Zainab Abdalla
Doha,Qatar
Summary
Dedicated and compassionate Registered Nurse (RN) with progressive career history in direct an indirect patient care, triage and care coordination in fast-paced environment. Proven to remain calm under pressure and skillfully handle difficult patients and high-stress situations. Consistently developing strong relationships with patients and families through empathetic communication, respectful attitude and excellent customer service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
HR Administrator
Weill Cornell Medicine-Qatar
07.2023 - 10.2023
- Managed benefits enrollment by answering questions and aiding employees with login details.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
Data Quality Associate
Hamad Medical Corporation (Outsourced from Insource Consulting Services)
09.2021 - 03.2023
- Analyze data for compliance to design specification (source-to-target) and expected/anticipated behaviors, identifying quality issues and recommending solutions
- Actively communicate to internal/external/stakeholders/customers quality issues about the way data is collected, stored, processed, or used
- Perform audits, as required, to ensure quality processes exist and are being adhered to
- Communicate the pervasiveness of data quality problems and their potential impacts and take the lead in resolving them via data integration and/or business process improvement
- Investigate, troubleshoot, and document data issues from internal and external customers
- Assist other departments in the design of quality edit checks, test plans, etc
- To ensure data quality objectives are met, as well as participate in cross-functional teams and development/improvement task forces
- Ensure compliance with the companyʼs data privacy policy
- Manage documentation related to data quality (data standards, definitions, DQA documents such as checklists, guidelines, manuals, templates, forms, etc.)
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Fixed identified issues to improve workflows.
- Updated inspection journals and daily summary logs with quality-related data.
Call Center Supervisor
Hamad Medical Corporation (Outsourced By BPO+)
03.2014 - 08.2021
- Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email
- Monitors operations to ensure adherence to service level standards and company/department policies and procedures
- Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers
- Ensures adequate phone coverage including making decisions regarding scheduling changes
- Responsible for performance appraisals and disciplinary actions
- Evaluates the quality of customer service associatesʼ calls from customers and provides feedback to associates on strengths and areas for improvement
- Tracks and reports contact center performance against objectives and goals, i.e
- Quality, call volume, customer satisfaction, etc
- Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
- Approves and implements streamlining opportunities and process improvements.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call center.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Prepared agendas and took notes at meetings to archive proceedings.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Business Development Executive
Mediplan Clinics
05.2011 - 08.2013
- Establish, build and maintain strong relationships with key stakeholders and partners within each operating unit by understanding their business focus and needs, and anticipating them in advance
- Support and solve problems for operating units by understanding and exceeding their expectations
- Coordinate internal and external resources to expedite workflow
- Deliver and manage communication between senior management and staff members
- Stay current with company offerings and industry trends
- Oversee and achieve organizational goals while upholding best practices
- Illustrate the value of products and services to create growth opportunities
- Compile and analyze data to identify trends
- Complete industry research and assist with program development for existing clients and new prospects
- Perform prospecting activities such as networking
- Maintain a contact database of operating units, prospects, partners, and vendors.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
Executive Secretary
Kwachunet ltd
12.2009 - 12.2010
- Perform advanced, diversified, and confidential administrative and secretarial support for assigned associate/assistant vice presidents and directors
- Tasks will vary based on needs and priorities and will include overall coordination and management of executive assistant activities including calendar, committee, event, meeting, travel support, and communications with stakeholders
- As a member of the administrative team, provide high-level administrative services to support efficient daily operations of the office
- This includes providing backup executive-level support while also performing general administrative tasks as needed, such as greeting guests, maintaining conference rooms, and assisting with other projects as assigned
- Lead and/or assist with planning and execution of event logistics including on-site and virtual programs as needed
- Other duties and projects as assigned.
- Handled confidential information in professional manner.
- Answered high volume of phone calls and email inquiries.
Call Centre Agent
KenCall Call Centre
09.2008 - 07.2009
- Promptly responding to incoming phone calls, emails and live chat inquiries from current and prospective clients
- Responding to inquiries from prospective clients with the ultimate goal of scheduling an in-clinic consultation
- Scheduling treatment appointments and answering billing questions from current clients
- Building relationships with both current and prospective clients by providing excellent customer service
- Effectively maintain contact and follow up with potential clients
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used call center checklist to add value to department and consistently meet call quality standards.
- Displayed critical thinking skills and decisive judgment and worked with minimal supervision.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Nursing
University of Calgary in Qatar
Doha, Qatar06.2023
Higher Diploma in Business Administration - Business Administration
IAT School of Business
09.2008
International Computer Driving Licence - Computer Packages
ICDL Certification College
Nairobi, Kenya07.2005
O-Levels -
Sheikh Khalifa Bin Zayed Al-Nahyan Secondary School
Mombasa, Kenya11.2004
Skills
- Information Tracking
- Employee Motivation
- Document Management
- Training Management
- Preparing Reports
- Data Entry
- Direct Patient Care
- Medication Administration
- Patient Education
- Care Plan Implementation
Languages
English
Arabic
Swahili
Personal Information
- Gender: Female
- Marital Status: Married
- Date of Birth: 02/22/87
- Nationality: Kenyan
References
Kassondra Evette Riley
+97455128006
Kriley@hamad.qa
Assistant Executive Director
Hamad Medical Corporation
Teena Augustine
+97433727535
TAugustine@hamad.qa
Operations Manager
Hamad Medical Corporation
Certification
- Basic Life Support, HMC Training Center
- JCI Quality Improvement Training
- Cerner Implementation
Timeline
HR Administrator
Weill Cornell Medicine-Qatar
07.2023 - 10.2023
Data Quality Associate
Hamad Medical Corporation (Outsourced from Insource Consulting Services)
09.2021 - 03.2023
Call Center Supervisor
Hamad Medical Corporation (Outsourced By BPO+)
03.2014 - 08.2021
Business Development Executive
Mediplan Clinics
05.2011 - 08.2013
Executive Secretary
Kwachunet ltd
12.2009 - 12.2010
Call Centre Agent
KenCall Call Centre
09.2008 - 07.2009
Bachelor of Science - Nursing
University of Calgary in Qatar
Higher Diploma in Business Administration - Business Administration
IAT School of Business
International Computer Driving Licence - Computer Packages
ICDL Certification College
O-Levels -
Sheikh Khalifa Bin Zayed Al-Nahyan Secondary School
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