Monicà Romany

Leading the operations of IATA Insurance Program & accreditation for Travel agencies in (UAE, Jordan, Kuwait, Bahrain, Egypt).

Maintaining The COPC Standards of a performance management framework for operations that support the customer experience.
- Coordinating with external Clients on a Daily basis.
-Provide Direction and support to Account team.
- Creating an inspiring team environment with an open communication culture.
- Overseeing day-to-day operation.
- Setting clear team goals.
- Striving for team consensus and win-win agreements
- Delegating tasks and set deadlines.
- Monitoring team performance and report on metrics.
- Motivating team members.
- tracking the training needs and provide coaching.
- Encouraging creativity and risk-taking.
- Recognizing high performance and reward accomplishments.
- Suggesting and organize team building activities.

- Building a relationship and achieving a high level of Rapport with Customers.
- Empowerment, Making Maintenance on System.
- Identify and assess customers’ needs to achieve satisfaction.
- Making Transfers and Payments.
- Handling Inbound / Outbound Calls.
- Executing banking transactions and cross-selling products or special promotions.
- Provide accurate, Valid and complete information by using the right methods/tools.
- Handling customer queries over the phone or via correspondence.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Educating customers about different products.
- Provide Pricing and Delivery Information.
- Take the extra mile to engage customers.
- Identifying and report data quality issues that must be corrected in the source system.
- Work under general supervision.
- Coordinate with Action Party Dep. to ensure shipments delivery to customers on time.
- Influences customers to buy or retain product or service by following a prepared script to give product reference information.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Perform various administrative functions for assigned accounts, such as recording address changes of the customers.
- Take part in the process of DAILY improvement.

- Handling Daily Administrative Functions.
- Handling Inbound / Outbound Calls.
- Educating customers about different products.
- Provide accurate, Valid and complete information by using the right methods/tools.
- Optimize Marketing automation and lead nurturing processes through email, content, and social channels.
- Writing reports.
- Assisting With Organizing Events and Product Exhibitions.
- conducting Market Research, E.g: Using Customer Questionnaires.
- Communicating with Target Audiences and Managing Customer Relationships.
- Supporting the Marketing Manager and other colleagues.