Aya AbdEl Hamed
Jeddah,KSA
Summary
Solutions-focused OPD management is, skilled in supporting expansion, growth and transformation initiatives. Identifies development opportunities to improve services and enhance customer experiences. Manages workloads through strategic planning and delegation.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Outpatient service director
Fakeeh Care
Jeddah, Saudi Arabia
10.2019 - Current
- Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- Supported departmental budget governance for expenditures, materials, and labor.
- Prepared rotes and assigned workloads to achieve service targets.
- Optimised processes by reviewing systems and exploring automated solutions.
- Coached and mentored new team members to build high-performing team for optimum productivity.
- Monitored operational progress against budgets for cost-effective service provision.
- Resolved complex issues with strong analysis and investigations.
- Analysed customer feedback and trends to drive process improvements.
- Procured equipment and consumables to deliver on team goals.
- Implemented new policies to reach regulatory compliance.
- Displayed ethical behaviour in line with code of conduct to set positive example for employees.
- Managed environmental risks associated with all business units to guarantee employee safety.
- Produced tailored reporting and Business Intelligence data visualisations.
- Offered out of hours support and liaised with technical teams to restore services.
- Assessed daily operational needs and requirements and used team meetings to encourage staff to achieve [Type] goals.
- Championed development of new services to improve operational output and meet KPIs.
- Planned and managed resource levels using ERP systems.
- Devised and implemented improvements to service procedures, improving customer satisfaction scores.
- Oversaw online marketing campaigns and evaluations.
- Created detailed written plans and obtained customer consent to proceed with purchase.
- Used data-driven strategies to improve quality of customer interactions.
Contact Center Supporting and account Manager
Fakeeh Care
Jeddah, Mecca Region
01.2018 - 09.2019
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Conducted market and competitor analysis to identify growth opportunities.
- Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
- Investigated low-performing accounts and adapted strategy to support sales and retention.
- Cultivated long-term relationships with clients to accurately quote pricing and terms to achieve customer objectives.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Retained existing customer accounts through consistent engagement and sales data analysis.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Produced management team reports on account health and target delivery.
- Determined client needs to help tailor onboarding experience and identify cross-selling opportunities.
- Worked with designers to create high-quality advertising and newsletter campaigns.
- Contacted prospective clients and warm leads to generate new customers.
- Evaluated and negotiated commercial contracts with existing customers to achieve high renewal rate.
- Established robust advisor relationships with client stakeholders.
- Developed account growth strategy by identifying opportunities with existing accounts.
- Upsold and cross-sold complementary products to help boost revenue.
- Proposed new solutions to meet changing customer needs and objectives to offer added value.
- Engaged customers in regular communications by acting as assigned point of contact.
- Collected customer feedback to help drive continuous improvement across products and service delivery.
Senior Trainer
RCX
Cairo, Egypt
07.2016 - 01.2018
- Monitored employee progress, offering feedback to management on additional training requirements.
- Analysed training needs to determine learning styles and skills shortages.
- Identified skills and knowledge gaps, tailoring workshops appropriately.
- Recorded data, completed relevant paperwork, and reviewed targets.
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Spearheaded design and delivery of new training approaches and performance management solutions.
- Reviewed training metrics and KPIs to inform curriculum needs and potential improvements.
- Held conference calls and online training sessions to accommodate off-site employees.
- Coordinated individual training sessions to support new hire orientation and retention.
- Assigned training exercises and skill assessments to newly hired employees.
- Prepared training materials and supplemental aids to support employee comprehension.
- Coordinated working interviews and on-site skill evaluations to support recruitment efforts.
- Worked with human resources personnel to process new hire paperwork.
- Conducted group seminars and workshops on company policies and safety requirements.
- Promoted continuous learning by designing comprehensive long-term learning curriculums.
- Monitored and verified employee recertification requirements.
- Developed engaging and entertaining presentations, maintaining employee attention and improving impact of training.
- Led cross-functional training for external and internal clients, creating thorough supporting materials and exams.
- Evaluated employee training outcomes to determine job readiness.
- Developed effective training manuals, modules and teaching aids.
- Defined and documented learning outcomes to monitor program success.
Executive Trainer
RCX
Cairo, Egypt
01.2014 - 06.2016
- Monitored employee progress, offering feedback to management on additional training requirements.
- Recorded data, completed relevant paperwork, and reviewed targets.
- Identified skills and knowledge gaps, tailoring workshops appropriately.
- Analyzed training needs to determine learning styles and skills shortages.
- Analyzed training needs to determine learning styles and skills shortages.
- Conducted group seminars and workshops on company policies and safety requirements.
- Coordinated individual training sessions to support new hire orientation and retention.
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Spearheaded design and delivery of new training approaches and performance management solutions.
- Promoted continuous learning by designing comprehensive long-term learning curriculums.
- Developed effective training manuals, modules and teaching aids.
- Monitored and verified employee recertification requirements.
- Developed engaging and entertaining presentations, maintaining employee attention and improving impact of training.
- Assigned training exercises and skill assessments to newly hired employees.
- Evaluated employee training outcomes to determine job readiness.
- Held conference calls and online training sessions to accommodate off-site employees.
- Prepared training materials and supplemental aids to support employee comprehension.
- Led cross-functional training for external and internal clients, creating thorough supporting materials and exams.
- Coordinated working interviews and on-site skill evaluations to support recruitment efforts.
- Defined and documented learning outcomes to monitor program success.
- Reviewed training metrics and KPIs to inform curriculum needs and potential improvements.
- Worked with human resources personnel to process new hire paperwork.
Education
Bachelor of Science - Microbiology and Biochemistry
Helwan University
Egypt 09.2006 - 07.2010
Skills
- Service management
- Staff development
- Motivational leadership
- Policy development
- Strategic planning
- Social media promotions
- Modern management principles
- Expenditure control
- Staff recruitment and retention
- Resource evaluation
- Report writing
- Service calls
- Written and verbal communication
- Interviewing skills
Languages
Arabic
Native
English
Fluent
Certification
- Hospital Management and Operational Excellence Diploma- AUC.
- COPC - Professional manager.
Timeline
Outpatient service director
Fakeeh Care
10.2019 - Current
Contact Center Supporting and account Manager
Fakeeh Care
01.2018 - 09.2019
Senior Trainer
RCX
07.2016 - 01.2018
Executive Trainer
RCX
01.2014 - 06.2016
Bachelor of Science - Microbiology and Biochemistry
Helwan University
09.2006 - 07.2010
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