Roche Middle East

Strategic Healthcare Consultant

Customer Experience Manager

Service Manager

Wael Pharmacy Co. W.L.L.

- Maintained and grew business by fostering relationships; identified customer concerns and assisted in the development and implementation of client retention strategies to minimize account attrition.
- Performed key-account management; resolved issues acting as a customer advocate ensuring teams were meeting the customer’s service needs, meeting or exceeding expectations.    
- Drove the coaching and development to the Field Operations team.
- Performed audits and inventory control, yearly service department reviews, performance management reports, and developed and trained staff on potential new service programs.
- Improved the quality and time deliverance of support functions by logistical road mapping of the hub center, which led to increasing customer satisfaction by 95% and reducing response time to less than one hour.

- Provided oversight of technical support for customers, remotely, or on-site as determined by customer requirements. Accountable for leading the field service teams in proactively reviewing customer issues and trends to ensure products and services were maximized, and customer concerns with product performance and safety were quickly resolved.
- Directed and reviewed the work of field service engineers; demonstrated advanced knowledge in leading and managing the execution of field service projects, tactics, and training. 
- Made substantial improvements to processes, systems, and solutions. 
- Planned and established goals and objectives for teams with a direct impact on the department’s short-term operational results. 
- Demonstrated practical knowledge in leading/managing projects, processes, and employees within the professional discipline.

Service Line Manager

Service Supervisor

Senior Field Service Engineer

Field Service Engineer

TechnoMed Co.

Technical Office Support

HVD Vertriebs GmbH

Sales & Service Biomedical Engineer

Hospitex International Srl

Visionary catalyst with a proven track record of guiding and coaching teams and empowering them to deliver high quality products and services that drive business growth and increase profitability. Committed to arming agile teams with the right knowledge, tools, and training to reach their full potential.

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