CHAYMAA KOUNOUNOU
Shakhbout city zone,UAE
Summary
Experienced professional with a strong background in customer service, team supervision, and public relations strategies. Demonstrates exceptional skills in active listening, communication, and decision making. Proven ability to manage staff complaints, priorities tasks effectively, and maintain high stress tolerance. Adept at employee training and development, business acumen, production reporting, data analysis, and KPI tracking. Committed to leveraging expertise to drive organizational success and enhance team performance.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Inpatient Coordinator / Team Leader
SEHA - SALMA CHILDREN AND REHABILITATION HOSPITAL
Abu dhabi , UAE
07.2022 - 02.2025
- Plan and attend the patient's family meeting with the team to answer their answers and queries and keep them updated on a weekly and monthly basis
- Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere
- Arranging and preparing meetings, in coordination with the concerned department
- Use of appropriate personal protective equipment and safety systems
- Schedule the rotation for the reception team
- Response and resolves the patient's complaint and do an immediate reaction if it's needed and inform the concern department about it
- Communicate with the families and make sure that they are satisfied
- Do the daily round for the audit and the patient concerns and complete the tax that they need
- Assists the Patient Relations Manager with daily operation of the call center to include the training, scheduling and reward/recognition programs
- Communicates all information to Floor Supervisor on daily basis
- Providing personalized assistance to patients with special needs
- Send the daily report to the manager (Patient's concerns, Daily round, Daily room audit...etc.)
- Answering the emails and coordinate with the case management about the cases
- Improved customer satisfaction through close collaboration with the team.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Encouraged open communication, fostering a positive work culture.
- Led project coordination, resulting in timely delivery.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Fostered positive employee relationships through communication, training and coaching.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Created classification systems to manage archives.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
Clinic Coordinator
Burjeel Hospital / VPS Group
Abu dhabi , UAE
09.2021 - 06.2022
- Providing excellent customer service
- Greeting and directing patients to examination rooms
- Answering, investigating, and/or direction patient's inquiries or complaints to the appropriate medical staff member
- Checking and verifying information on patient medical records
- Mastermind ways to improve the quality of customer services in the facility
- Be familiar with emergency and evacuation procedures
- Receiving and answering emails, telephone calls, and mail for the facility
- Collecting and analyzing feedback from the patients to gauge satisfaction and success
- Established strong rapport with patients whilst handling their registration process swiftly and accurately.
- Improved resource availability through streamlined diagnostic services.
- Facilitated the implementation of health and safety regulations, ensuring a safe environment for all parties involved.
- Managed daily service operations through strategic care planning.
- Implemented clear quality standards to maintain first-class patient provisions.
- Improved patient experience by efficiently scheduling appointments and managing patient flow.
Guest Relation Executive
Phoenix Hospital
Abu Dhabi
08.2019 - 08.2021
- Providing excellent customer service
- Receiving and answering emails, telephone calls, and mail for the facility
- Coordinating patient care plans by liaising with all necessary care providers and medical professions to ensure patient needs are met
- Checking and verifying information on patient medical records
- Monitoring the staff members' performances
- Scheduling appointments for patients, nurses, and doctors
- Mastermind ways to improve the quality of customer services in the facility
Education
Diploma degree / High school degree - Science economics and account
01.2015 - 01.2016
Skills
- Customer service
- Active listening
- Communication
- Time management
- Decision making
- Staff complaint management
- Priority management
- Stress tolerance
- Employee training and development
- Public relations strategies
- Business acumen
- Production reporting
- Data analysis
- KPI tracking
- Team supervision
Languages
Arabic
English
French
Personal Information
- Age: 26
- Date of birth: 08/17/98
- Gender: Female
- Nationality: Morocco
- Religion: Muslim
Custom
- Moulouda, Line manager, 050-4610270
- Prof Amr El Shawarby, Head of department, 050-2854584
Timeline
Inpatient Coordinator / Team Leader
SEHA - SALMA CHILDREN AND REHABILITATION HOSPITAL
07.2022 - 02.2025
Clinic Coordinator
Burjeel Hospital / VPS Group
09.2021 - 06.2022
Guest Relation Executive
Phoenix Hospital
08.2019 - 08.2021
Diploma degree / High school degree - Science economics and account
01.2015 - 01.2016
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