DUAA's CV
DUAA AMER MOHAMMED AMER
Customer Service
Profile summary
Customer Service professional with 7 years of experience in client support and quality monitoring, bringing regional GCC experience. Track record of managing patient appointments, resolving inquiries, and evaluating employee performance. Dedicated to maintaining high service standards and effective communication across operations.
Career highlights
Customer Support Operations: Responded to client inquiries and managed patient appointments through scheduling, file updates, and CRM data entry across multiple roles.
Quality Monitoring: Evaluated employee performance and collaborated with team leaders to identify areas of improvement and support service delivery standards.
Key skills
Professional experience
Directs patient communication operations within Emirates Health Services, overseeing inquiry routing and CRM database maintenance. Coordinates with clinical teams to align administrative workflows with healthcare regulations.
- Manages patient appointment schedules and confirmations to maintain operational efficiency.
- Updates patient medical files within the CRM system to ensure complete data accuracy.
- Responds to patient inquiries regarding test results and follow-up care schedules.
- Escalates complex complaints to appropriate departments for timely resolution.
- Documents patient interactions according to medical compliance regulations.
Directed performance evaluation workflows, partnering with quality assurance teams to assess operational outputs and align service delivery with organizational standards across the department.
- Evaluated employee work outputs across projects to maintain adherence to established service expectations.
- Analyzed employee strengths and weaknesses to help the quality team identify specific areas for improvement.
- Provided feedback and collaborated with team leaders to execute targeted training initiatives.
Answered inquiries concerning services, benefits, and offers provided by the organization. Explained commercial license renewal procedures and regulatory requirements to clients. Delivered service by addressing client concerns and providing registration details.
- Guided clients through business license renewal processes to maintain clear communication and efficient request processing.
- Provided information on ongoing offers and service options to address customer inquiries.
Managed building project design and development workflows within a construction firm. Directed the preparation and review of architectural designs and construction documents.
- Coordinated with construction teams to ensure implementation according to architectural specifications.
- Supervised site work and supported project management to maintain quality standards.
Education
Architecture
- Graduated with Honor from Faculty of Architecture
Languages
Arabic · Professional
English · B2