Admin Management

10 years of cumulative experience across diverse organizational domains. Currently functioning as Supervisor, Appointment Scheduling Contact Center Cleveland Clinic Abu Dhabi Abu Dhabi UAE seeking challenging assignments with a reputed organization.

Cleveland Clinic Abu Dhabi, Abu Dhabi, UAE ~ Mar 2012 till date

Accomplishments:
› Acquired significant exposure in Epic EMR system
› Prepared 20+ hypothetical, very detailed scenarios for training and/or testing purposes
› Acknowledged for simultaneously assisting 2 distinctly opposite personalities without any operational obstacles

Role: Supervisor, Appointment Scheduling - Contact Center, Sep 2013 till date
› Design scenarios for conducting training sessions for agents on the EPIC system in the pre-operational phase
› Design and execute test case scenarios to test the appointment scheduling workflows in the EPIC non production environment.
› Review and edit standards of procedures as well as workflows based on system tests done in the EPIC non production environment.
› Define/ implement policies, procedures and operating manual for setting up of the department
› Coordinate with team members in designing requirements for Agent/Supervisor Desktop, TeleOpti Workforce Management Tool, Zoom for Quality Reporting
› Develop assessment centers for recruitment of operators and appointment schedulers
› te.

Role: Executive Secretary, Mar 2012 ¡V Sep 2013
› Rendered support to the Chief Information Officer and the Chief Clinical & Nursing officer in day to day functioning of the organization
› Involved in planning/ scheduling of appointments, drafting/ editing presentations/ correspondences based on business requirements
› Managed travel logistics for the senior management team
› Planned and organized various events to highlight relevance of important occasions
› Led a team of 4 secretaries under Nursing and Information Technology
› Maintained regular interaction with team members for identification and resolution of critical operational issues
› Monitored performance of secretaries and conducted need based training sessions


IDRAC Center for Teaching Thinking and Talent Development, Abu Dhabi, UAE Webmaster/Admin Sep 2002 ¡V Jun 2004

Accomplishments:
› Designed first online course post learning HTML and Java in about four months

„Ï Pursuing M Sc. (Hospital Management) from Hamdan bin Mohammed Smart University, Dubai, UAE
„Ï B Sc. (Computer Information Systems), Strayer College, Washington D.C. 1997

„Ï Building NATURAL Applications course
„Ï Mainframe Environment/ISPF and JCL course
„Ï Participated in ¡§Shaping Student Understanding¡¨
„Ï Training in Talents Unlimited
„Ï The Eighth Virginia Conference on Gifted Education
„Ï Training in ¡§CoRT Thinking Programme¡¨
„Ï Certified in English Language Teaching to Adults

Date of Birth: 29th May 1973; Languages Known: English and Arabic; Citizenship: UAE
Reference Available on Request