Sahar Ashqar

. Maintained smooth-running business operations by delegating priorities to staff abilities.

. Monitored health and safety measures for guaranteed compliance.

. Led and managed administrative staff to maintain smooth daily operations.

. Achieved high customer retention with concerted engagement.

. Steered customer activity to meet business drivers and growth aims.

. Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.

. Investigated issues affecting group operations, prepared reports and helped correct problems.

. Coordinated hiring, recruitment and training strategies to build successful administrative team.

. Developing a business development strategy focused on financial gain.

. Arranging business development meetings with prospective clients

. Develop a growth strategy focused both on financial gain and customer satisfaction

· Conduct research to identify new markets and customer needs

· Arrange business meetings with prospective clients

· Promote the company’s products/services addressing or predicting clients’ objectives.

· Keep records of sales, revenue, invoices etc.

· Provide trustworthy feedback and after-sales support

· Build long-term relationships with new and existing customers

· Conduct quality reviews by conducting quality surveys with the customers to make sure that the standards and goals are met.

· Ensure all policies and procedures have adhered, and any known infractions of any of these corporate policies and procedures are communicated to the proper Management immediately.

· Participates in design of call monitoring formats and quality standards.

· Performs call monitoring and provides trend data.

· Uses quality monitoring data management system to compile and track performance at team and individual level.

· Performs monitors of customer care responses.

· Provides actionable data to various internal support groups as needed.

· Coordinates and facilitates call calibration sessions for call center staff.

· Coach, motivate and develop representatives.

· Identify the need for a customer service department and work to create a training program for the new role.

· Hold weekly meetings to discuss customer service and call statistics - devised performance plans if necessary.

· Develop measurable training objectives related to new hire needs.

· Ensure all policies and procedures have adhered, and any known infractions of any of these corporate policies and procedures are communicated to the proper Management immediately

· Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations carrying out needs assessments, performance reviews and cost/benefit analyses identify processes setting process, SLA and KPIs.

· Ensuring all relevant communications, records and data are updated and recorded.

· Manage collectors Maintaining up-to-date knowledge of industry developments and involvement in networks.

· Coordinating staff recruitment and liaising with Talent Acquisition staff reviewing the performance of staff, identifying training needs and planning training sessions.

· Recording statistics, user rates and the performance levels of the center and preparing reports.

· Handling the most complex customer complaints or inquiries.

· Organizing staffing, including shift patterns and the number of staff required to meet demand.

· Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.

· Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

· Planning and delivering CRMs strategies across the hospital encouraging customer retention and customer loyalty.

· Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at the key points in the customer life cycle.

· Customer journey mapping analyzing touch points with the organization and maximizing commercial opportunities.

· Working closely with all departments to ensure the CRM works effectively for all aspects of the hospital.

· Overseeing direct communications with customers through the CRM.

· Monitor and maximize customer lifetime value strategies ensuring maximum profitability.

· Ensuring the database is segmented effective for targeted marketing activities.

· Overseeing the migration of all direct communications to lower cost mediums such as SMS and email.

· Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the hospital and its products.

· Assist in development of quality control in order to audit the services rendered.

· Observing and reporting member experience throughout the assigned process internal and

external touch points

· Report critical incident and share the results to appropriate stakeholders (as needed).

· Identify, escalate and mitigate risks in a timely manner to identify and

· resolve any (Potential Or Real) impact or consequences on members

· Assist in the process of member recovery.

· Prepare VOC reports.