Mahrukh محمود, Retail Sales and Motor Takaful Renewals Coordinator

Mahrukh محمود

Retail Sales and Motor Takaful Renewals Coordinator

Salaam Takaful Limited

البلد
الإمارات العربية المتحدة - دبي
التعليم
بكالوريوس, Commerce
الخبرات
9 years, 6 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :9 years, 6 أشهر

Retail Sales and Motor Takaful Renewals Coordinator في Salaam Takaful Limited
  • باكستان - كراتشي
  • أشغل هذه الوظيفة منذ أبريل 2021

To manage a team and all customer retention activities.
• Takes initiative via process improvement plans and efficient reporting for customer satisfaction.
• Maintains industry relationships.
• Reporting daily stats to department head.
• Ensuring that departmental goals and target are met.
• Working on projects of new products with other departments.
• Identifying loopholes in the sales process.
• Suggest solutions in a timely manner.
• Evaluate strengths and weaknesses to identify training needs for sales team.
• Oversee sales training material and provide suggestion for improvements.
• Following up on all sorts of digital sales.

Customer Service Executive & Underwriter في TPL Insurance
  • باكستان - كراتشي
  • مايو 2015 إلى أبريل 2018

Maintaining MIS records of the customers policies.
• Outbound calling to the customers for renewal of their insurance policies.
• Daily reporting to the department head /supervisors.
• Retaining customers.
• Handling different type of complaints and resolving them till customer satisfaction.
• Assist in developing customer service standards, policies, procedures, reporting, and coordination within and outside the organization.

Customer Services and Client Policy Servicing Coordinator - Customer Services Group في American Insurance Group
  • باكستان - كراتشي
  • أكتوبر 2014 إلى أبريل 2015

Assist in developing customer service standards, policies, procedures, reporting, and coordination within and outside the organization.
• Day to day operational activities, process monitoring, local and regional reporting, compliance, process mapping, KPIs, etc
• Taking service inquiry calls from customers or agents and dispatching the suitable customer service associate to address questions.
• Handling customer complaints and resolving the same.
• Investigating and correcting errors, following company and customer records.
• Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service.
• Referring complaints of service or product failure or errors to Ops Manager.
• Issuing/Renewal of auto fleet insurance policies to corporate clients.
• Closely work with front, back office, renewal unit, dispatch unit, Sales team, branch offices and PCMs and ensuring that all tasks are delivered in a timely manner.

Problem Resolution Unit Officer – Service Quality في JS Bank
  • باكستان - كراتشي
  • مايو 2013 إلى سبتمبر 2014

Assigning the complaints to the officers and initiating them to the concerned departments.
• Monitoring complaints and working towards reducing their numbers via following up and escalation process with the relevant unit concerned.
• Communicating with product development teams, customer services and support executives in order to provide solutions for complaints regarding inefficient customer service.
• Handling of SBP and Banking Mohtasib cases in coordination with relative stakeholders.
• To ensure and provide efficient and accurate resolution of customer complaints/queries.
• If any process gaps are identified then follow up the root cause analysis of complaints, to avoid the repetitiveness.
• Keeping the Corporate Values and Business Principles, focusing on service standards and excellence, handling complaints and queries received from different channels that includes contact centre, emails, calls, letters, and branches.
• Ensuring effective communications with the customers for complaint resolution through phone or correspondence.
• Maintaining periodic MIS, besides, coordinating the concerned departments.
• Review and acknowledge anticipating an outcome for the feedback of the complaints.

Call Center Agent في Faysal bank
  • باكستان - كراتشي
  • يناير 2012 إلى مايو 2013

To maintain service quality requirement.
• Handling countrywide customer’s incoming calls, queries, complaints and taking transaction's requests.
• Monitoring Service Standards and providing customer services at excellence.
• Responsible for resolving customer complaints received at Customer Interaction Centre.
• Automating of all processes with operations and forwarding cases to respective departments to escalate.
• Analysing call centre performance history and conduct trend analysis to determine optimum workforce utilization.

الخلفية التعليمية

بكالوريوس, Commerce
  • في University Of Karachi
  • يناير 2020

Bachelors in Commerce

Specialties & Skills

Team Player
Positive Thinking
Microsoft Office
Time Management
Customer Service Oriented
problem solving
outlook
teamwork
Microsoft Excel

حسابات مواقع التواصل الاجتماعي

الموقع الشخصي
الموقع الشخصي

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اللغات

الانجليزية
متمرّس
الأوردو
متمرّس

الهوايات

  • travelling , research