Unit Manager
MetLife Alico
Total years of experience :9 years, 6 Months
• April 2013 -Present, MetLife Alico
➢ Unit Manager
Key Activities / Decision Areas
* Acting as a Manager responsible for a team consists of 8 agents.
* Promoting new insurance products, often working to agreed sales targets.
* Gaining new business by identifying and exploiting opportunities in the local market.
* Making sure that agents meet strict financial services industry rules.
* Ensuring credibility with clients by maintaining detailed knowledge of current market conditions and competitors' products.
* Producing marketing literature and website content to support marketing campaigns.
* Monitoring and reporting on agents' performance against agreed sales targets, sometimes including monitoring the performance of other sales staff.
* Ensuring compliance with regulations and procedures as laid down by the Financial Conduct Authority (FCA) by keeping up to date with all changes in the regulatory framework.
* Increasing profitability of existing product lines by encouraging clients to use added value services wherever possible.
* Introducing new products and promoting them through regular visits and frequent communication with intermediaries.
* Developing and maintaining good working relationships with clients, primarily insurance brokers and independent financial advisers (IFAs)
* Working with underwriters to amend policies where necessary in order to meet client demand.
* Building good working relationships with brokers and other agents.
* Consulting on the most effective cover for a particular need, while taking a number of factors into account
* Being responsible for several business accounts.
* Setting up meetings to develop new business accounts.
* Working with insurance underwriters to adapt policies.
* Setting up claims handling teams and contact centre support for new policies.
* Maintaining detailed knowledge of new and existing products by liaising with colleagues.
* Advising on existing products.
* Developing marketing literature.
* Managing business pitches.
* Vice President of Business Development Committee in RAC Cairo / Dokki - Garden City Club May 2013.
* Organization Committee Director in Orphans Day Event held at Kafr Ghatata and organized by RAC Dokki Garden City club April 2013.
• March 2008 - April 2013, Vodafone Egypt
➢ Senior Technical Analyst - Testing Team
➢ Social Media Specialist
➢ Senior Technical Support Engineer - ( Operation Business Support, I-Care & ADSL Team)
➢ Customer Care Team Leader - Premium & Platinum Area
➢ Technical Consultant - Premium & Platinum Area
➢ Senior Customer Care Representative - Premium & Platinum Area
➢ Complaint & Retention Specialist - Complaint & Management Area
➢ Belling Review Support - Billing Review Team
➢ Customer Care Representative - High Value Customers
Key Activities / Decision Areas
* Acting as a Team Leader responsible for a team consists of 12 members.
* Verify that our web applications and tools provide accurate and updated data of customer contact details, logs of service status and delivery, suggest enhancements & improvements of company CRM tools.
* Testing our new services, products and promos before launching into market to ensure quality and efficiency before being represented to our customers.
* Continuous survey of our customers' database to identify their needs and expectations, acting as the "Voice of the Customer" in evaluating new products and services development and refinements/adaptations of existing ones.
* Detecting and reporting the technical problems that affect our service and products plus Communicating with concerned parties to ensure solving them.
* Communicating with our clients via social media networks (Facebook & Tweeter) to follow up their inquiries and solve any problems they may face, Promoting new products & services plus providing them by the best and sufficient recommendations.
* Supervising the new hired candidates as a Specialist with full authority regarding team performance and results (Monitoring, Scoring and Generating reports)
* Training for the new hired candidates to maintain professional technical support plus excellent customer service experience.
* Be a successful Team Leader that can motivate others and lead them to work under stress
* Maintain excellent troubleshooting, problem solving and technical analysis plus the ability to make timely decisions.
* Assisting company teams by engaging with the customer on their behalf.
* Drafting and filing reports & analysis to higher management (revenue reporting, service delivery, etc)
* Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
* Providing guidance in areas of professional matters as requested or needed.
* Implement high quality standards of Customer Service for High customers through exceeding all KPI's thresholds.
* Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
* Pro-actively reinforce Vodafone's customer care proposition during all contacts.
* Provide superb customer care experience using a high level of communication and dealing.
* Use strong verbal and written communication skills in addition to associated tools to achieve full customer satisfaction.
* Have excellent knowledge of (Recommend the Best) project and gain the required skills to apply.
* Maintain excellent negotiation and listening skills.
* Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
* Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
* Adhere to Customer Operations Department policies and procedures.
* Have excellent knowledge of VF data products (Blackberry, I-Phone, USB, ADSL etc.)
* Provide customers with superior recommendations and actions, and be a driver for customer's satisfaction and Loyalty.
* Perform standardized activities and tasks efficiently and effectively.
* Handle and retain all the customers' complaints within the SLA.
* Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone's business solutions and hardware.
* Supporting corporate queue by handling SME authorized and end-users inquires.
* Supporting collection queue by handling collections inquires and bills explanation.
* Explore the required negotiation skills for making payments' deals when needed.
* Providing guidance in areas of professional matters as requested or needed.
* Applying FCR concept for all customer's inquires.
