Total Years of Experience: 16 Years, 9 Months
September 2019
To Present
Vice President of Programs and Projects
at Leader Investment Group
Location :
Saudi Arabia - Riyadh
March 2018
To Present
Business Analyst
at Self Employed . Freelancer
Location :
Saudi Arabia - Jeddah
Freelancer
• Research, Defining and managing business needs, problems, opportunities.
• Assessing the business impact of changes, obtaining, examining, recording, tracking requirements, develop solutions.
• Defining and monitor scope of work, manage schedule, budget, time, quality and deliver value to stakeholders, tracking resources, risks and work dependencies.
• Research, Defining and managing business needs, problems, opportunities.
• Assessing the business impact of changes, obtaining, examining, recording, tracking requirements, develop solutions.
• Defining and monitor scope of work, manage schedule, budget, time, quality and deliver value to stakeholders, tracking resources, risks and work dependencies.
October 2011
To October 2020
Quality Assurance and Training Specialist
at SAUDI BINLADIN GROUP
Location :
Saudi Arabia - Jeddah
• Co-established the human resources services contact center.
• Defined business needs, create solutions, recommendation, business cases, identified gaps, aligning goals and objectives to organizational strategic goals.
• Elicit, analyses requirements and defined evaluating metrics and success criteria.
• Led a couple of projects for delivering group unified healthcare insurance and devolving ERP system.
• Dealing with External and Enteral entities and key stakeholder.
• Lead a functional technical and operational team members of the insurance brokerage and the insurance company, co-located in SBG offices.
• Lead and execute the unified healthcare insurance group as the technical supervisor to unify policies.
• Handle all escalated insurance matters, and maintain stakeholder’s expectations, 350K+ beneficiary.
• Managing financial transactions between group divisions, companies, insurance brokerage and the insurance company, which are worth 450M+ SR. Yearly.
• Obtaining and maintaining all financial documents.
• Developed QA processes to monitor and control the healthcare insurance operations performance as well as for the contact center.
• Defined business needs, create solutions, recommendation, business cases, identified gaps, aligning goals and objectives to organizational strategic goals.
• Elicit, analyses requirements and defined evaluating metrics and success criteria.
• Led a couple of projects for delivering group unified healthcare insurance and devolving ERP system.
• Dealing with External and Enteral entities and key stakeholder.
• Lead a functional technical and operational team members of the insurance brokerage and the insurance company, co-located in SBG offices.
• Lead and execute the unified healthcare insurance group as the technical supervisor to unify policies.
• Handle all escalated insurance matters, and maintain stakeholder’s expectations, 350K+ beneficiary.
• Managing financial transactions between group divisions, companies, insurance brokerage and the insurance company, which are worth 450M+ SR. Yearly.
• Obtaining and maintaining all financial documents.
• Developed QA processes to monitor and control the healthcare insurance operations performance as well as for the contact center.
January 2011
To October 2011
Quality Assurance Executive
at SOLEXPLUS CONTACT CENTER
Appointed as Aziza Panda project manager and a focal point of contact.
• warded & led a new campaign for the client (watch & win), volume of work increased by 600%.
• participate in designing the call monitoring formats & suitable quality standards.
• developed “SOPs, performance reports, services scripts”.
• oaching & feedback, responsibility for delivery of the defined customer experience in every
call.
• se quality monitoring data management system for compiling & tracking
performances/customer feedback at team & individual levels.
• ontribute of acquisition in new CRS’s.
• ed and managed the daily activities of call center agents.
• upervising, planning, & managing functions concerned to call center environment.
• eriodically prepared presentations for senior management and clients
• nfluenced the hiring process in addition to the training and development.
• repare & analyse internal/external quality reports & managing the staff reviews.
• warded & led a new campaign for the client (watch & win), volume of work increased by 600%.
• participate in designing the call monitoring formats & suitable quality standards.
• developed “SOPs, performance reports, services scripts”.
• oaching & feedback, responsibility for delivery of the defined customer experience in every
call.
• se quality monitoring data management system for compiling & tracking
performances/customer feedback at team & individual levels.
• ontribute of acquisition in new CRS’s.
• ed and managed the daily activities of call center agents.
• upervising, planning, & managing functions concerned to call center environment.
• eriodically prepared presentations for senior management and clients
• nfluenced the hiring process in addition to the training and development.
• repare & analyse internal/external quality reports & managing the staff reviews.
May 2008
To December 2010
Medical Underwriting Officer
at ALLIED COOPERATIVE INSURANCE GROUP
Processing of group medical underwriting administration to ensure productivity, quality &
service level targets are consistently met.
• Handled & processed day to day requests such as addition, deletion, upgrading, & missing.
• Issued debit/credit notes and reconciled accounts.
• Handled new policies from the cautions until issuance.
• Perform administrative tasks, such as maintaining records & handling policy renewals.
• Assist medical claims department to clear all the pending claims, finalized & make the
reconciliation with providers.
• Assist general department to issue new TBL policies in PREMIA system.
• Developing new medical system (TOSHFA).
service level targets are consistently met.
• Handled & processed day to day requests such as addition, deletion, upgrading, & missing.
• Issued debit/credit notes and reconciled accounts.
• Handled new policies from the cautions until issuance.
• Perform administrative tasks, such as maintaining records & handling policy renewals.
• Assist medical claims department to clear all the pending claims, finalized & make the
reconciliation with providers.
• Assist general department to issue new TBL policies in PREMIA system.
• Developing new medical system (TOSHFA).
June 2007
To May 2008
Customer Service Representative
at FRONT LINERS CONTACT CENTER
Location :
Saudi Arabia - Jeddah
• Excellence Letter - May 2008.
• Award Letters - September 2007 & August 2007.
• Handling the daily inbound calls and provide the services needed according to each processes requirement.
• Airlines tickets booking.
• Follow-up on customer inquiries not immediately resolved.
• Worked as a multi skilled agent on number of processes “Elaf travel & tourism, SPS Net, Al Haddad Telecom, Air Arabia Air Lines, Al Khayala Air Lines, Nessma Net” & other short term campaigns.
• Developed SOPs for Air Arabia Air Lines campaign.
• Involved in the hiring process for new CSRs. And trained new agents.
• Award Letters - September 2007 & August 2007.
• Handling the daily inbound calls and provide the services needed according to each processes requirement.
• Airlines tickets booking.
• Follow-up on customer inquiries not immediately resolved.
• Worked as a multi skilled agent on number of processes “Elaf travel & tourism, SPS Net, Al Haddad Telecom, Air Arabia Air Lines, Al Khayala Air Lines, Nessma Net” & other short term campaigns.
• Developed SOPs for Air Arabia Air Lines campaign.
• Involved in the hiring process for new CSRs. And trained new agents.
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