Ibrahim Hassan
Costumer Service Professional
Dubai
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Al Zahra Hospital
Dubai
07.2021 - Current
- Identify and recommend enhancements and best practices for the improvement of customer experience.
- Manage high value patients complaints, ensuring all complaints and feedbacks is objectively investigated, analyzed and responded to within stipulated timeframe.
- Communicated regularly with patients about billing issues, appointments and procedures.
- Obtained patient information to properly record and document demographics and medical histories.
- Assisted patients in understanding how insurance coverage works and calculated copays.
- Assisted patients with obtaining and rescheduling appointments.
- Followed up with doctors and nurses to obtain necessary information to complete patients' records.
- Interacted with 15+ insurance companies to verify patient eligibility and benefits.
- Used Sage to post payments and record receipts.
- Analyzed patients' abilities to pay for services to determine charges on sliding scales.
- Used medical terminology knowledge to explain procedures, policies and services to patients.
- Managed incoming phone calls to resolve patient inquiries and refer calls to appropriate departments.
- Provided feedback and information to coding and billing personnel to streamline accounting processes.
- Educated clients and families about rights and responsibilities.
Cabin Supervisor
Emirates Airlines
Dubai
10.2011 - 06.2020
- Ensuring team members are following safety and security procedures while maintaining Emirates service standards at all times
- Monitored the progress of in-flight duties and ensure they are implemented on time
- Worked closely with all team members to develop their performance using "Performance Re-view System”, provide feedback and improvement plans and monitor their performance throughout the flight, motivate crew members by acknowledging and rewarding the outstanding performers and ensure a positive report is sent to their line mangers
- Established, developed and maintained positive business and customer relationships, enrolled minimum 10 costumers on each flight into Emirates Skywards Loyalty Program
- Reporting all updates in respective cabins to Purser and Flight
- Deck, maintaining communication flow between cabins, offer extra hands in other cabins whenever needed, and keeping a healthy and blame-free working environment
- First Class Grade:
- Delivered Elite World-winning Inflight costumer experience to
- Emirates high valued first class costumers and royalties while maintaining an effective On-time communication between cabin and flight deck
- Assisting and helping other cabins to deliver the best In-flight services worldwide by offering the bespoke first class touch in lower class cabins
- Sharing work experience and acting as a role model for junior crew by showcase the best practices for career growth and self-improvement.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Answered passenger questions and provided solutions to issues arising during flights.
- Demonstrated knowledge of aircraft safety features and emergency equipment.
- Used excellent customer service skills in addressing passengers' needs.
Education
Bachelor degree - hospitality management
Minia University
09.2005 - 7 2009
Skills
Strong communication skillsTime managementSelf-Motivated and proactive
Complaint resolution
Strategic sales knowledge
Staff education and training
Report preparation
Service standard compliance
Creative problem solving
Account management
Administrative support
Medical terminology knowledge
Outstanding communication skills
Cultural differences expert
Timeline
Customer Service Representative
Al Zahra Hospital
07.2021 - Current
Cabin Supervisor
Emirates Airlines
10.2011 - 06.2020
Bachelor degree - hospitality management
Minia University
09.2005 - 7 2009