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Heba Heshmat

Head of Operations | Telehealth & Contact Centre | Omnichannel | CX & Digital Transformation | Healthcare Tech
8.9 yrs experienceHospital & Health Care
Jun 2024

The move

MoveDubai Health Authority → TruDoc
TitleOperations Supervisor → Head Of Telehealth Operations
LocationDubai → Dubai
Career arcRooted in UAE★
First time at this levelYes ★
Cross-border moveNo — same country
Native languageEnglish, Arabic
Years in UAE8.9
Total experience8.9 years
TruDoc headcount51-200 employees
TruDoc industryWellness and Fitness Services
TruDoc HQDubai, Dubai
TruDoc founded2011
TruDoc typePartnership

Career arc

  1. Head Of Telehealth OperationsJun 2024 — Present
    TruDoc· Dubai, United Arab Emirates· Full-time
  2. Customer Experience ManagerSep 2022 — Jun 2024
    TruDoc· Dubai, United Arab Emirates· Full-time
  3. Operations SupervisorMar 2021 — Sep 2022
    Dubai Health Authority· Dubai, United Arab Emirates· Full-time
  4. Patient Support Services SupervisorApr 2020 — Oct 2020
    Abu Dhabi Telemedicine Centre - A Mubadala Company· Abu Dhabi, United Arab Emirates· Full-time
  5. Operations Team LeaderDec 2018 — Mar 2020
    Virgin Mobile UAE· Dubai· Full-time
  6. Quality and VOC AnalystDec 2016 — Nov 2018
    Virgin Mobile UAE· Dubai· Full-time

Education

Languages

  • English · Native or bilingual
  • Arabic · Native or bilingual

Top skills

Business Process Outsourcing (BPO)SabreTelehealthContact CentersCustomer ServiceTicketing

About

Operations leader with 15+ years scaling contact centre and healthcare operations across the UAE. Currently heading a 5-vertical operation at TruDoc Health Care — growing from a 35-person single-channel team to 160+ staff across telehealth, diagnostics, school health, and population management, while maintaining 90%+ CSAT for three consecutive years and NPS of 60+.My background bridges two worlds: large-scale contact centre management across telecom, government, and BPO environments, and advanced healthcare operations including telehealth, DHA/DOH compliance, omnichannel implementation, and full digital transformation. I build teams that perform under pressure and systems that scale.I am always open to conversations with organizations building the next generation of operations across the U

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