FAZANA HANEEFA

Teams worked with:.

· Worked with Bone & Joint Center ,Cuban Hospital

· Worked with Rumailah and Psychiatry Hospital Contact center.

· Presently working with Complaints Management Contact Center

DUTIES & RESPONSIBILITIES

· Providing general information the caller requires and helping patients to check, re-schedule or cancel appointments.

· Providing important contact numbers as per the callers request.

· Reminding patients about their upcoming appointments.

· Providing all necessary information patient needs to know about an appointment ,consultation fee, reporting time at the OPD, required documents etc.

· Rescheduling or cancelling appointments as per patient’s request.

· Booking appointments for Inpatients that are requested by the nursing station via e-mail.

· Sending SMS to patients a day before their appointment.

· Assisting fellow agents with the work whenever needed.

· Explained online self-help options to patients to promote additional and after-hours support choices.

· Escalated critical patient issues to supervisor immediately to avoid missed and canceled appointments.

· Helped large volume of patients every day with positive attitude and focus on customer satisfaction.

· Complaints Management: Registering complaints ,comments and feedbacks related to Hamad Medical Corporation services To be the first point of contact for all hospitals or patient related issues.

· Escalating the registered cases to the Complaints Resolution Officers.

· Managing My Health Portal inquiries.

· Providing support by resolving technical issues while registering for the patient’s account.

· Quality checking calls for monthly evaluation.

· Filing, documenting and organizing forms and other necessary documents in the department.

· Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

· Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

· Streamlined operations of multiple lines within organization.

· Built, managed and coached insourced and outsourced teams.

· Introduced team contests and goals to enhance productivity and improve employee morale.

· Handled patient complaints, resolved issues to meet changing needs.

· Developed training, task and process guidelines and communicated clear and concise directions to employees.

· Collected patient feedback and made process changes to exceed customer satisfaction goals.

· Offered basic technical support for patients on wide range of applications.

· Addressed patient complaints and mitigated dissatisfaction by employing timely and on-point solutions.

· Coordinated solutions for high volume of patient inquiries per day while meeting and exceeding performance quotas.

· Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.

· Submitted reports to management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.

· Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.

• To handle Business inquiries and follow up applications processing.
• Provide technical support (Blackberry, Internet, mobile, applications processing) and communicate with other Ooredoo sections including account managers in order to fulfill customers’ requirements.
• To handle official e-mails for VIP and corporate customers that is the electronic Ooredoo business Interface to the world.
• To arrange internet installation appointment for companies.
• To handle call for VIP & Corporate customers.
• To provide support to Mobile Money Team.
• Determine requirements by working with customers.
• Answering inquiries by clarifying desired information, researching, locating, and providing information.
• Resolving problems by clarifying issues and exploring answers.
• Finding alternative solutions, implementing solutions, escalating unresolved problems.
• Educated customers on company systems, form completion and access to services.
• Engaged in learning and development opportunities to promote continued performance improvement.
• Resolved concerns with products or services to help with retention and drive sales.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Consistently maintained customer service satisfaction ratings through quality control .

• Organizing and maintaining paper and electronic files.
• Maintaining contracts, purchase requisition and payments.
• Managing Petty Cash.
• Communicating with clients and updating the daily work.
• Monitoring office supplies and processing all purchases.
• Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
• Produced highly accurate internal and external letters and memoranda.
• Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
• Drafted professional memos, letters and marketing copy to support business objectives and growth.
• Enhanced projects with efficient schedules, coordinated related documents and organized resources to support unique demands.
• Responded to inquiries from callers seeking information.
• Monitored premises, screened visitors, updated logs and issued passes to maintain security.
• Recorded minutes at board meetings adhering to proper procedures and bylaws.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Negotiated room and event space prices to save company costs.
• Provided clerical support to company employees by copying, faxing and filing documents.

* Communicating with clients and updating the progress of projects.

* Maintaining contracts, Purchase Requisitions and payments

* Managing Petty cash

* Managing employee’s attendance and salary preparation

* Managing incoming and outgoing daily correspondence

* Preparing meeting agenda and sending the reports to the all concern

*Overall support to Administrator.

• To assist and coordinate with Head of Admin for daily office routine jobs and prepare the reports to submit to the GM
• Attend the clients and coordinate with them for their requirement
• Coordinate with Engineers and order the materials required for construction
• Coordinate with suppliers and monitor the products price and its availability.
• Maintaining all staff records such as leave and attendance.
• Producing all correspondence and reports as and when required
• Typing Memos, Minutes etc.
• Preparing power point presentation of monthly and annual reports.
• Filing all the documents
• Attending Telephone and provide all the required information for the telephone queries
• Any other tasks that may be required as part of the role.