Ahmad Awad

Managed a 60-agent contact center and led a 15-agent supervisory team handling 3,500–4,000 calls/day, scheduled appointments for 6 institutes/20+ clinics, and implemented tele-consultation and CRM integrations; improved service level to 90% and reduced abandon rate to <2%.

Supervised a large team of nurses and patient relations representatives in the call center, maintained service levels and agent productivity, and covered managerial duties including end-of-day/week/month reporting, earning repeated 'Employee of the Month' recognitions.

Assisted patients with appointment bookings, lab-result communications, medical record requests, and supported PRRs and clinics to resolve queries and improve patient experience.

Provided oncology clinic nursing care and coordination, managed patient care plans, and supported clinical workflows to enhance clinic efficiency and patient outcomes.

Delivered ICU/CCU nursing care including critical patient monitoring, emergency response, and multidisciplinary team collaboration to maintain high standards of acute care.

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

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