Passant Attia

• Demonstrated creativity and resourcefulness through innovative solution development.
• Provided support and mentoring to enhance team member skills.
• Developed and implemented customer service policies that aligned with best practices.
• Reviewed exceptions weekly for management approval, presenting findings to the committee.
• Generated detailed reports highlighting customer service performance and milestones.
• Addressed customer complaints promptly to mitigate dissatisfaction.
• Maintained a safe, professional environment for all team members.
• Monitored daily operations and ensured accurate documentation of activities.

• Created customer support strategies to increase customer retention.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Applied best practices in customer service, sales, and employee management to exceed organizational goals.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

• Accommodate large volume of customers every day with positive attitude and focus on customer satisfaction.
• Respond to customer needs through competent customer service and prompt problem-solving.
• Providing support and mentoring team members
• Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
• Generate weekly and monthly reports to highlight customer service performance and measure milestones.
• Training new employees on best practices and customer care procedures to eliminate inefficiencies.
• Enhance efficiency and team productivity by promoting operational best practices.
• Respond to customer requests, offering excellent support and solutions to address needs.

• Responding to all received customer requests in timely manner.
• Maintaining accurate records and documenting all milestones on daily operations sheet
• Handling clients’ inquiries, requests and complaints within agreed SLA.
• Attending walk in clients professionally to ensure perfect customer approach.
• Acting as point of coordination between client and other departments. (Finance, collection, Development, and sales operation)
• Maintaining consistent follow up on in hand cases and finalizing them within SLA.
• Preparing exceptions on weekly basis that requires management approvals and presented in weekly committees.
• Ensuring accurate archiving of hard copies of all submitted requests and committee cases in soft copies and hard copies forms.

• Conducting & assuring smooth communication with the client regarding unit's delivery & financial status while pushing to expedite handover & minimize delays by accommodating customers’ requests.
• Sending notification letters by e-mail to confirm delivery.
• Contacting client by phone to clarify Handover procedures including payments, collection, cutoff date, keys delivery, site visit and all related documents.
• Taking steps to ensure handover occurs before cutoff date.
• Set appointment for conducting Handover according to schedule.
• Refer complaints and relocation cases to customer care and follow up upon them to assure cases are finalized in timely manner.
• Responding to client requests on time assuring prompt response either by complying or referring request to relevant departments.
• Updating clients on comments' raised during HO visit (if any) and their expected completion dates.
• Providing clients with smooth handover process.
• Providing clients with different methods of payment to facilitate overseas payments and giving options to delegate someone to be handed over on their behalf by filling out and signing our authority letter template.
• Scanning handover documents to ensure proper archiving.
• Updating daily operations sheet for easier access to any team member and ensure proper tracking and reporting.

• Streamlined pharmacy operations for better customer service and reduced wait times.
• Mentored junior pharmacists and technicians, fostering a supportive learning environment.
• Implemented innovative staff scheduling techniques for optimal coverage during peak hours.
• Implemented inventory management strategies to minimize waste and maximize cost savings.
• Optimized workflow processes, resulting in increased efficiency and productivity within the pharmacy team.
• Educated patients on medication usage and potential side effects, promoting adherence to prescribed regimens.

• Educated and trained healthcare providers on health education practices for patients.
• Assisted diabetic patients with accurate use of Lantos pens and dosage

• Provided excellent customer service during high volume periods, effectively managing multiple tasks simultaneously.
• Ensured proper medication storage, maintaining optimal inventory levels for efficient pharmacy operations.
• Implemented procedures to reduce errors, improving overall pharmacy operations safety standards.
• Reduced wait times for customers by streamlining the prescription filling process