Mouhammed ElTemmamy

Business Portfolio

• Established and leading Abu Dhabi Telemedicine Center operations department and Mubadala Health integrated digital support services for Abu Dhabi Telemedicine Center, Healthpoint, Imperial Collage London, Capital Health Screening Center, Amana Healthcare, UE Medical Group, etc.
• Developing, leading and offering Customer Relationship Management (CRM) system across all Mubadala Health assets.
• Leading and offering contact center voice services including inbound, outbound, etc.
• Leading and offering back office support services such as social media, web requests, app requests, virtual Health Information Management System (VHIMS), integrated physician referral center, integrated imaging platform, etc.
• Leading and offering operations Quality and Patient Safety Services such as quality assurance and monitoring, training and development, real time monitoring, workforce management, patient feedback, etc.
• Leading and offering clinical support services such as physician template management, post authorization requests, internal referrals, no show follow ups, post imaging follow ups, patient retention, etc.
• Leading and offering global patient services, medical tourism, patient and family assistant programs, etc.
• Managing more than 2M interactions yearly for all Mubadala Health assets.
• Leading patient experience, feedback, complaints, voice of patient, and process improvement programs.

Business Growth

• Increasing business portfolio and service offering by minimum of 20% growth on yearly basis.
• Cresting opportunities for synergies across all Mubadala Health assets that drive increase in revenue and operating cost reduction.
• Managing daily operations of organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
• Developing and optimizing organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
• Supporting development and implementation of strategic initiatives to grow business into new markets, increase market share and diversify into new business models.

Relationship Management

• Building and Managing and sustain relationship between Abu Dhabi Telemedicine Center and Mubadala Health assets to ensure sustainable knowledge transfer, feedback gathering and identifying of improvement opportunities.
• Conducting monthly, quarterly and yearly meetings with all stakeholders and clients for reviewing business performance and opportunities for growth and improvement.

Finance and Budgeting

• Managing and track operations budget, and contracting with Mubadala Health assets for digital support services.
• Leading organization facilities and FM services across four locations in Abu Dhabi and Al Ain.
• Leading marketing and communications functions across all Abu Dhabi Telemedicine business streams.

People Leadership

• Leading staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational efficiency and quality of services.
• Recruiting, mentoring, supporting and coaching of new managers and head of departments.
• Leading and overseeing +250 employees in operations department across all business functions.

• Developing and executed contact strategies and improved end-to-end processes and patient satisfaction ratings.
• Directing, guiding, coaching and mentoring team of 60 inbound agents, back office agents and surpassed individual and corporate goals.
• Setting departmental processes, workflows and strategies in alignment with higher management to achieve cooperate goals.
• Responsible for reporting and analysis of departmental performance, areas of improvement, business growth, etc.
• Pro-actively addresses concerns, issues or escalating issues.
• Setting contact center agents KPIs and quality matrix, and conducting performance reviews and yearly appraisals.
• Monitoring call volumes and staffing levels to ensure efficient contact center operations.
• Responsible for all media interactions with patients directed from Facebook, Twitter, Instagram, etc.
• Ensuring compliance with policies and procedures for Appointment Scheduling and all non-voice interactions through conducting auditing and process improvement mechanisms.
• Responsible for all engagement activities and initiatives for whole business unit.
• Responsible for workforce management, planning, forecasting and reporting.
• Responsible for all Media campaigns interactions with patients, planning and reporting.
• Reviewing quality of work of agents to ensure they are answering calls in timely, friendly and professional manner, and scheduling appropriately.
• Ensuring all reporting and metrics are completed by agents.
• Supporting follow-up work of agents, providing advice, guidance, and links to Finance Department as required.
• Working collaboratively with nursing and medical departments in coordinating schedules to ensure seamless and positive patient experience.
• Supporting handling of international patients including coordination, follow-up and understanding of international insurance business programs.
• Responsible for delivering results for key performance indicators of Contact Center.
• Relationship management of key stakeholders, which include all clients.

