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Sheena Joseph

@sheenajoseph

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Liaison Officer/Operations supervisor in the call center in one of the leading hospitals in Qatar.

Qatar

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What I'm looking for

I am looking for a role that allows me to leverage my extensive experience in operations and project management while fostering a collaborative and innovative work environment.

I am a self-motivated and results-driven professional with over 23 years of experience in delivering optimal results and business value in high-growth environments. My expertise lies in call center operations, relationship building, administration, and project management. I have a proven track record in enhancing customer satisfaction and leading performance-driven teams to achieve key performance indicators.

Throughout my career, I have successfully supervised teams of various sizes, developed training manuals, and implemented strategic initiatives to improve operational efficiency. My role as Supervisor of Operations Performance Improvement Team at Hamad Medical Corporation involved liaising between management and medical staff, ensuring that departmental goals were met while maintaining high standards of patient care. I am passionate about coaching and mentoring, and I thrive in environments that challenge me to grow and innovate.

Experience

Work history, roles, and key accomplishments

Supervisor of Operations

Hamad Medical Corporation

Oct 2021 - Nov 2022 (1 year 1 month)

Led a performance improvement team to enhance operational efficiency by implementing KPIs and managing a team of 26 members. Developed training manuals and conducted regular evaluations to ensure departmental goals were met. Liaised with medical staff to facilitate changes in department functioning.

KPIs Team Management Training Development Performance Management Data Analysis Communication Skills Project Management Customer Service Liaison Reporting

Hospital Liaison Officer

Hamad Medical Corporation

Apr 2012 - Dec 2020 (8 years 8 months)

Managed a team of 60 call center agents to improve patient communication and satisfaction. Developed action plans based on patient feedback and ensured effective grievance resolution. Participated in performance reporting and improvement initiatives.

Customer Satisfaction Grievances Team Leadership Data Collection performance reporting Communication Skills Policy Development

Project Manager and Recruitment In-charge

iPartner WSI

May 2005 - Mar 2011 (5 years 10 months)

Developed client relationships and managed projects to ensure customer satisfaction. Oversaw recruitment processes and coordinated with creative teams for website development. Implemented strategies for client retention and conducted training for clients.

Project Management Client Relationship Management Recruitment Web Development SEO SEM Team Coordination Training CRM Management Negotiation

Administrator

Babhani Clinic

Jun 2003 - May 2005 (1 year 11 months)

Provided administrative support to clinic operations, managed patient files, and assisted in medical transcription activities. Ensured smooth daily operations and coordinated databases.

Administrative Support Medical Transcription Communication Skills Time Management Customer Service

Administrator

Gems Dental Clinic

May 1997 - May 2005 (8 years)

Managed clinic operations, including procurement, inventory auditing, and financial management. Coordinated patient files and supported HR activities such as recruitment and training.