Available · Eastern Province, Saudi Arabia
Norhan Rifaie
Healthcare Operations Manager & Data Analytics Professional
Clinical Pharmacist turned Operations and Data leader with 6+ years driving performance in large-scale healthcare environments.
Areas of Focus
Operations Management
Leading high-performance call centre and pharmacy operations, building teams, streamlining workflows, and delivering measurable efficiency gains in complex healthcare settings.
Data Analytics
Transforming raw operational data into actionable insights using Excel, Power BI, and SQL — enabling evidence-based decisions that drive continuous service improvement.
Career
Work Experience
Call Center Manager
2023 – 2025Osama El Tayeby Pharmacies
- Managed a team of 30+ call centre agents across multiple shifts
- Achieved 15% reduction in Average Handle Time (AHT)
- Drove 25% improvement in Customer Satisfaction (CSAT)
- Implemented QA frameworks and performance dashboards
Shift Manager & Drug Information Center Manager
2021 – 2023Osama El Tayeby Pharmacies
- Oversaw daily operations handling 500+ customer inquiries
- Managed Drug Information Center staffing and protocols
- Coordinated shift scheduling and escalation procedures
Call Center & Drug Information Agent
2019 – 2020Osama El Tayeby Pharmacies
- Provided front-line pharmaceutical guidance to patients
- Handled inbound call volume and drug-information requests
- Consistently met quality and resolution-time targets
Clinical Pharmacist
2018AlAkhwat Pharmacy
- Dispensed medications and counselled patients on drug interactions
- Maintained accurate prescription records and compliance
Capabilities
Skills & Expertise
Operations
- Call Centre Management
- Workforce Planning
- SLA / KPI Oversight
- Quality Assurance
- Process Optimisation
- Escalation Handling
Data & Analytics
- Microsoft Excel (Advanced)
- Power BI
- SQL (in progress)
- Dashboard Design
- Performance Reporting
- Root Cause Analysis
Technology
- CRM Platforms
- Call Centre Software
- HTML / CSS / JS (Intro)
- Microsoft Office Suite
- Data Visualisation
Customer Experience
- CSAT Improvement
- AHT Reduction
- Patient Communication
- Complaint Resolution
- Customer Journey Mapping
Clinical Domain
- Clinical Pharmacy
- Drug Information
- Medication Safety
- Pharmaceutical Care
- Patient Counselling
Languages
- Arabic — Native
- English — Native / Fluent
Impact
Key Achievements
CSAT Transformation Program
Redesigned agent training, feedback loops, and escalation paths to achieve a 25% uplift in Customer Satisfaction scores across the call centre.
AHT Reduction Initiative
Streamlined call-handling workflows, introduced knowledge-base tooling, and coached agents to reduce Average Handle Time by 15%.
Drug Information Center Scaling
Built and scaled the Drug Information Center to manage 500+ daily patient inquiries while maintaining accuracy and safety standards.
QA Framework Development
Designed and deployed a comprehensive quality-assurance framework with scoring rubrics, calibration sessions, and real-time dashboards.
Background
Education & Certifications
BSc Clinical Pharmacy
Alexandria University
Five-year professional pharmacy programme covering clinical pharmacology, pharmaceutical care, and patient counselling.
Drug Information & Medication Safety
Professional Certification
Specialist training in drug information management, adverse-drug-reaction reporting, and medication safety protocols.
Introductory Web Design
HTML / CSS / JavaScript
Foundational web technologies covering semantic HTML, modern CSS layout, and JavaScript DOM manipulation.
Data Analytics
Excel · Power BI · SQL
Applied data analytics programme focusing on data wrangling, visualisation, and SQL querying for operational reporting.
Let's Connect
Get in Touch
Open to new opportunities in healthcare operations and data analytics. Feel free to reach out.
Location
Dammam, Eastern Province, Saudi Arabia