• Managing sales and after sale/service operation which include service appointment booking (Major, Minor, Loop, Recall, etc.) for various Al-Futtaim Group Automotive clients in Middle East such as Lotus (Middle East) – FISKER (UAE) – Toyota (UAE) – Honda (UAE, Qatar, Oman and Egypt) – Honda Marine (UAE, Qatar and Oman) – Honda Motorcycle (UAE, Qatar, Oman and Egypt) - Chrysler (UAE) – Jeep (UAE) – Dodge (UAE) – Ram (UAE) –Volvo (UAE) - FAMCO (UAE, KSA) – Al-Futtaim Automall (UAE).
• Managing CSI and pulse surveys of all above-mentioned brands on monthly basis for Sales and After Sales and reporting it to clients.
• Creating and modifying CSI questionnaire to meet customer expectations and breach any gaps that clients might want to emphasize on.
• Managing any recall campaign for group automotive brands and any pulse surveys for first 1000 Km service.
• Managing and reporting all customers’ complaints and suggestions to regional head office with suggested action plans.
• Monthly visits to all service centers to review customers’ satisfaction outcome, CSI and customer engagement rates with all management members.
• Setting up new processes and matrix for any new business or account for customer service, satisfaction with action plans and setting up KPIs for service operations.
• Managing CSAT of call center for all our clients (Al-Futtaim Group Companies).
• Managing customer service operations of Al-Futtaim Dubai Festival City, Doha Festival City, Cairo Festival City, Plug-Ins, Arab Orient Insurance, Esprit, Ace (UAE, and KSA) and Marks and Spenser.
• Responsible for all clients’ relationships and contracts with group contact center, creating new structure for sales and after sales customer service operation and attracting new businesses.
• Offering suggestions and recommendations for businesses to enhance after sales operations and customers’ satisfaction rates.
• Relationship management of key stakeholders, which include all clients that I have mentioned.
• Recruiting agents, team leaders and quality analysts.
• Generating monthly/weekly reports to all stakeholders.
• Creating new proposals and contracts to attract new businesses/processes.
• Ongoing operational management of service delivery, ensuring fulfillment and cost efficiency.
• Establish strategies for regional growth to meet forecast call and web enquiries volumes. This will include input on organizational decisions concerning key investments and scale opportunities, as well as creatively using workforce management techniques to maximize utilization of existing resources.
• Establishing communication processes with multiple contact centers in region to
• Identifying staffing challenges, call drivers, and other factors that could negatively affect service level or customer experience.
• Developing talent among team to ensure analytical steps are taken for continuous improvement.
• Reviewing routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive.
• Providing project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs

• Monitoring and analyzing 50 employee performance and productivity through KPIs.
• Responsible for employees’ adherence and compliance.
• Monitoring employees’ quality and customers’ feedback.
• Complete and comprehensive reporting and analyzing of company/department goals and clients’ SLAs achievements.
• Responsible for team building, enhancing, assessing, appraising and hiring.
• Responsible for driving growth of revenue and profit margins.
• Innovating, increasing business opportunities and company/department financial income.
• Interpreting financial data and drawing conclusions.
• Analyzing operating costs and efficiency.
• Identifying skills gaps and devise hiring strategies.
• Training and improvement, on personal and professional levels.
• Responsible for drawing career path and development plans.
• Winning business from key target clients.
• Implementing systems that reward good staff performance & competence.
• Motivating & providing strong leadership to all departments.
• Developing company’s commercial processes including account management and marketing.

• Monitoring and analyzing 50 employee performance and productivity through KPIs.
• Monitoring employees’ quality and customers’ feedback.
• Complete and comprehensive reporting and analyzing of company/department goals and clients’ SLAs achievements.
• Conducting sales and customer service campaigns.
• Innovating, increasing business opportunities and company/department financial income.
• Identify skills gaps and devise hiring strategies.
• Training and improvement, on personal and professional levels.
• Motivating & providing strong leadership to all departments.
• Mentored and guided employees to foster proper completion of assigned duties
• Built strong relationships with customers through positive attitude and attentive response
• Adhered to rigorous standards for customer service, merchandising and operational safety
• Initiated timely response to emails, voicemails and written correspondence
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service

• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
• Completed daily cold calling and outreach to build sales pipeline.
• Recorded contact information of customers and potential customers in internal database.
• Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
• Attained AED 12M in sales targets on monthly basis.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas
• Handled high-volume telemarketing operations with expert use of client management software and computer dialing
• Completed daily cold calling and outreach to build sales pipeline
• Escalated concerns or advanced problem calls to management staff
• Assisted with training and orientation of new employees