Tarek Saad

As-salam International Hospital

• Service Excellence Senior ManagerFull Time

  Feb 2023 - Present -2 yrs, 4 months

  • Job Details: Conducted regular performance audits and implemented performance improvement plans to drive individual and team performance.  Complete customer journey mapping for different services including full brand–customer relationship analysis, performance, and business measures evaluation.  Driving a continuous improvement culture within the hospital by prioritizing opportunities and execution of a Lean transformation strategy and metrics – Kaizen competition & Gemba Walk.  Managing and facilitating the improvement projects to enhance productivity and accelerate business growth – Pharmacy revenue improvement and process restructuring 30% Revenue Growth.  Implemented service improvement initiatives, such as developing service standards coaching campaign for front liner interactions, resulting in a 20% decrease in attitude related complaints.  Recognition program for the departments and floors according to satisfaction scores.
• Service Excellence ManagerFull Time

  Oct 2019 - Present -5 yrs, 8 months

  Egypt , Cairo

  • Job Details: Plan, design and implement the ASSIH Service Excellence (SE) program which aims to higher customer satisfaction, identify the growth opportunities and exceptional service delivery.  Led a team of customer service representatives, providing guidance, training, and ongoing coaching  Interpreting, handling and reporting of customer feedback VOC through a new in-house developed customer experience portal.  Create visual management operational KPI dashboards to provide concise and consolidated view into over-all business performance. – Business conversion and customer retention departments, discharge process dashboard achieving TAT less than 2h.  Utilizing business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. – Outpatient clinics service revamp project.  Evaluate service flow bottlenecks and develop service improvement initiatives - new admission duration tracking system, clinics appointment system.  Collaborated with cross-functional teams to develop and implement customer service one point of contact “helpdesk” for streamlining the services and reducing response times by 30%.  Responsible for identifying and implementing potential initiatives by designing a complete patient pathway that cover the whole experience journey – International, High profile patients and visitors.  Implementing projects and initiatives such as Sparkle program “5S”, New Wheelchairs transportation service, VIP high service floor, and Rooms’ readiness and amenities improvement plan.