MOHAMMED SUHAIL H

Monitored live call queues in real-time to ensure smooth operations and reduced wait times.

• Assisted and supported a team of 25 agents, providing clarifications and guidance to avoid errors.

• Conducted pre-huddle & post-huddle sessions, sharing updates, reminders, and motivation.

• Provided performance feedback to agents under quality review and coached them on improvements.

• Handled escalation calls, ensuring timely and satisfactory resolution for patients.

• Prepared Root Cause Analysis (RCA) reports to identify recurring issues and recommend corrective actions.

• Collaborated with management to improve processes and enhance customer experience.

Medcare Hospital and Medical Centre – Dubai

Contact center Agent (Feb 2024 – Feb 2025)

• Handled inbound and outbound calls to book doctor appointments based on patients’ health concerns.

• Maintained patient confidentiality while collecting and updating health-related information.

• Provided accurate information regarding doctors, departments, and appointment availability.

• Ensured high-quality customer service by resolving queries and guiding patients with empathy.

• Consistently achieved daily/weekly call handling targets with minimal errors.

• Addressed customer queries and requirements effectively.
• Handling Inbound & Outbound Calls and Email communications with investors.
• Coordinating with concerned RTAs for follow up cases through calls/mails.
• Maintaining high level quality scores and minimal escalations.

• Handling the team and assigning the daily work in routine.
• Monitor team calls on quality and giving them tip to improve themselves.
• Error handling resolving unexpected errors by identifying root cause and ensuring their proper resolution.
• Data providing monthly call reports MIS.

• Managed customs and export documentation processes.
• Prepared checklist documentation for shipments and provided daily status updates for export shipments.