Sarra Zeid

Audit freelance mystery shopper and survey interviewer reports and supporting evidence to ensure compliance with project requirements and quality standards. Validate respondent authenticity and flag incomplete, inconsistent, or potentially fraudulent submissions. Conduct mystery shopping and customer experience evaluations across sectors including retail, hospitality, healthcare, financial services, and food & beverage through in-store visits, telephone, email, websites, mobile apps, and online chat/messaging. Perform structured telephone/face-to-face survey interviews and online assessments per client questionnaires and guidelines. Capture evidence, complete digital forms, analyze findings, and deliver objective, evidence-based reports on strict deadlines in a remote workflow environment.

Coordinated multidisciplinary patient journeys end to end—from inquiry and consultation scheduling through admission, operating theatre booking, pre-operative preparation, post-operative follow-up, and service recovery. Supported surgeons and clinical teams across multiple specialties (plastic surgery, dermatology, aesthetic medicine, facial treatments, homeopathy, laser, dentistry, obstetrics and gynecology, diet and nutrition, and wellness) while aligning doctors, nurses, front desk, and billing for continuity of care. Managed inbound/outbound patient communications via telephone, WhatsApp Business, email, website forms, and social media. Coordinated billing and invoicing including multicurrency transactions using Stripe and payment tools; supported DHA-related recordkeeping. Tracked operational and customer service KPIs, resolved patient complaints, managed waiting times, and supported corrective actions and staff training.

Managed front-office operations and coordinated patient journeys from initial inquiry through appointment, consultation, treatment, billing, and follow-up. Coordinated with clinical and administrative teams to optimize doctors’ calendars and appointment schedules. Handled patient inquiries and appointment coordination through telephone, WhatsApp Business, email, and other digital channels; followed up on leads, confirmations, missed appointments, post-treatment needs, and retention opportunities. Supported billing/payment coordination and ensured patient documentation and record accuracy aligned with clinic procedures and DHA-related requirements using Tablet 10 and other platforms. Assisted marketing and clinical teams with service recovery, resolution of patient concerns, and communication-based/online market research on competitor service prices.