Head Of Customer Care
Gulf General Insurance Cooperative Insurance Co.
Total years of experience :25 years, 7 Months
Responsibilities - Head of Customer Care
• Strategic Leadership: Hand-selected as Head of Customer Care to streamline customer service policies, strategies, and processes across the organization with a focus on client-centered services and administrative efficiency.
• Continuous Improvement: Offering strategic direction, driving ongoing enhancement of policies, strategies, and processes to meet evolving customer needs and industry standards.
• Team Building: Fostering a collaborative team environment within the Customer Care department, emphasizing a shared commitment to achieving organizational goals.
• Complex Query Management: Directly addressing and responding to complex inquiries, anomalies, and exceptions, ensuring timely resolution and customer satisfaction.
• Performance Monitoring: Empowering and monitoring team resources to meet complaint resolution timelines, assess complaints, and authorize payments when required.
• Reporting and Communication: Periodically reporting to the CEO on complaints summary, satisfaction metrics, root causes, and improvement opportunities. Act as a focal point for disseminating information between Senior Management and the team.
• Quality Assurance: Overseeing monthly quality feedback, ensuring key performance indicators (KPIs) such as First Response Time (FRT), Customer Satisfaction (CSAT), Average Handling Time (AHT), and Employee Engagement are maintained.
• Process Optimization: Designing and deploying new workflows and processes to decrease case handling times while ensuring compliance with regulatory regulations and circulars.
• Cross-Department Collaboration: Liaising with other Department Heads to establish Service Level Agreements (SLAs) for timely issue resolution.
• Budget Management: Manage the approved budget of the Customer Care department efficiently.
Responsibilities - Western Regional Manager
• Regional Growth: Directed and executed strategies to achieve regional sales targets, key account management, and external broker relationships.
• Operational Excellence: Evaluated and enhanced operational practices across sales points, ensuring compliance with marketing campaigns and achievement of budgetary goals.
• Performance Analysis: Monitored and analyzed production systems, identifying areas for improvement and implementing effective strategies for optimization.
• Financial Management: Oversaw budgeting, cost management, and financial performance, ensuring alignment with organizational objectives.
• Logistics and Distribution: Managed inventory, production distribution, and facility layout in accordance with regional requirements.
• Goal Setting: Defined and communicated long- and short-term goals for sales, key accounts, and external brokers, driving a high-performance culture.
• Mentorship: Provided guidance and mentorship to managers and assistant managers, fostering leadership development and team cohesion.
Responsibilities - Operations Manager
• Full Spectrum Operations: Orchestrated day-to-day operations, ensuring seamless functioning of diverse insurance activities. Spearheaded strategic planning and executed operational initiatives to achieve organizational goals.
• Stakeholder Management: Liaised effectively with cross-functional teams, engaging with managers from different areas to ensure seamless collaboration. Presented findings to stakeholders and higher management, facilitating informed decision-making processes.
• Training and Supervision: Played a pivotal role in onboarding and training new employees, fostering a high-performance culture. Tracked and measured staff performance, implementing corrective actions for continuous improvement.
• Change Management: Planned and controlled change initiatives, ensuring minimal disruptions and maximum efficiency. Managed a comprehensive quality assurance program to enhance overall operational effectiveness.
• Innovation and Technology Integration: Proactively researched new technologies and alternative methods to enhance operational efficiency, staying at the forefront of industry advancements.
Responsibilities - Key Account Manager
• Business Development: Leveraged new business opportunities through market and competitor research, executing key account planning to generate leads for subsequent development.
• Client Relationship Management: Developed synergetic excellent business relationships with clients, providing ongoing customer service and maximizing sales opportunities.
• Key Account Handling: Increased key accounts in the region, capturing customer requirements and recommending options for optimizing resources, securing orders, and ensuring product adherence to client specifications.
• Strategic Account Management: Designed and executed strategies to manage accounts, setting objectives for account management, and exploiting the existing client base to increase revenues, profitability, and market presence.
• Pricing and Negotiation: Structured pricing policies for clients, managed conflicts, and developed effective negotiation and sales strategies resulting in increased revenue and business growth.
• Client Communication: Conducted regular conversations with key clients to ensure optimal service levels and fostered long-term business relations.
• Issue Resolution: Addressed inquiries and complaints promptly by coordinating across departments, ensuring appropriate changes were made to resolve customer problems.
• Market Analysis: Conducted research and analysis on present and future market opportunities, recommending strategies to senior management for sound and profitable growth.
• Formulated and deployed key account management plans for existing business.
