Mansourah AlAbbadi

Main Duties:

• Building the Clinic schedule of the "Pain Management" and "Pre Anesthesia Test" Clinics and maintain open schedule for 4 – 6 months as requested
• Blocking schedule and hold slots as per the physician's request
• Update all the changes in the templates as per request
• Updating physicians’ leaves on Amion and implements changes on templates
• Liaising with the Patient Access Representatives and Call Centre agents for patients rescheduling issues
• Scheduling of International Patients, VIPs and Royals with the respective teams
• Collaborate with team members to achieve target results.
• Participating in Team projects (Marketing, assisting in translating RFV and diagnoses to be reviewed by the respective team, IT projects
• Exporting reports and Data from Tableau application as required
• Prepare Power Points slides from Tableau Data and organize team meetings
• Sending reports of the "Pain Management" and "PAT" Clinics to monitor the department productivity, whenever requested
• Administrative coverage during colleagues absence

• Assist the physicians with their admin work, applying for Professional Development requests/reports in the system.
• Organize Physicians' meetings, booking rooms, check attendees’ calendars and send invitations
• Assist the Analyst to create Physicians' profiles to be posted on CCAD website
• Manage master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
• Review screened and distributed daily mail correspondence to appropriate personnel
• Enhanced office productivity by handling high volume of requests per day
• provide administrative coverage for Surgical Coordinator and other secretaries
• update and maintain tracking of Physicians' Life Support certifications and DOH licenses
• Any other duties assigned

• Receive Guest complaints through different channels (e-mail, calls & Personal meeting with Walk-in guests)
• Analyze the complaint and define the main issue, start the investigation process
• Send a response to the guest to acknowledge receipt of his complaint and give a time limit to complete the review the complaint and determine the suitable solution
• Work together with the partners and stakeholders involved in the complaint, contact the airport managers, cabin crews' managers and catering team or whoever is the reference for investigation process
• After the investigation is completed and all the information received, I determine the type of compensation to be provided to the guest
• Follow up the interactions until the end, and reply to the e-mails according the SLA given to clear the queue
• Coordinate with the security department to issue the visit permit to the walk-in guest reported to the head office before arriving to our building, and meeting him at the lobby and escort him to the Guest Relations department meeting rooms
• Liaise with regular, VIPs and Royal guests or their office managers.

• Receive the triggers once assigned to me, and start the document collection process
• Submit the completed applications for security clearance, and file after security clearance
• Prepare the contract and contact the candidate to sign
• Create Employee ID for the successful candidates and prepare for Onboarding and apply for the Health insurance
• Submit files for payroll after collecting the joining forms
• Coordinate with IT to create the e-mail IDs for the New Joiners
• Coordinate with Security to issue the staff ID Cards
• Attend assessment days and collate the Onboarding documents
• Arrange specialized training with external higher education facility

• View online applications, and shortlist the candidates who are meeting the criteria
• Update the applicant’s status according to the recruiting stages they reached
• Prepare the required documents for the assessments days
• Send invitations to the shortlisted candidates, follow up on results of their assessments and update their profiles
• Daily update of the recruitment Master Tracker
• Start documents collection for successful candidates
• Prepare and print Tawteen certificates from website, thereafter, prepare the security pack and submit for Security clearance
• Send offer letter to candidates who are security approved, and submit the file to the onboarding team for the joining process.

• Create files with checklist for the new candidates
• Arrange, prepare and run assessments, and send invitation e-mails for assessments and interviews
• Trigger the candidates in the Igrasp system and update their status
• Conduct call interviews for the candidates
• Update the recruitment report on a weekly basis with the Candidate's final status
• Follow up on documents collection with the On-boarding team.

• Process the visa application on MOI system
• Use Amadeus system to check the tickets
• Deal with world-wide passengers travelling on Etihad Airways, provide them with all information about transit visa rules and procedures
• Solve guest’s problems, and try to get the best solutions by coordinating with duty supervisors or managers
• Solve issues of customers by ensuring all the visas are ready on time at guests arrival, and keep the expired uncollected visas in case of any complaints from guests
• Build good communication relationships with immigrations officers and security section to make our visas process faster and smoother
• In addition of my duties, I always make sure that my colleagues are working properly and there is no pending work
• I always ensure there is a staff member in the department, and manage to cover the gaps
• frequently I exceeded my working hours up to 16 continuous hours especially in disruptions.

• Receive, screen and shortlist new candidates' CVs based their qualification and experience
• Meet the candidates and arrange for their assessments, thereafter notify and invite successful candidates for interview
• Record candidate's exam scores and keep record of results
• Attend several interviews and the induction day for the new joiners.
• Deliver friendly assistance with new hires throughout interviewing and hiring process.
• Document human resources records and maintained confidentiality of sensitive personal information.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Change the date of travel and calculate the fare different and penalty
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Assisted customers by answering questions and responding to inquiries.
• Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
• Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
• Promoted available products and services to customers during service, account management and order calls.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Received multiple positive reviews acknowledging dedication to excellent customer service.

Volunteering in:

• Ministry of Education student's verification list
• Taking attendance and preparing the attendance report
• Preparing list of (KG2) students transferring to Grade 1
• Registration of new students for the next academic year

• Teacher of Quran Memorization and recitation
• Supervising Quran memorization teachers
• Organizing of Islamic and educational competitions
• Regional and national Quran award competitions
• Leading summer Quran programs
• Demonstrated respect, friendliness and willingness to help wherever needed.