Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Mohammed Al Shamsi

Mohammed Al Shamsi

Abu Dhabi,UAE

Summary

Accomplished Contact Centre Manager, dedicated to improving staff productivity and performance across services. Ensuring exceptional quality standards through quality and training, leading by example to inspire and motivate teams to success.

Overview

10
10
years of professional experience

Work history

Contact Centre Manager

Cleve land Clinic Abu Dhabi
Abu Dhabi
01.2022 - Current
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
  • Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
  • Conducted audits and risk assessments to achieve regulatory compliance.
  • Monitored customer calls and communications, ensuring exceptional quality standards.
  • Used exceptional verbal and written communication skills to effectively, efficiently resolve the customer queries and complaints.
  • Developed social media presence and tracked activity to increase the patient.

Contact Centre Supervisor

Cleve Land Clinic Abu Dhabi
01.2018 - 12.2021
  • Monitored incoming and outgoing call quality, implementing additional staff training as needed to uphold quality standards.
  • Led by example in upholding exceptional quality standards throughout audit and action plan.
  • Used effective delegation to ensure weekly tasks were performed, and targets were met.


Contact Centre Agent I

Cleve Land Clinic Abu Dhabi
01.2017 - 12.2017
  • Recommended call routing strategies, reducing average on-hold times.
  • Attended regular product training to enhance customer advice.
  • Achieved daily performance targets, aiding department progression towards sales goals.
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
  • open files for the patients
  • booked an appointment for the patient based on the reason of visit.
  • Support the back-office team with requests received through the website and referrals.
  • Support and shadow with new agents

Contact Centre Agent II

Cleve Land Clinic Abu Dhabi
01.2016 - 12.2016
  • Recommended call routing strategies, reducing average on-hold times.
  • Attended regular product training to enhance customer advice.
  • Achieved daily performance targets, aiding department progression towards sales goals.
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.

Video Photographer

NATIONAL MEDIA COUNCIL ABUDHABI
01.2013 - 01.2016
  • Sheikh Khalifa foundation for philanthropy in Tajikistan - Media Coverage
  • Sheikh Khalifa foundation for philanthropy in Malawi - Media Coverage
  • Ruler's representative court in AlAin - Videographer
  • Arab Parliament in Egypt and Libya - Media Coverag

Education

HIGH SCHOOL DIPLOMA

BACHELOR OF PUBLIC RELATIONS AND MEDIA

Skills

  • Training and development
  • Quality standard improvements
  • Statistical analysis
  • Call monitoring
  • Lead qualification
  • Financial administration
  • Hiring and training
  • Compliance understanding

Languages

English
Beginner
Arabic
Beginner

Timeline

Contact Centre Manager

Cleve land Clinic Abu Dhabi
01.2022 - Current

Contact Centre Supervisor

Cleve Land Clinic Abu Dhabi
01.2018 - 12.2021

Contact Centre Agent I

Cleve Land Clinic Abu Dhabi
01.2017 - 12.2017

Contact Centre Agent II

Cleve Land Clinic Abu Dhabi
01.2016 - 12.2016

Video Photographer

NATIONAL MEDIA COUNCIL ABUDHABI
01.2013 - 01.2016

HIGH SCHOOL DIPLOMA

BACHELOR OF PUBLIC RELATIONS AND MEDIA

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Mohammed Al Shamsi