ahmad awad

Managed a 60-agent contact center handling 3,500–4,000 calls daily and led a 15-agent supervisory cohort to achieve a 90% service level (target 80%) while reducing abandon rate from 5% to <2%. Implemented digital transformation projects and coaching that increased appointment conversion to 50% of applicable calls.

Supervised a large team of nurses and patient-relations representatives, maintained service levels and agent productivity, and provided managerial cover producing end-of-day/week/month reports. Recognized multiple times as Employee of the Month and awarded for exceeding service-level targets.

Assisted patients with complaints and appointment booking, coordinated with clinics to deliver test results and medical records, and supported colleagues with clinical queries to ensure timely patient service. Handled high-volume calls and aided in clinical file requests and documentation processes.

Delivered oncology nursing care and coordinated multidisciplinary clinic activities at a high-volume government hospital to ensure continuity of care and patient safety. Managed clinical workflows and supported patient education and follow-up.

Provided critical care nursing in ICU/CCU settings, managed ventilated and cardiac patients, and participated in emergency response and monitoring to maintain high standards of patient safety. Collaborated with multidisciplinary teams on acute care plans.

Completed Bachelor of Nursing at Mu'tah University (2005–2007), totaling 133 credit hours.

Completed Diploma in Nursing at Al-Balqa Applied University (2003–2005), totaling 75 credit hours.