Mohammad Hassan Email & Phone Number

Doha, Qatar

• Managing and analyzing all Patient Administration Department activities, including management of referrals, call center and scheduling functions along with resolution of problems, tracking of department metrics/KPIs.
• Manages organizational and administrative daily operations and workflows of the Patient Administration Department, with a focus on referral management, call center and scheduling functions.
• Analyzes, interprets, and summarizes pertinent Patient Administration data components, and monitors performance against Key Performance Indicators.
• Identifies issues, risks, barriers and opportunities for improvement related to referral management,
• Assists with budget planning for the department and ensures that services are provided in a timely, efficient and effective manner by utilizing the resources (manpower, material and equipment) appropriately.
• Identifies opportunities and communicate/resolve issues and backlogs that directly impact the satisfaction of patients, families and providers.

Doha

Responsible for meeting all contract goals associated with call center operations and call taking through oversight of the day-to-day operations and customer service in the center. The Call Center is a 24/7 operational environment dealing with multi in bound and outward bound calls from patients, staff and professional agencies. Responsible for provides.

• Business Solutions FTTX Implementation Manager
• Spearheading the FTTX project as key Manager, creating all migration and new acquisition processes as well as dealing with migration issues related to the business products and clients
• Harnessing synergies between multiple departments to complete an array of vital functions, from forging the SOP for the business FTTX migration to designing all business products on fiber
• Streamlining all current processes and protocols inherent to the migration by engaging in a vigorous analysis of business customer databases and setting up an outbound call centre team for the campaign
• Planning and developing the ‘Customer Journey’ process, ensuring a clear and concise message is delivered to all customers throughout the marketing campaign
• Establishing clear protocols and test scenarios to be executed by the UAT team so that the IT infrastructure

Qatar

• Customer Care Section Head, Operation Room
• Presided over a myriad of diverse functions within the Operation room by communicating goals and Key Performance Indicators (KPIs) to all teams, including Technician Support, Activation, Test Desk, Customer Service.
• Forged strong relations with other Qtel departments related to the installation process by establishing the Operation Room as the hub for all FTTX project processes related to the contact centre
• Analysed all data coming into the Operation Room and robustly transforming this raw data into useable and effective processes to enhance services and team performances
• Oversaw the Call Centre Internet and Mobile services by managing the service daily operation to guarantee a consistently high level of standards are met
• Monitored inbound telephone trunks along with forecasting call volumes and average handling times to construct an efficient system of call management that results in customer satisfaction

Amman

• Designing and implementing key tools and processes to bolster efficiencies, including the information tool, the manual for the billing system functions and the technical trouble shooting tool for call centre.
• Responsible for collating and analysing all data coming through the call centre and drafting rigorous reports on a daily, weekly and monthly schedule, based on said data
• Creating all the links between the reporting program ‘Business Object’ and that databases used by the Call Centre as the administrator and main user for the software
• Troubleshooting all customer problems and issues escalated to the Support Team

ADINA/USA

• Installing the Amcom Smart centre software, using SQL Script to configure and customize the software in serving customer needs and requirements
• Supervising the transition of all programs onto the new systems, dealing with any issues arising
• Training the local operators on the new system’s protocols

Minneapolis, USA

• Gaining promotion from level one to three to lead a team of 10 level one workers whilst providing critical consultancy to American Express Financial Advisors on network and software issues
• Migrating the system from win3.1 to win95 as well as training advisors on various financial software packages

Bachelor'S Degree, Management Information Systems

Management Information Systems, General