* Having excellent skills to eliminate unnecessary process & drive down unneeded costs.
* Offer differentiated service to the Platinum & Premium customers by optimum handling of customers' queries & complaints.
* Activate mobile lines on the system & services on the network.
* Ensure achievement of company's target which exceeding customers' expectations in the level of service is rendered.
* Handling hard calls and complaints in a very professional way.
* Follow up on all customers' related issues to provide timely feedback.
* Adhere to Customer Operations Department policies and procedures.
* Create communication channels with different departments to resolve customers' problems and requests when needed.
* Provide customers with right recommendations and actions.
* Perform periodical tasks efficiently and effectively.
Achievements
• Best Team Leader based on the annual appraisal & KPIS (Diamond Award)
• Revamp for the whole structure of Leaves, Scheduling and Work Force Management module into Premium Area (Creativity Award)
• High scores on monthly basis and best results for the technical teams responsible for upon their performance into applying sufficient troubleshooting and solving customer's technical problems regarding Data Solutions Products - ADSL, USB, Blackberry and IPhone etc. (Silver & Golden Awards)
• Best Achiever in applying Recommend the Best module for over 6 months and nominated to be TOT for the SPOCs among Premium/Platinum Area (RTB Champion for 6 months)
• Providing best customer service experience within different departments associated with top scores (Productivity, Attitude and Hard Worker) (Employee of Month many times)
• SPOC for the Redline Project as one of the modules being applied among the company for increasing the internal NPS scores.
• Showed excellent performance in handling customer's technical problems regarding our products - ADSL, USB, Blackberry and IPhone etc.
• High scores in both theoretical ad experimental tests that measure Net Promoter Score (internal/external)
Technical / Professional Expertise
* High Analytical, technical and trouble shooting skills.
* High technical and trouble shooting skills.
* Ability to think out of the box.
* External Market knowledge.
* Excellent sales and telemarketing skills.
* Excellent computer skills.
* Excellent negotiation and listening skills
* Creative problem solver and decisions maker.
* Excellent command of English language.
* Flexible team player with ability to work on own initiative and consistently meet demanding deadlines.
* Strong interpersonal skills.
* Capability to work under high pressure with positive attitude.
* Ability to handle multiple tasks and able to display a capacity for problem solving.
* Team oriented, and able to operate with an ideal team spirit.
* Dynamic, creative and self-motivated.
* Organization Committee Director & Head of Registration Committee in World Down Syndrome Day Event held at Rehab and organized by RAC Alexandria El-Nozha & Dokki Garden City clubs, March 2013
* President of Community Service Committee in RAC Cairo / Dokki - Garden City Club 2012.
* Active Member in Cairo Rotaract Club, Non-Governmental Organization (NGO)
* Active Member in Cairo Rotary Club.
* Broadcaster & Author in Radio Horytna. 2009 & 2010.
* Project manager of Discover Old Egypt event - Cooperation with UNESCO 2009.
• August 2007 - March 2008, Centamin (Australian-Egyptian)
➢ Technical Support Engineer
Responsibilities
* Monitoring and guiding the technicians while processing the operations
* Cooperate with foreign experts in applying new terms of technology in processing and manufacturing.
* Maintain excellent troubleshooting, problem solving and technical analysis plus the ability to make timely decisions.
Social & Political Experiences
* Head of Organization Committee & Public Relations Specialist at ALMUN (Arab League Model of United Nations) - Faculty of Economics and Political Science, Cairo University 2007.
* Actor and Assistant Director at Faculty of Engineering's Theatre team 2006 & 2007
Distinction
• Innovative, Positive approach, Strong analytical and problem-solving skills, Team work player, Dynamic, Passionate about work and people, Extremely Organized, Volunteer, Self-confident, Social, Fast Learner, Quiet, Creative, Hard worker, Strong attention to details, Good command of SEO ( Search Engine Optimization), Patient, Responsible, Intuitive, Self Motivated, Interactive, Smart enough to learn new Technologies and Sciences, Capable of generating reports, Excellent in Monitoring & Observation processes, Administrative & organizational skills, Advanced research abilities, Excellent communication & interpersonal skills, Ability to work under stresses, High Team work spirit, Ability to work in a group or individually according to the job requirements, High Self-studying abilities and Has no matter to relocate either inside or outside Egypt
* Delegate of Arab American Affairs Council at CIMUN (Cairo International Model of United Nations) - American University in Cairo 2005.
* Delegate of International Justice Court Council at CIMAL (Cairo International Model of Arab League) - American University in Cairo 2004.
• Mini MBA in Project Management (Brooklyn Academy - Canadian Academy) 2013 Grade: Excellent
• Mini MBA in Marketing (Brooklyn Academy - Canadian Academy) 2012 Grade: Excellent
• Project Management Diploma (PMP) - AMIDEAST 2011 Grade: Excellent
• BS.C. Engineering, Faculty of Engineering, Cairo University (Sep 2002 - Jul 2007) Grade: Good Major: Communications, Graduation Project: Excellent