Sally Haridi, CPXP

Experience

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  Union National Bank

  May 2008 - Mar 2012

  Call Center Supervisor

  Responsibilities as below:•Monitor trends based on calls, issues, queries, and make recommendations on how to improve the quality of service as well as providing first level resolutions to reduce repeat contacts.•Makes necessary changes in staffing based on day of week, promotions, other anticipated events, and real time data. •Compiling of reports and statistics for the Call Center Manager and Head Of Retail.•Review current methods and systems and make recommendations for improvement and changes based on the analysis of the trends and patterns identified in the real-time operational performance data.•Perform analysis of call volume on continuous basis. •Participate in business development initiatives for expansion of client base. •Implement actions and plans, ensuring that the functional structure is optimized and that available resources are fully and correctly utilized to ensure delivery of required customer contact experience and SLAs. Initiate corrective actions where applicable.•Track, resolve & reduce the ratio of customer complaints.•Provide constructive periodic feedback on key strengths and weaknesses to improve agents’ performance. •Conduct team meetings to discuss common and repeated quality related issues. •Ensure proper monitoring of all activities and transactions to ensure that the same complies with Call Centre procedures manual. •Ensure that all agents are constantly meeting the QA standards and achieving the target as defined within their MBO’S. •Analyze the results of the customers’ satisfaction surveys, and the mystery shopping, to find out the areas of weaknesses, and come up with an action plan to ensure that Call Centre is meeting the QA standards.•Co-ordinate and handle all QA related projects, plans, requirements and reports. •Ensure all service level standards are acceptable through proper monitoring and putting action plans into effect where necessary to resolve service level standards issues. Show less

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  Hamad Medical Corporation

  Mar 2012 - Aug 2022

  Hamad Patient Contact Center Operations and Quality Manager

  Position Summary:My primary function is to ensure patient satisfaction via planning, organising, coordinating, integrating and monitoring the people, processes, and technologies supporting the Patient Contact Center. Responsible for the oversight of all function of the Hamad patient Contact Center (HPCC) including but not limited to the planning work schedules and oversight of Contac Center Operations Team leaders, Supervisors and Quality Assurance Officers. The position ensures an optimal level of services and Quality are maintained for HMC Patients.Essential Duties:- Manage Operations and Quality of service of Hamad Medical Corporation Contact Center with over 1.3 million calls yearly.- Lead a diverse team of +150 Staff from 23 different nationalities including Quality Assurance Officers, Operations Team Leaders, Supervisors, Complaint Management Officers and Contact Center Agents.- Ensure workforce management objectives are met to meet the demands.- Establish the contact center SOP (Standard operational Procedure manual).- Handles all facets of performance management including performance evaluations and corrective action.- Establish and maintain interpersonal relationships, developing constructive and cooperative working relationships with others.- Planning & managing the launch of HMC Contact Center from the scratch.- Ensure that all team members are fully engaged and motivated and address operational issues professionally.- Establish and overseas contact center quality assurance program.- Lead and coordinate activities to meet the quality standards required for the contact center.- Overseas and guide the Quality and Training team to monitor the individual performance of team members to identify and act on both positive and negative performance, including employee demeanor, technical accuracy, and conformity to policies and procedures. Show less

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  The View Hospital

  Aug 2022 - Feb 2025

  As part of The View Hospital’s commissioning team, I established and led the Patient Experience (PX) department, developing frameworks for patient feedback, experience data, and service workflows.I developed and implemented survey strategies, feedback management systems, and process improvements to enhance patient satisfaction and operational efficiency. By leveraging data-driven insights, I drove continuous improvements in service quality, patient engagement, and hospital workflows, ensuring a seamless healthcare experience.As a Certified Patient Experience Professional (CPXP) by The Beryl Institute, I bring a global, evidence-based approach to PX strategy, process optimization, and patient-centered care. Show less

  • Contact Center Manager

    May 2023 - Feb 2025

  • Patient Experience Manager

    Aug 2022 - May 2023
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  Apex Health

  Feb 2025 - now

  Contact Center Manager