Basel Sarmini
Oakville, Ontario
Summary
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Fakeeh University Hospital
11.2020 - 09.2024
- During my experience in this position I've been recognized thrice for my achievements and contribution towards my department
- Increased patient satisfaction by making significant improvements.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Reduced the outstanding bills from my department to a total 93% closed
Customer Experience Officer
American Hospital Dubai
05.2019 - 11.2020
- Handled the emergency department team, which includes but not limited to, weekly duty schedules, morning briefings, handling complaints across the department, overseeing training and professional growth of employees
Customer Experience Coordinator
Mediclinic Middle East
10.2017 - 05.2020
- Main responsibility was working within the cancer center, radiotherapy and oncology department
- Took care of the entire dental department for a year during shortage of staff, prepared all financial invoices for patients and took care of all the insurance rejections and approval and daily communication with insurance companies
Customer Experience Coordinator
Kind Care Medical Center
11.2015 - 10.2017
- The polyclinic's main focus was on the Russian speaking patients in the emirate of Dubai
- My main role and responsibility was customer service and medical interpretation for international patients since majority of the doctors spoke only in Russian
- In addition I was responsible for the insurance approvals and denials in the clinic as well as booking major operations in the assigned hospitals like plastic surgery, ENT operations and dermatology
Education
MSc - Health care Management
Anglia Ruskin University
11.2023
Bachelors of Arts B.A - Business Administration
Anglia Ruskin University
01.2018
Higher National Diploma -
London school of international business
01.2015
Skills
- Communication
- Leadership
- Problem solving
- Creativity
- Staff support
- Data analytics
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Russian
Bilingual or Proficient (C2)
Certification
PCS- Professional Customer Service - Spearhead Training
Timeline
Customer Experience Manager
Fakeeh University Hospital
11.2020 - 09.2024
Customer Experience Officer
American Hospital Dubai
05.2019 - 11.2020
Customer Experience Coordinator
Mediclinic Middle East
10.2017 - 05.2020
Customer Experience Coordinator
Kind Care Medical Center
11.2015 - 10.2017
MSc - Health care Management
Anglia Ruskin University
Bachelors of Arts B.A - Business Administration
Anglia Ruskin University
Higher National Diploma -
London school of international business
Similar Profiles
Nina Leonora Bonita SuretaNina Leonora Bonita Sureta
Medical Surgical Staff Nurse/ Team Leader at Fakeeh University HospitalMedical Surgical Staff Nurse/ Team Leader at Fakeeh University Hospital
FARIS ALSHREEFFARIS ALSHREEF
Pharmacy Technical Assistant at Fakeeh university hospitalPharmacy Technical Assistant at Fakeeh university hospital
Geezelle NobleGeezelle Noble
Charge Nurse at Fakeeh University HospitalCharge Nurse at Fakeeh University Hospital
Jack ReissJack Reiss
Automotive Technician Apprentice at FordAutomotive Technician Apprentice at Ford
Darrin McCormickDarrin McCormick
Sanitation Worker at Home ChefSanitation Worker at Home Chef