• Ensured adherence to quality standards and timely submission of invoices.
• Monitored renewals, cross-sold various products, and provided exceptional customer service.
• Analyzed market dynamics, recommended improvements, and contributed to revenue growth.
• Supported and maximized the effectiveness of sales operations.
• Facilitated a positive customer experience and resolved customer complaints effectively.
• Monitored staff achievements, conducted training, and maintained business relationships with clients.
Key Responsibilities as Group Leader CSC & PA - WRO:
October 2007 - November 2011
• Handled the whole gamut of activities of policy administration process and PA workers at regional office to consistently chart a rising business curve for company services.
• Ascertained that all policies, endorsements and supporting documents issued are in acquiescence with company policies and as requested by channels and underwriting and within specified time period.
• Imparted on job training to new workers, thus communicated effectively with channels, underwriting and management to formulate long and short term strategies for enhancing organizational revenues.
• Accountable for implementation of business processes with a view to ensure adequate penetration, market share, business growth and performance.
• Reported team performance trends, ensured consistency, established policies/ procedures and coordinated communication of team results based on operational standards of the organization.
Key Responsibilities as Customer Service Executive & Policy Admin - WRO: November 1997 - October 2007
• Created and executed strategic plan, with measurable short, mid and long-term goals, to build and sustain a best-in-class customer service program for the organization.
• Assumed responsibility for issuing policies, endorsements and supporting documents with the given authority by SBU's as requested by channels and underwriting and within specified time span for better workflow.
• Assisted customers choose the right insurance plan, maintained customer handling and satisfaction as the core focus area and ensured attractive bottom line for the branch. Ensured that timely, accurate and responsive guidance is provided to policyholders on a variety of products, plans and programs to enhance smooth functioning
• Maintained long-term relationships with customers by providing attentive/high quality customer service and accordingly promote the growth and retention of business as per company standards.
• Projected a highly professional and customer friendly facade to clients, forged long term business relationships as a key impetus to expansion and growth. Kept abreast of new developments, changes in policies/procedures to enhance the quality of customer service provided.
• Executed a strategic plan for a best-in-class customer service program.
• Issued policies, endorsements, and supporting documents, ensuring compliance with company policies.
• Provided guidance to policyholders on various products, plans, and programs.
• Maintained long-term relationships with customers, contributing to business growth and retention.
Certificate in Insurance
.ماجستير مهني في إدارة الاعمال بعد الحصول على دبلوم إدارة عامة , دبلوم الموارد البشريه , دبلوم الخطة الاستراتيجية
Trainings & Certifications •Apr 2023: Claim Handling Pross certificate - King Abdulaziz University _ Applied College •Apr 2023: Attended TOT course and Preparing and designing training packages •Aug 2022: Anti-Money Laundering & Combating Terrorist Financing Certificate @ GGCI •Jul 2021: Professional Diploma in Strategic Planning – International Compass Academy – Egypt. •Jun 2021: Professional Diploma in Human Resources – International Compass Academy – Egypt. •May 2021: Professional Diploma in Business Administration – International Compass Academy – Egypt. •Nov 2019: Crest Com certificate, The Bullet Proof for Manger Program. •Nov 2014: Spearhead Training course for Leading Through Competencies • December 2012: Thomson Reuters, Training & Competence Certification for Anti-Money Laundering SAMA – (Arabic) • Feb 2009: TC/DQ, Training for Motor Insurance Foundation • May 2005: New Horizons, Training Course/Certification for MS Excel 2003 Level 1&2&3 • April 2005: The Chartered Insurance Institute, IF3 Certification, Insurance Underwriting Process • Oct 2004: The Chartered Insurance Institute, IF1 Insurance Certification for Legal and Regulatory • Sept 2004: Takaful Insurance Training (Takaful for Non Takaful Employees), at Mariott Hotel, Riyadh • March 2004: KDC/DQ, Course for the 7 Habits of Highly Effective People • June 1999: Program for Professional Business Writing Skills, Mandevco International, UK • May 1999: NCCI Center, WRO, General Principles of Insurance Wordings & Theira • July 1998: Meirc Training & Consulting, Training Program for Increasing Sales through Customer Care • May 1998: NCCI Center, Junior Level Technical Workshop Certification (Property, Casualty, Engineering, Marine Cargo & Risk Management) • May 1998: NCCI Center, Manage Time Training Course • Oct 1997-Nov 1997: NCCI Center, Graduate Foundation Programme • Jul 1991-Sep 1991: The British Council, Course 5A (Higher Intermediate), Certification for English Language
