Kholoud Balilah
Jeddah,Saudi Arabia
Overview
11
11
years of professional experience
6053
6053
years of post-secondary education
Work history
Digital Enrollment Operation Senior Manager
Bupa Arabia
Jeddah, Saudi Arabia
07.2024 - Current
- Forecasted operational needs and allocated resources to meet business demands.
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Planned revenue generation strategies designed for growth.
- Created collaborative work environment for positive team dynamics.
- Designed and implemented training to further develop staff based on business goals.
- Follow up cases and complains that sent to managers.
- Project and report enhancement.
- Increase operation dashboard productivity to 99.6% instead of 95.3%
Digital Enrollment Operation Manager
Bupa Arabia
Jeddah
07.2023 - 06.2024
- Enhance customer experience
- Project and report enhancement
- Coaching and training employees
- Follow up cases and complains that sent to managers
- Improve operational management systems
Service Accounts Operation Enrollment Manager
Bupa Arabia
Jeddah
07.2021 - 06.2023
- Formulate strategic and operational objectives
- Interview, train and supervise staff
- Perform quality controls and monitor production KPIs
- Find ways to increase quality of Employee service
- Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations
- Manage relationships with key operations accounts
- Communicate customer issues with operations team and devise ways of improving customer experience, including resolving problems and complaints
- Implemented cost reduction measures, reduced overhead expenses.
Service Accounts Operation Enrollment Supervisor
Bupa Arabia
Jeddah
07.2020 - 06.2021
- Supervise and train employees
- Implementing processes to reduce costs
- Analyzing and reporting on performance
- Oversee efficiency of operational processes
- Analyze business requirements and customer needs
- Monitor and report on department performance
- Provide administrative support
Service Accounts Operation Enrollment Senior Officer
Bupa Arabia
Jeddah
05.2016 - 06.2020
- Receive All requests from Relationship managers and handle it as per their requests
- Receive and report all complaints received from sales team, analyze it and escalate it to management
- Respond and record all customer's cases and claims and resolve it
- Support supervisors to generate needed reports which are related to department
Call Center Representative
Bupa Arabia
Jeddah
06.2014 - 04.2016
- Receive inquiry calls from customers and provide needed information to ensure customer satisfaction
Group Secretary
Harasani Dental Clinic
Jeddah
01.2014 - 05.2014
- Working as receptionist, welcoming and directing patients appropriately
- Informs visitors by answering or referring inquiries
Education
Bachelorʼs degree - Psychology
King Abdulaziz University
10.2009 - 01.2014
Effective Business Writing - How To Write A Proffeitional in Buissness
Informa
Jeddah02.2021
Communication with Influence - Communications
Informa
Jeddah03.2023
Anti-Money Laundering -
Informa
Jeddah12.2024
Everyday Hero - undefined
Informa
Negotiating to Win - undefined
Informa
Handling Irate Customer - undefined
Informa
Customer Service Excellence in Health care - undefined
Informa
The 7 Habits of Highly Effective People - undefined
Franklin Covy
Microsoft Excel - undefined
Bupa
Skills
- Adaptable
- Creative thinker
- Self-motivated
- Willing to learn
- Proficient in MS programs
- Good organization skills
- Multi-tasking skills
- Analytical skills
Timeline
Digital Enrollment Operation Senior Manager
Bupa Arabia
07.2024 - Current
Digital Enrollment Operation Manager
Bupa Arabia
07.2023 - 06.2024
Service Accounts Operation Enrollment Manager
Bupa Arabia
07.2021 - 06.2023
Service Accounts Operation Enrollment Supervisor
Bupa Arabia
07.2020 - 06.2021
Service Accounts Operation Enrollment Senior Officer
Bupa Arabia
05.2016 - 06.2020
Call Center Representative
Bupa Arabia
06.2014 - 04.2016
Group Secretary
Harasani Dental Clinic
01.2014 - 05.2014
Bachelorʼs degree - Psychology
King Abdulaziz University
10.2009 - 01.2014
Everyday Hero - undefined
Informa
Negotiating to Win - undefined
Informa
Handling Irate Customer - undefined
Informa
Customer Service Excellence in Health care - undefined
Informa
The 7 Habits of Highly Effective People - undefined
Franklin Covy
Microsoft Excel - undefined
Bupa
Effective Business Writing - How To Write A Proffeitional in Buissness
Informa
Communication with Influence - Communications
Informa
Anti-Money Laundering -
Informa