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serene hamed

@serenehamed

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Customer Success Manager at Doktori Media who raised patient show-up rates from 60% to 80%.

Jordan

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At Doktori Media, I manage client relationships for medical and aesthetic clinics, coordinating onboarding, campaign launches, and performance reporting. I raised patient show-up rates from 60% to 80% by redesigning follow-up processes, quality control, and communication.

I also sustain a 20% booking rate from qualified leads by tracking team KPIs and refining sales scripts. I coach the call center team and share client and patient feedback with internal teams to improve services.

At TTM Associates, I managed client accounts and led consulting projects from scope and planning through delivery. I also ran discovery and research, developed improvement plans, and delivered workshops and training to client teams.

Across customer service roles at Tahaluf Technical Solutions, Webhelp Jordan, Posta Plus Logistics, and Extensya, I supported customers with applications, inquiries, feedback, and technical troubleshooting. I hold a Bachelor of Science in Biomedical Engineering from Yarmouk University.

Experience

Work history, roles, and key accomplishments

Current

Sales Call Center Manager

Current

Doktori Media

Feb 2025 - Present (1 year 8 months)

Serve as primary point of contact for multiple client clinics and doctors, managing communication, expectations, and escalations. Onboard new accounts, monitor account health, and prepare performance reports to drive retention and growth.

Account Management Customer Onboarding KPI Tracking Upselling Cross Selling Data Analysis Team Leadership Coaching CRM Microsoft Office

Customer Service Advisor

Tahaluf Technical Solutions

Sep 2023 - Jan 2025 (1 year 4 months)

Guided customers through UAE immigration policies and application steps, resolving complex inquiries. Prepared and submitted application documents with 100% accuracy and full regulatory compliance.

Customer Service Regulatory Compliance Documentation Communication Skills

PEO and Solutions Lead

TTM Associates

Jan 2022 - Apr 2023 (1 year 3 months)

Managed a portfolio of client accounts as the main point of contact, building long-term relationships and ensuring satisfaction. Led consulting projects end to end, from scope definition to deliverable tracking, and delivered workshops and training sessions.

Account Management Project Management Stakeholder Management Discovery Research Training Business Development

Customer Service Advisor

Webhelp Jordan

Jan 2021 - Jun 2021 (5 months)

Conducted customer satisfaction surveys and verified data to capture actionable feedback. Logged and escalated customer concerns to the ticketing team, ensuring accurate documentation and resolution within SLA.

Customer Satisfaction Data Verification Ticketing Systems Escalation Management

Technical Support Agent

Extensya

Dec 2018 - Nov 2020 (1 year 11 months)

Guided customers through technical troubleshooting for internet hardware and connectivity issues. Resolved technical problems promptly, escalating complex cases to the relevant teams.

Technical Support Troubleshooting Customer Service Escalation Management

Customer Service and Social Media Agent

Posta Plus Logistics

Dec 2019 - May 2020 (5 months)

Handled customer inquiries across phone, private messages, and public social media channels. Managed the company's social media presence with prompt, professional responses that improved engagement.

Customer Service Social Media Management Communication Skills

Education

Degrees, certifications, and relevant coursework

Yarmouk University

Bachelor of Science, Biomedical Engineering

2013 - 2018

Activities and societies: Graduation Project: Designed a portable Hemothorax Detector for field use. Training: Biomedical Engineer Trainee at Al Yamamah Medical Company and King Hussein Medical Center (2018), covering medical equipment sales, calibration, and troubleshooting.

Bachelor of Science in Biomedical Engineering. Graduation project designed a portable Hemothorax Detector for field use.