Samantha Fadel
Customer Success and Retention Manager
Dubai,
Summary
Experienced Customer Success and Patient Engagement professional with over 9 years in healthcare, fertility, hospitality, and customer relations. Proven track record in leading patient retention strategies, onboarding workflows, and satisfaction programs across international clinics. Strong ability to build trust, foster loyalty, and create seamless patient journeys. Currently leading sales and customer success for ART Fertility Clinics across UAE and Oman with a strategic focus on onboarding, CRM optimization, and long-term patient relationships. Looking to bring these skills to a dynamic remote Customer Success Manager role where I can drive retention and growth through empathy-driven support and proactive communication.
Overview
2026
2026
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Head of Customer Success and Retention
Art Fertility Clinics
6 2023 - Current
- Develop and implement strategic initiatives to improve patient onboarding and retention, resulting in a 20% increase in follow-up cycle bookings within the first year.
- Designed and executed a comprehensive Patient Experience Program, leading to an 94.3% satisfaction score across clinics (Accredited by DOH) and a 15% boost in NPS.
- Collaborate with marketing and product teams to develop effective sales strategies and promotional campaigns, resulting in a 31% increase in lead generation within 6 months.
- Partnered with medical and operational teams to map and improve the full patient journey, addressing pain points and reducing onboarding time by 30%.
- Developed automated workflows and CRM training to ensure consistent patient follow-up, leading to a 12% reduction in churn.
- Conducted one-on-one staff coaching focused on empathetic communication, cross-cultural sensitivity, and handling high-stress patient situations.
- Maintained and monitored KPIs including retention rate, patient lifetime value (LTV), and patient satisfaction metrics.
- Led the development of multilingual patient resources to ensure inclusive communication across touchpoints.
Call Center Operations Manager
Silkor Laser and Aesthetic Center
01.2020 - 05.2023
- Established the Call Center department from inception, overseeing all aspects of its development, including setting up the annual budget, planning, ROI analysis, expense tracking, income recording, and reporting.
- Defined Call Center fundamentals such as SOPs, KPIs, FAQs, call metrics, and hiring procedures.
- Managed a high-volume Call Center handling an average of 9,000 calls per month, with a target of generating 12 million Dirhams in sales for 2023.
- Achieved an impressive annual income growth rate of 27.8% from 2021 to 2022.
- Collaborated closely with the marketing department to develop annual calendars, sales promotions, and marketing strategies, with a focus on major social media platforms.
- Increased customer engagement through social media by collaborating with digital influencers to promote the brand and its offerings
- Prepared comprehensive monthly, quarterly, and yearly reports for presentation to the CEO and senior management, providing insights into performance and strategic recommendations.
- Conducted ongoing market research in the beauty industry, analyzing new services, technologies, pricing strategies, and competitor analysis to identify unique selling propositions (USPs) and maximize sales revenue.
- Successfully marketed Silkors' services to targeted audiences at trade shows and events, expanding the brand's reach and visibility in the market.
Guest Relations Supervisor
Four Seasons Hotel
05.2019 - 11.2019
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Enhanced response and resolution systems to meet changing demands.
- Coached and developed associates to improve soft skills and recovery techniques.
- Motivated and rewarded employees to improve engagement.
Fundraising Officer for UNHCR
Telesupport International (ITG Company)
01.2016 - 03.2019
- Coordinated call center operations for UNHCR through management of operators to meet fundraising targets.
- Managed fundraising donor retention program including individual donors, Middle and Major donor programs.
- Managed fundraising activities and staff to ensure targets and yearly growth are met.
- Achieved 205% of fundraising target in 2018.
- Acted as the focal point between UNHCR and the fundraising team, and delivered accurate and timely information on UNHCR's programs and activities. e.g. formulation of business continuity plans, training of operators on fundraising techniques.
- Developed and implemented fundraising plans and budgets.
- Carried out agent performance management / assessment, which includes weekly reports monitoring agent performance
Sales Executive
TeleSupport International (ITG Company)
06.2014 - 12.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Educated customers on offerings and upsold products and services to increase revenue.
Education
BBA - Business Management
Lebanese International University
10.2016 - 06.2019
Lebanese Baccalaureate - General Sciences
Rashiin High School
10.2015 - 06.2016
Skills
Customer satisfaction
CRM software
Brand awareness
Client onboarding
Customer relations
Lead management
Client retention
Certification
Google Digital Marketing & E-commerce Professional Certificate
Timeline
Call Center Operations Manager
Silkor Laser and Aesthetic Center
01.2020 - 05.2023
Guest Relations Supervisor
Four Seasons Hotel
05.2019 - 11.2019
BBA - Business Management
Lebanese International University
10.2016 - 06.2019
Fundraising Officer for UNHCR
Telesupport International (ITG Company)
01.2016 - 03.2019
Lebanese Baccalaureate - General Sciences
Rashiin High School
10.2015 - 06.2016
Sales Executive
TeleSupport International (ITG Company)
06.2014 - 12.2015
Head of Customer Success and Retention
Art Fertility Clinics
6 2023 - Current
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