CHRISTINE WAHBA
Maidenhead
Summary
Dynamic customer experience professional with extensive expertise in healthcare and digital services, adept at orchestrating cross-functional initiatives that seamlessly integrate technology, operations, and customer needs to achieve significant business outcomes. Proven track record in leading customer success programs that enhance satisfaction and engagement throughout the customer journey, from onboarding to long-term retention. Skilled in driving operational efficiency and digital transformation through process improvements that boost productivity, data accuracy, and service quality while realizing cost and time savings. Collaborative partner to commercial and product teams, focused on identifying growth opportunities and implementing scalable solutions that translate operational performance into tangible financial and customer impact.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
GLOBEMED
10.2023 - 06.2025
- Led CX function, managing digital service transformation, end-to-end customer journey design, and process optimisation with accountability for customer satisfaction, KPI monitoring and ensuring new digital services met operational efficiency and client needs. Oversaw cross-functional teams, IT integration projects and vendor relationships that delivered scalable healthcare solutions.
- Directed cross-functional projects that reduced live agent interventions by 42%; redesigned IVR and WhatsApp customer support workflows, introduced automated FAQs and SMS notifications that instantly resolved common queries and provided customers direct access to their e-prescriptions and claims status.
- Co-developed API integrating customer data into one interface for agents enabling faster, more accurate responses. Improved first-contact resolution rates and delivered a smoother, more consistent customer experience across channels.
- Expanded customer services portfolio by integrating in-home diagnostics, including vendor negotiations, operational readiness and provider training, which improved accessibility and user satisfaction.
- Launched discount card programme that extended healthcare benefits to non-insured customers, generating new revenue streams. Achieved 300+ organic sales in the first month and improved cash flow for providers, strengthening long-term B2B partnerships.
- Monitored customer KPIs (CSAT, complaints, adoption metrics) to assess impact of new services and provide continuous improvement recommendations to management.
- Managed one direct report and provided ongoing coaching, training, and weekly performance check-ins to enhance process adherence, system efficiency, and professional growth.
- Supervised coaching of customer service agents through role-play sessions and real-time feedback to strengthen communication and elevate service quality.
- Egypt’s leading healthcare benefits management company, serving over 1.2 million insured members through partnerships with 18 insurance companies.
Senior Customer Experience Officer
GLOBEMED
09.2021 - 10.2023
- Served as key member of digital transformation team, driving enhancements to mobile application and customer support systems. Collaborated with IT, operations and external partners to design customer-centric workflows, streamline service delivery and reduce turnaround times. Oversaw system integrations, requirement gathering and process design to improve claim processing, chronic treatment support, and telehealth services.
- Co-led launch of ePrescription project that provided patient access to prescriptions post-consultation without manual paperwork or delays. Oversaw data integration, supervised Provider training on correct claim submission, and tested automated workflows.
- Enhanced reimbursement claims module by introducing real-time tracking for customers via mobile app (submitted, under processing, approved, payment under processing, payment processed, rejected with reason, missing documents alerts). Reduced average claim processing time from 10 days to 3–5 days when documents were incomplete, significantly improving customer satisfaction and efficiency.
- Developed chronic treatment management feature via mobile app that cut inbound queries, allowing patients to monitor monthly medication cycles, and receive reminders for adherence and instant notifications on every transaction (submitted, posted, ready to dispense, dispensed, partially dispensed, renewal due).
- Revamped complaints management workflow for faster resolution times; introduced categorisation, ticketing system integration and SLA-based resolution guidelines, eliminating lost/unattended complaints and ensuring customers were kept updated at every stage.
- Streamlined telehealth consultations service for seamless user experience; set clear business objectives, designed user-friendly workflows, and managed provider integration directly into mobile app (removing reliance on external platforms). Oversaw provider selection, contracts and onboarding.
- Conducted call listening and service audits, providing constructive feedback to team leaders to improve consistency and customer satisfaction.
Senior Account Manager
GLOBEMED
10.2019 - 09.2021
- Managed portfolio of corporate healthcare accounts acting as main liaison between clients and internal teams, ensuring service quality, SLA compliance and smooth onboarding of new clients. Partnered with operations and customer support to address escalations and implement customised solutions that strengthened client satisfaction.
- Managed up to 35 corporate healthcare accounts representing over 150,000 insured members, working closely with designated medical coordinators for each client.
- Led onboarding for new corporate clients, running service introduction sessions, SLA alignment meetings, and feedback loops to ensure smooth adoption and satisfaction.
- Designed automated client reporting (quarterly consumption, potential abuse, monthly complaint resolution) that reduced manual work for account managers and proactively addressed client needs. This innovation reduced escalations and improved transparency.
- Built strong client relationships through proactive engagement (calls, meetings, service recommendations), achieving a 92% contract renewal rate across managed accounts.
- Collaborated in sales-to-operations transitions, ensuring new implementations were delivered on time, within budget, and aligned to scope, while providing instant support during the transition phase.
- Coached and trained new hires and junior officers on system navigation, claims management, and customer communication standards.
Medical Nutrition Educator
HERO BABY
11.2016 - 09.2019
- Drove medical education and nutrition advocacy for Hero Baby’s infant formula and nutrition products. Built trusted relationships with paediatricians and mothers, delivered evidence-based guidance, and facilitated product adoption through workshops, consultations, and community engagement. Partnered with healthcare professionals to expand brand awareness and influence prescribing practices.
- Increased sales across three product lines by 27% in first two quarters; built rapport with paediatricians and mothers, combining trusted advice with product education.
- Boosted product awareness through provider events, participating in 1–2 pharmacy and polyclinic events per month. Consistently sold 1–2 stands (100 products each) per event, driving monthly sales growth.
- Gained direct referrals from paediatricians who valued product knowledge and constructive support.
- Medical nutrition company
Pharmacist / Clinical Pharmacist
COMMUNITY PHARMACY | HOUSE OF GRACE HOSPITAL
09.2015 - 08.2016
- Delivered patient-centred care, medication counselling, and clinical support in retail and hospital settings.
Education
Power BI Certification -
TOP BUSINESS TRAINING CENTER
Cairo, Egypt09.2023
Health Coaching Certification - undefined
INSTITUTE OF INTEGRATIVE NUTRITION
New York, USA03.2019
Bachelor’s Degree - Clinical Pharmacy
FACULTY OF PHARMACY, INSTITUTION
Alexandria, Egypt06.2014
Skills
- Customer Success
- Client Engagement
- Service Innovation
- Customer Journey
- Digital Transformation
- Project Management
- Process Improvement
- Business Requirements Gathering
- Cross-functional Collaboration
- Vendor Management
- Stakeholder Alignment
- Data Analytics (Excel, Power BI, Visio)
Timeline
Customer Experience Manager
GLOBEMED
10.2023 - 06.2025
Senior Customer Experience Officer
GLOBEMED
09.2021 - 10.2023
Senior Account Manager
GLOBEMED
10.2019 - 09.2021
Medical Nutrition Educator
HERO BABY
11.2016 - 09.2019
Pharmacist / Clinical Pharmacist
COMMUNITY PHARMACY | HOUSE OF GRACE HOSPITAL
09.2015 - 08.2016
Health Coaching Certification - undefined
INSTITUTE OF INTEGRATIVE NUTRITION
Bachelor’s Degree - Clinical Pharmacy
FACULTY OF PHARMACY, INSTITUTION
Power BI Certification -
TOP BUSINESS TRAINING CENTER