Malik's CV
Profile summary
Accomplished Customer Service Representative with 10 years of progressive experience in customer support and retail operations, including GCC experience. Track record of restructuring appointment booking workflows, resolving complex billing disputes, and managing multi-channel customer interactions. Dedicated to maintaining high communication standards and data compliance across hospital and retail environments.
Career highlights
Channel Communication Management: Directed communication workflows across phone, email, and in-person channels while partnering with operations teams to address workflow gaps.
Daily Interaction Handling: Handled 70 daily customer interactions across multiple channels to maintain service quality at Nejoum Aljazeera.
Dispute Resolution Operations: Resolved complex billing disputes and insurance complaints through interdepartmental coordination within a hospital setting.
Professional Certifications Completed: Earned multiple industry certifications including Customer Service Fundamentals from Coursera and the HubSpot CRM Certification.
Key skills
Professional experience
Directs customer service operations across inbound and outbound patient interactions within a hospital setting, managing daily workflows to align communication standards across departments and oversee patient support delivery.
- Restructured 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 data standards.
- Implemented service recovery strategies based on customer feedback in partnership with staff.
Managed multi-channel communication workflows spanning phone, email, and in-person interactions. Collaborated directly with operations teams to identify and address systemic workflow gaps.
- Handled 70 daily customer interactions across multiple channels to maintain service quality.
- Improved First Call Resolution rates through active listening and troubleshooting.
- Resolved escalated cases using conflict resolution techniques to protect customer retention.
Directed retail sales floor operations, managing floor staff deployment and aligning inventory teams to match product availability with customer demand patterns.
- Delivered consultative customer interactions on the retail floor, applying product knowledge to address buyer needs.
- Resolved customer complaints and after-sale issues to maintain a repeat-customer base and protect store metric scores.
Education
Certifications
Languages
Arabic · Native
English · Professional