Abdulrahman Yousif Mohamed Alrayes