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ALAYET MALAK, Senior Case Coordination Specialist

ALAYET MALAK

Senior Case Coordination Specialist·MSH INTERNATIONAL (health insurance TPA)

United Arab Emirates

Master's degree, Strategic Management & Consulting

Work experience

Total years of experience: 5 years, 6 months

Senior Case Coordination Specialist

January 2025 - Present

MSH INTERNATIONAL (health insurance TPA)

Tunis, Tunisia

January 2025 - Present

Participated in client reunions and meetings with high-profile clients to build strong
relationships and ensure client needs were met.
Conducted in-depth data analysis to identify key drivers ofclient retention and churn, then
developed and executed service enhancements targeting measurable improvement in client
satisfaction.
Managed VIP portefolios and worked on attracting new clients via an efficient RFPs.
Company industry:
Insurance & TPA

Senior Case Coordination Specialist

January 2025 - Present

MSH INTERNATIONAL (health insurance TPA)

Tunis, Tunisia

January 2025 - Present

Participated in client reunions and meetings with high-profile clients to build strong
relationships and ensure client needs were met.
Conducted in-depth data analysis to identify key drivers of client retention and churn, then
developed and executed service enhancements targeting measurable improvement in client
satisfaction.
Managed VIP portefolios and worked on attracting new clients via an efficient RFPs.
Company industry:
Insurance & TPA

Senior Case Coordination Specialist

January 2025 - Present

MSH INTERNATIONAL (DUBAI) LTD – TUNISIA BRANCH (health insurance TPA)

Tunis, Tunisia

January 2025 - Present

Managed VIP portefolios and worked on attracting new clients via an efficient RFPs.
Company industry:
Insurance & TPA

Chief Executive Officer (CEO)

January 2021 - Present

Bloopers Shop

Tunis, Tunisia

January 2021 - Present

Handled product selection, pricing, and inventory forjewelry collections. page
Negotiated with suppliers and ensured quality ofproducts.
Created sales campaigns and improved overall store performance.
Analyzed sales data and market trends to improve product offerings and performance.
Company industry:
Retail & Wholesale
Job role:
Management

Senior Customer Service Agent

January 2023 - January 2025

MSH INTERNATIONAL

Tunis, Tunisia

January 2023 - January 2025

Oversaw and audited team performance across multiple CRM communication platforms
(phone, email, chat) To mainitain KPIs efficiency.
Provided guidance and mentorship to new agents, fostering a collaborative team
environment.
Company industry:
Insurance & TPA

Senior Customer Service Agent

January 2023 - January 2025

MSH INTERNATIONAL (DUBAI) LTD

Tunis, Tunisia

January 2023 - January 2025

(phone, email, chat) To mainitain KPIs efficiency.
Provided guidance and mentorship to new agents, fostering a collaborative team
environment.
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Customer Service Admin

August 2021 - August 2023

MSH INTERNATIONAL

Tunis, Tunisia

August 2021 - August 2023

Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Customer Service Agent

January 2021 - January 2023

MSH INTERNATIONAL

Tunis, Tunisia

January 2021 - January 2023

Managed and resolved a high volume ofclient requests across multiple channels.
Collaborated with internal teams to resolve complex client issues and streamline
processes, improving overall efficiency and communication within the department.
Audited team performance.
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Customer Service Agent

January 2021 - January 2023

MSH INTERNATIONAL (DUBAI) LTD – TUNISIA BRANCH

Tunis, Tunisia

January 2021 - January 2023

Managed and resolved a high volume ofclient requests across multiple channels.
Collaborated with internal teams to resolve complex client issues and streamline processes,
improving overall efficiency and communication within the department.
Audited team performance.
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Front desk operations Coordinator internship

January 2018 - January 2018

BNA BANK

Tunis, Tunisia

January 2018 - January 2018

Gained and service excellence in the
banking sector.
Company industry:
Banking

Front desk operations Coordinator internship

January 2018 - January 2018

Tunisian Post Office

Tunis, Tunisia

January 2018 - January 2018

Processed and managed daily customer transactions for both postal and financial services.
Provided direct customer service by addressing inquiries and guiding clients through
various postal procedures, ensuring a smooth and efficient experience.
Company industry:
Financial Services

Education

IHEC CARTHAGE

June 2021

June 2021

Master's degree, Strategic Management & Consulting

Tunisia

GPA (point): 13 out of 20

GPA (point): 13 out of 20

IHEC CARTHAGE

January 2020

January 2020

Bachelor's degree, Business Management

Tunisia

SBS High school

January 2017

January 2017

High school or equivalent, Business And Economics

Tunisia

Skills

Health Insurance
Expert
Health Insurance
Expert
Team Supervision
Expert
Team Supervision
Expert
Schedule Planning
Expert
Schedule Planning
Expert
Management Consulting
Expert
Management Consulting
Expert
Customer Experience Improvement
Expert
Customer Experience Improvement
Expert
complaint resolution
Expert
complaint resolution
Expert
sales
Expert
sales
Expert
project management
Intermediate
project management
Intermediate
customer relationship management
Expert
customer relationship management
Expert
data analytics
Expert
data analytics
Expert
strategic planning
Expert
strategic planning
Expert
management consulting
Expert
management consulting
Expert
presentation skills
Expert
presentation skills
Expert
BUSINESS ACQUISITION
Intermediate
BUSINESS ACQUISITION
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
CASE MANAGEMENT
Intermediate
CASE MANAGEMENT
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA DRIVEN DECISION MAKING
Intermediate
DATA DRIVEN DECISION MAKING
Intermediate
GROWTH STRATEGIES
Intermediate
GROWTH STRATEGIES
Intermediate
INVESTMENT MANAGEMENT
Intermediate
INVESTMENT MANAGEMENT
Intermediate
SALES STRATEGY
Intermediate
SALES STRATEGY
Intermediate
STRATEGIC MANAGEMENT
Intermediate
STRATEGIC MANAGEMENT
Intermediate

Social profiles

Languages

English

Expert

Arabic

Native Speaker

French

Expert

Turkish

Beginner

Italian

Beginner

Memberships

Red Crescent

volunteer

May 2023

Training and Certifications

Certifications
First Aid / CPR
PMI - Risk Management Professional 30 hours
Fundamentals ofGrant (Proposal) writing
Investment Project Preparation and Appraisal
Strategic Foundations of Sales Negotiation
Master Data Storytelling for B2B & B2C Sales
Project Management Professional (PMP) 40
CPD Program in Data analytics & visualisation for business
Training
Risk Assessment Workshop
Ettqan
Mar 2025
Show credentials
Project Management Professional (PMP) preparation course
Ben Hamouda Consulting
Feb 2025
Show credentials

Hobbies and interests

Creative Writing

Poetry writing

Walking
Reading

Finalist in Tunisian National Reading Championship 2025

karting
Traveling