Khaled's CV
Profile summary
Accomplished Team Coach with 6 years of progressive experience in contact center operations and quality assurance within the GCC. Track record of elevating QA scores to 93 percent, reducing average handling time by 45 seconds, and maintaining 95 percent service level agreement adherence. Dedicated to driving customer service excellence through targeted performance management, training delivery, and regulatory compliance.
Career highlights
Coaching and Quality Assurance: Coached and mentored 20 customer service agents, elevating overall team QA scores from 84% to 93% within 6 months.
Performance Optimization: Reduced Average Handling Time by 45 seconds across the unit while maintaining a 95% service level agreement adherence rate.
Training and Development: Designed and delivered onboarding modules for new hires, reducing ramp-up time to full agent autonomy by 2 weeks.
Operational Compliance: Enforced strict data privacy compliance under ADHICS standards, achieving 100% audit accuracy across all documentation.
Key skills
Professional experience
Directs daily patient communication operations and administrative workflows across phone and email channels, managing inquiry resolution processes between administrative groups and clinical personnel while enforcing regulatory compliance standards.
- Manages 100+ daily patient inquiries across phone and email channels, maintaining a 94%+ Quality Assurance rating.
- Enforces strict data privacy compliance under ADHICS standards, achieving 100% audit accuracy across all documentation.
- Streamlines inter-departmental workflows between administrative and clinical teams, cutting patient hold times.
- Identifies common patient inquiry bottlenecks and proposes process tweaks that improve First Contact Resolution.
- Executes patient communication procedures established for 2025 operations.
Directed quality assurance operations and agent development for a team of 20 personnel. Managed coaching frameworks, performance trend analysis, and calibration sessions across operations leadership.
- Coached and mentored 20 customer service agents, elevating overall team QA scores from 84% to 93% within 6 months.
- Reduced Average Handling Time by 45 seconds across the unit while maintaining a 95% SLA adherence rate.
- Designed and delivered onboarding modules for new hires, reducing ramp-up time to full agent autonomy by 2 weeks.
Oversaw multilingual customer communications and regulatory standards compliance for inbound Arabic and English correspondence. Managed document verification protocols and embassy requirement adherence across daily operations.
- Exceeded daily productivity targets by 15 percent through efficient management of incoming communication channels.
- Maintained a 96 percent audit score on document verification and embassy compliance for complex visa applications.
- Achieved top-tier CSAT scores exceeding 95 percent by resolving complex category, fee, and timeline inquiries on first contact.
Managed daily inbound and outbound patient interactions within a healthcare contact center environment. Addressed complex billing and insurance disputes to sustain service standards during high-stress communications across the 2020 to 2022 period.
- Managed 80+ daily inbound and outbound patient interactions, maintaining a 95%+ call quality score consistently across 2 years.
- Implemented appointment reminder protocols that lowered clinic no-show rates by 18%.
Education
Kuwait
Certifications
Languages
Arabic · Native
English · Professional