Saeed Al Mansoori

Customer Success Manager | Patient Experience Specialist

Profile summary

Career highlights

Key skills

Professional experience

Directs customer success operations and onboarding workflows, coordinating cross-functional engineering and product collaborations to align platform capabilities with enterprise requirements.

• •Leads client onboarding processes for enterprise accounts onto automation platforms, decreasing implementation timelines.
• •Serves as primary account contact across multiple portfolios to maintain engagement through the customer lifecycle.
• •Analyzes customer usage metrics to identify at-risk accounts and deploys retention workflows across 10 accounts.
• •Conducts quarterly business reviews in 2025 to deliver performance insights and identify expansion opportunities.

Managed high-volume hospital switchboard communications by routing incoming and outgoing calls, ensuring prompt connection to the correct departments and clinical teams. Maintained accurate call logs and documentation to support hospital reporting requirements.

• •Managed 200 plus daily inbound and outbound calls with accuracy and professionalism.
• •Prioritized and escalated urgent medical calls to clinical teams to support emergency response.
• •Recorded call logs and documentation for hospital reporting and quality assurance processes.

Contributed to patient care operations within the hospital environment, serving as a primary communication bridge between patients, families, and multidisciplinary healthcare teams. Managed patient feedback documentation and supported the rollout of patient centered care initiatives.

• •Addressed patient concerns and provided emotional support to maintain comfort throughout hospital stays, improving patient satisfaction scores based on hospital surveys.
• •Resolved communication issues between patients, families, and healthcare teams with speed and empathy.
• •Maintained accurate records of patient feedback and interactions to supply actionable data for quality improvement committees.

Reported to the department head while supporting patient relations operations across Mafraq Hospital. Focused on handling grievances, maintaining records, and coordinating internal teams to address service issues.

• •Resolved patient and family complaints within established SLA timelines to prevent escalations.
• •Conducted root-cause analysis of recurring complaints and applied corrective measures.
• •Maintained case records ensuring accurate documentation for audit and quality control purposes.

• •Facilitated clear communication between distressed patients and clinical staff during critical care situations.
• •Designed and administered patient satisfaction surveys, analyzing feedback to identify service gaps and recommend improvements.

• •Leads client onboarding onto AI automation platforms, streamlining implementation workflows for enterprise accounts.
• •Monitors customer health metrics and usage data to identify at-risk accounts and execute retention strategies.

• •Managed high-volume inbound and outbound hospital communications, handling 200 daily calls with accuracy and professionalism.
• •Prioritized and escalated urgent medical calls to appropriate clinical teams, supporting emergency response workflows.

• •Addressed patient concerns and provided emotional support, resulting in enhanced patient satisfaction scores.
• •Supported the rollout of patient-centered care programs, contributing to measurable improvements in hospital satisfaction surveys.

• •Resolved patient and family complaints within established SLA timelines, preventing escalations.
• •Conducted root-cause analysis of recurring complaints and implemented corrective measures.

• •Designed and administered patient satisfaction surveys, analyzing feedback to identify service gaps and recommend improvements.
• •Developed patient experience initiatives that improved emergency department satisfaction benchmarks and reduced informal complaints.

Education

Certifications

Languages