1. Heba Chmeisse
Al Zahraa , Jeddah, Saudi Arabia
Phone: +966558420571
E-mail: heba.chmeisse@gmail.com
Objectives
A high-energy, dependable, multitasking individual focused on continued professional development.
Holding a good experience in health care, marketing, sales and customer satisfaction, and education.
Dedicated to excellence and perfection with ultimate goal of improving the health and wellness
experience of others.
Education
University of Technology of Sydney, NSW, Australia (Nov 2014)
 M. Pharmacy – Distinction - with clinical rotation at Blooms Pharmacy (community pharmacy) and
Liverpool Hospital (hospital pharmacy).
Lebanese American University, Byblos, Lebanon (Feb 2012)
 B.S Biology - Honors
Experience
Strategy Team Leader – Head of Marketing, Experience and Business Development (Dec 2015 –Present)
Waad Academy (Jeddah, Saudi Arabia)
 Business Development research and marketing strategies implementation
 Maintain deepened ties with current clients through relationship building strategies
 Working with Business Development Director on creating customized marketing plans to increase
business with new clients based on market data
 Cultivate strong relationships with customers by delivering the most advantageous customer
experience during every client interaction
 Call center Supervision
 Resolve escalated Customer experience queries especially relating to interdepartmental issues by
interpreting company procedures in order to meet customer and business expectations
 Prepare and present weekly reports on Customer Experience department including:
 System utilization reports and analysis
 Complaints dashboard and analysis
 VOC reports and analysis
 Customer centric KPIs
 Mapping the As Is and To Be Customer Journey at Waad Academy
 Enhance and develop Measurement policies
 Problem solving and RCA (Root Cause Analysis)

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 Resolve customer complaints
 Plan customer satisfaction strategies
 Process enhancements and re-engineering (BPM)
 Plan & implement experience researches & measurements (NPS, CSI … etc.)
 Provide on the job support, coaching and appraisal of team members, ensuring they attain the
necessary skills to be fully effective in the role, and identify the formal training requirements of the
team with line management, where it cannot be sourced locally.
Care Officer (Sep 2015 –Dec 2015)
Waad Academy (Jeddah, Saudi Arabia)
 Managing the clinic.
 Responsible of students’ medical profile including:
1. Allergies
2. Special needs
3. Chronic medical cases
4. Injuries
 Managing canteen and students nutrition.
 Managing and implementing health awareness campaigns.
 Responsible of school hygiene :
o Students
o Staff
Staff Pharmacist (April 2012 – Feb 2015)
Starchem Discount Pharmacy (Brighton-Le-Sands, NSW, AUS)
 Manage ancillary staff in fulfilling more than 400 prescriptions daily.
 Consult with physicians and patients with regard to medication dosage, drug interactions, medical
equipment, disease management and potential side effects of prescription and OTC medications.
 Dispense and compound prescriptions quickly and accurately, and maintain accurate patient records,
dosing information and directions for use.
 Counsel patients on correct use of over–the–counter medications.
 Train non-pharmacy students on specific Vitamins and OTC (off-the-counter) medications.
Instructor (March 2014- Nov 2014)
Alfa Omega Education (Sydney, NSW, AUS)
Teach Physics and Biology for year 11 and 12 students undergoing the HSC exams.
Instructor (April 2012- Nov 2014)
UTS Bridging Students Center (Sydney, NSW, AUS)
Teach Bio101 and Physics 101 as bridging courses for students entering the faculties of Science and/or
Engineering without completing the required courses during HSC.

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Instructor (March 2013- Nov 2014)
UTS International Student Center (Sydney, NSW, AUS)
Teach English as ESL for international students accepted in faculties of Science and/or Engineering.
Provide preparation for ILETS and SAT exams.
Lab Instructor Assistant (Sep 2011- Feb 2012)
Lebanese American University (Byblos, Lebanon)
Micro Biology and Analytical Chemistry Lab Instructor Assistant.
Internship
UTS M-Pharm Intern (Jun 2013)
Pfizer (Sydney, NSW, AUS)
Rotational Internship among different departments including:
 Pfizer Consulting & Execution
 Pharmaceutical Marketing
 Research & Development
o Research disease biology
o research drug delivery
o Engineering of vaccines & nucleic acids
UTS M-Pharm Intern (April 2013)
St. George Hospital (Sydney, NSW, AUS)
Hospital Pharmacy Internship- Pharmacy administration section- which included participation in
committees responsible of :
 Provision & evaluation of clinical pharmacy programs & services
 Support drug policy initiatives
 Strategic planning initiatives
 Completing projects that support and enhance patient care service
Skills
 Pharmaceutical Operations (Prescription dispensing, patient counseling...)
 Good knowledge with scientific terms
 Strong customer service skills,
 Team leader
 Great user of available resources
 Critical thinker
 Good classroom management
 Excellent communication skills( Verbal, Written and Listening)
 Project management
 A desire to succeed

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 Function under pressure
 Excel at multitasking
 MS Office (Word, Excel, PowerPoint, Access)
 BMP software (Visio, Concept Draw, Bizagi)
References
Available upon request