Dr Abdelrahman Kamel, Mba Email and Phone Number

• Achieved a revenue growth by 730% during 2 years from 2022 to 2024.• Raised NPS from 45% to 90% .• Added 300 Service providers in different categories as Physiotherapy, Physicians and Nurses. • Implement new smart chat system with the customers to ensure ultra speed responses.• Introduce B2B relations to the company.• Hire and train team members, increasing their number from 3 to 8 members. • Improve Digital Marketing budget, efficiency and ROI. • Recruit, train and supervise Care Team members and direct day to day operations of sales team as well as customer care team. • Ensure all operations are carried on in an appropriate, cost-effective way.• Improve operational management systems, processes and best practices. • Assure compliance with policies and procedures and create strategies to increase customer service quality. • Help the organization’s processes remain legally compliant and formulate strategic and operational objectives. • Design and implement staff performance management and promotion processes.• Manage budgets and forecasts, perform quality controls and monitor production KPIs. • Monitor all contact center KPIs and SLAs and perform accounting and financial reporting to the top management.• Conduct data analytics for sales, marketing and contact center functions.• Handle process of Medical Network Expansion on all levels (Nurses, Caregivers, Physicians, Physiotherapists and Lab Centers.• Coordinate marketing campaigns on digital platforms with the marketing teams and test the new mobile app. • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.• Review management information and make recommendations as to improvements across the contact center

✓Building up the Medical Call Center Team , Hiring and Training the team✓Ensure that complaints and Inquiries are handled by staff within agreed timescales and in an appropriate manner and follow up outcomes with direct superiors.✓Manage all administrative/operational components for the Call✓ Evaluates performance of Inbound Call Center Representatives and provide real-time as well as coaching for improved quality and productivity.✓ Evaluate team leaders according to specific KPIs that relates to theperformance of their teams' members.✓ Report, analyze and resolve system, customer and operational issues thatimpact service quality.✓ Administer training programs for new hires and existing staff.✓ Evaluate the problems of the customers and provide logical lasting solutions.

✔ Supervising 3 teams with 20+ people/ team.✔ Create and maintain work schedules.✔ Executes attendance policy.✔ Handle corrective action for teams members.✔ Ensure adherence to company policies and procedures.✔ Evaluates performance of Inbound Call Center Representatives and provide real-time as well as coaching for improved quality and productivity.✔ Evaluate team leaders according to specific KPIs that relates to theperformance of their teams' members.✔ Report, analyze and resolve system, customer and operational issues thatimpact service quality.✔ Administer training programs for new hires and existing staff.✔ Evaluate the problems of the customers and provide logical lasting solutions.

✔ Manage a team of call center agents .✔ Manage by walking around. Be visible to answer questions.✔ Take calls that your agents can't handle and be available when an agent appears to need assistance.✔ Monitor queue and track inbound calls. Keep agents aware of inboundcalls, calls waiting, abandonment rate, etc.✔ Motivate and encourage agents through positive communication and feedback✔ Team performance for one month period.

✔ Manage a team of call center agents .✔ Manage by walking around. Be visible to answer questions.✔ Take calls that your agents can't handle and be available when an agent appears to need assistance.✔ Monitor queue and track inbound calls. Keep agents aware of inboundcalls, calls waiting, abandonment rate, etc.✔ Motivate and encourage agents through positive communication and feedback✔ Team performance for one month period.

Responsible for handling calls from new and existing customers regarding a variety of requests.✔ Address issues, provide support and offer information, as needed, tokeep customers satisfied .✔ Generate customer interest in the services or products offered by the company.✔ Provide personalized customer service by responding to the needs of thecustomers.✔ Manage and update customer databases with the status of each customer.✔ Coordinate with the dispatch team to send products or provide services on time to customers.

✔ Working as a health practitioner who specializes in dispensing drugs prescribed by physicians.✔ Providing information's to patients about side effects and use of drugs.✔ Understand, Order, store and maintain the stock of pharmaceutical supplies/ medicines keeping them safe, pure and effective..