Complaint Officer and Trainer
MetLife
Total years of experience :15 years, 3 Months
o Received outstanding performance for 2014&2015 due to managing formal complaints as per agreed service levels and beyond expectations.
o Implemented 6 root cause fixes to the organization's processes as part of customer centricity.
o Training, coaching, mentoring, motivating new recruits as well as existing team members.
o Maintaining relationships with all stakeholders as per of the complaint handling process.
o Quality monitoring for existing team members.
o Point of contact for compliance, operations, sales, bancassurance, back office support, underwriting teams to convey updates to customer service team.
o Prepare periodic reporting for different stake holders and regulators as part of the complaint process.
o Administering bizflow project (process management system).WWW.bizflow.com
o Administering Live chat through avaya project.
o Administering DMS project(document management system).
• Giving training to new joiners on medical insurance, updating existing team members whenever required.
• Supporting team members on production floor.
• Conducting Quarterly tests to enhance team members knowledge and filling gaps.
• Managing and developing the online portal for medical insurance.
• Issuing reports on a monthly basis about the online portal performance and suggesting change for better performance.
• Representing Customer service department in deploying new systems, enhancing processes.
• Handling escalations and formal complaints including analysis and deploying root cause fixes.
May 2012-february 2013, Sutherland global service, Dubai, UAE.
Customer service rep (cisco account)
• Handling customer's technical issues in regards to Linksys router's
• Performing initial installation of routers, accesspoints, range extenders
• Trouble shooting internet connectivity issues on laptops, tablets, cellphones.
Dec 2010 - apr 2012, Sutherland global services, alex egypt.
Customer service rep (AT&T account)
• Handling customer inquiries and solve their problems.
• Recommend new promotions to increase the customer's value.
• Research their billing issues.
• Research misapplied payments
.
Oct 2009-dec 2010, Alex Sydney Kiel hospital, Roushdy.
Accountant.
• Auditing the medicine store.
• Preparing closing entries for patients on Quickbooks.
• Inserting the suppliers bills on Quickbooks.
• Stocktaking.
July 2008-oct 2008, Amr pharmacy, Ommarat el Zobbat.
Accountant.
• Handling customers' accounts, handling inventory.
• Inserting purchases into the pharmacy accounting system.
• Reading prescriptions.
• Stocktaking.
July 2007-oct 2007, Bekhit pharmacy, Mostafa Kamel.
Accountant.
• Handling customers' accounts, handling inventory.
• Inserting purchases into the pharmacy accounting system.
• Handling expired medicine and negotiations with pharmaceutical companies.
• Handling pharmaceutical companies' accounts (debit & credit) and auditing their bills.
• Prepare reports of shortages.
Bachelor of accountancy