MALEK's CV
MALEK TAHSIN SAKRAN
Customer Experience Specialist | Call Center Expert | Healthcare Administration
Profile summary
Accomplished Customer Experience Specialist with 10 years of progressive experience in customer service and healthcare administration across GCC markets. Track record of optimizing appointment booking workflows, managing high-volume customer interactions, and resolving complex billing disputes. Dedicated to delivering high-quality patient and customer experiences through cross-functional collaboration and data management.
Career highlights
Customer Interaction Management: Handled over 70 daily customer interactions across phone, email, and in-person channels to maintain service quality at Nejoum Aljazeera.
Performance Recognition: Earned Employee of the Year awards in 2016 and 2019 following store-wide recognition for sales performance and customer service metrics.
Workflow Optimization: Streamlined appointment booking workflows to improve scheduling efficiency and reduce patient wait times in a hospital setting.
Professional Development: Completed industry-recognized certifications including Customer Service Fundamentals and HubSpot CRM Certification.
Key skills
Professional experience
Directs customer service operations across inbound and outbound patient interactions within a hospital setting. Manages appointment scheduling, billing inquiries, insurance coordination, and general service requests while maintaining data integrity in the hospital CRM system. Partners with clinical and administrative teams to address patient feedback and prepare operational reports for management review.
- Streamlined appointment booking workflows to improve scheduling efficiency and reduce patient wait times.
- Resolved complex billing disputes and insurance complaints through interdepartmental coordination.
- Maintained accurate patient records in the hospital CRM system to ensure compliance with UAE healthcare data standards.
- Collaborated with clinical staff to implement service recovery strategies based on patient feedback.
Managed communications across phone, email, and in-person channels while partnering with operations to address process gaps. Analyzed satisfaction data monthly and guided new hires through CRM tools and complaint procedures.
- Handled over 70 daily customer interactions across phone, email, and in-person channels to maintain service quality.
- Improved First Call Resolution rates through active listening and troubleshooting to reduce repeat follow-ups.
- Resolved escalated cases using conflict resolution techniques to protect customer retention and brand reputation.
Directed retail sales floor operations and aligned cross-functional inventory teams to match product availability with customer demand patterns.
- Earned Employee of the Year awards in 2016 and 2019 following store-wide recognition for sales performance and customer service metrics.
- Trained new sales staff on customer engagement techniques and product presentations, resulting in improved team performance.
Supervised sales floor execution and customer care operations, governing service standard compliance, staff development initiatives, and inventory coordination workflows across the team.
- Trained and mentored new sales staff on customer engagement techniques, product presentations, and service standards.
- Resolved customer complaints and after-sale issues to maintain a loyal repeat-customer base and protect the store Net Promoter Score.
- Received Employee of the Year recognition in 2016 and 2019 for customer service metrics and sales performance.
Education
Supplemented formal education with continuous professional development through certified online programs in CRM, customer service, and sales.
Certifications
Languages
Arabic · Native
English · Professional