Open to opportunities

Ahmad Awad

@ahmadawad2

Message

Experienced contact center supervisor and healthcare leader driving CX, quality, and operational excellence.

United Arab Emirates

Message

What I'm looking for

I seek a leadership role in healthcare contact center operations where I can improve CX, lead digital transformation, coach teams, and drive KPI performance in a collaborative, patient-centered organization.

I am a COPC-certified contact center leader with over 14 years of experience in world-class hospitals and a strong nursing background. I specialize in building and running high-volume healthcare contact centers while aligning operations with patient-focused service standards.

I have led teams to exceed KPIs—achieving a 90% service level and reducing abandon rates to under 2%—and implemented digital transformation projects including tele-consultation, online scheduling, patient portal integration, and CRM consolidation. I also designed staffing and scheduling processes, coached agents through nesting periods, and conducted daily quality audits to maintain high standards.

I am driven by improving patient experience through data-driven decision making, staff development, and operational rigor, and I bring hands-on nursing experience to effectively liaise between clinical teams and contact center staff.

Experience

Work history, roles, and key accomplishments

Contact Center Supervisor

Cleveland Clinic Abu Dhabi

Nov 2014 - Apr 2025 (10 years 5 months)

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%.

Workforce Management Quality Assurance Scheduling Power BI

Acting Call Center Supervisor

American Hospital Dubai

Jan 2013 - Oct 2014 (1 year 9 months)

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.

Team Leadership Reporting Clinical Coverage Process Improvement Call Center Operations

Patient Physician Liaison

American Hospital Dubai

Mar 2010 - Jan 2013 (2 years 10 months)

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

Medical Terminology

Senior Nurse

Al-Bashir Governmental Hospital

Jun 2009 - Mar 2010 (9 months)

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

Oncology Nursing Patient Care Clinical Coordination Patient Education

Staff Nurse

Al-Karak Governmental Hospital

Aug 2006 - Jun 2009 (2 years 10 months)

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

Emergency Response Clinical Documentation