Mohamed Abdel Hafiez

• Manage large amounts of inbound and outbound calls in timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when arise
• Build sustainable relationships and engage customers by taking extra mile
• Frequently attend educational seminars to improve knowledge and performance level.
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Prepared variety of different written communications, reports and documents.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Worked with customers to understand needs and provide excellent service.
• Conducted research, gathered information from multiple sources and presented results.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Resolved problems, improved operations and provided exceptional service.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Answer customer’s questions regarding DHA regulation.
  • Schedule appointments in all government hospitals and PHCs centers.
  • Research required information using available resources;
  • Identify and escalate priority issues per Client specifications.
  • Offer alternative solutions where appropriate with objective of retaining customers’ and clients’ business.
  • Follow up and make scheduled callbacks to customers where necessary, Stay current with system information, changes, and updates.
  • Native work on system for health regulation sector for facilities and professionals for license.
  • handling data flow systems and solving technical issue for customers.
  • Handling patients, referral sources, and administrative department inquires.
  • Native work in Salama System Hospitals Primary Health Centers and Specialty Centers.
  • Entering patient information into customer information system
  • Ensuring customer satisfaction and assisting them with issues/concerns related to their health.
  • Serving as backup when other employees are out due to absent staff members.
  • Making decisions as needed off-hours or without supervision to ensure uninterrupted supply of products to customers.
  • Developing knowledge of customer needs and trends to improve customer satisfaction and loyalty.
  • Becoming educated in qualifications of multiple insurances to ensure clean order intake.
  • Welcome customers/patients as arrive at CSR counter and inquire about how would like to be assisted.
  • Provide necessary information regarding facility’s services and doctors’ availability.
  • Obtain necessary patient information such as medical histories and insurance information and ensure that it is properly processed and recorded.
  • Contact insurance companies to verify coverage and benefits and provide doctors with feedback on coverage and copays.
  • Assist patients in understanding how their insurance coverage works and calculate and present copays.
  • Execute medical equipment and supplies orders from vendors and suppliers and ensure that are expedited.
  • Follow-up with doctors and nurses to obtain necessary information to complete patients’ records.
  • Process payments for services rendered and assist with billing procedure.
  • Provide feedback and information to coding and billing personnel in bid to streamline accounting processes.
  • Respond to queries from customers/patients / family members and insurance companies over telephone and through emails.
  • Monitor call status for responses from various departments to ensure that call returns are done in timely manner.
  • Follow-up with callers within specified period of time (24 hours usually) to ensure customer satisfaction.
  • Answering customers' inquiries via Chat, Email, and social media. providing right information. Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services.
• Exceeded goals through effective task prioritization and great work ethic.
• Worked with customers to understand needs and provide excellent service.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Responded to customer requests for products, services and company information.
• Resolved over 180 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Maintain and implement construction proforma / budget for each project
• Negotiate pricing contracts with subcontractors and suppliers
• Create scopes of work
• Issue purchase orders for procurement and expedition of materials and equipment for jobs
• Meet subcontractors and suppliers on-site as necessary
• Ensure compliance to project budgets and provide analysis of deviations
• Ensure accurate takeoffs to ensure budgets are accurate
• Research new materials for design and cost savings
• Maintain subcontractor and supplier insurance policies
• Develop and implement new purchasing strategies to deliver ongoing cost reductions and process simplification
• Maintain relationships with subcontractors and suppliers
• Establish new relationships with subcontractors and suppliers to ensure adequate resources for all projects and to continually improve pricing and quality of work
• Assist in ensuring awareness and company compliance with all building codes and local construction guidelines
• Assist in maintaining company quality control program
• Leverage technology, safety measures, and information sharing to increase productivity and profitability
• Assist in settling invoice or contract disputes
• Handle change order requests
• Forecast upcoming demand
• Maintain sub/supplier information on company online management systems
• Manage materials/equipment inventory

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Submitted service tickets for equipment maintenance requests.
• Managed high levels of call flow and responded to network technical support needs.
• Responded promptly to incoming sales leads and requests for technical support.
• Researched product and issue resolution tactics to address customer concerns.
• Promoted efficiency among departments with prompt resolution of system issues.
• Used ticketing systems to manage and process support actions and requests.
• Configured hardware and granted system permissions to new employees.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Opens customer accounts by recording account information.
  • Maintains customer records by updating account information.
  • Resolves product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution.
  • Determines requirements by working with customers.
  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Maintains call center database by entering information.
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Updates job knowledge by participating in educational opportunities.