Department Manager - Customer Service
Gulf Insurance Group
Total years of experience :16 years, 10 Months
As Customer Service Manager I'm taking the responsibility to provide effective leadership and professional operations management to develop and motivate a strong, effective department team, maintain the most economical customer care solutions quality system, which focuses on continual improvement and employees involvement.
Responsibilities also include the following:
1. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews preparing and completing action production, productivity, quality, and custom standards; resolving problems; completing audits; identifying customer service trends; determining system improvements and implementing change
2. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
3. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
4. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
5. Maximizes customer operational performance by providing help desk resources technical advice; resolving problems; disseminating advisories, warnings, and new techniques; and detecting and diagnosing network problems.
6. Updates job knowledge by participating in educational opportunities: reading professional publications; maintaining personal networks; participating in professional organizations.
7. Accomplishes information systems and organization mission by completing related results as needed.
8. Assists in recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees
Contact Center and Medical Prior Authorization Manager for the country’s mandatory National Health Insurance Scheme launched on 2014 as part of the National Vision for 2030, Responsible for driving the overall Customer Service operations.
• Restructuring, Leading and Managing a Team of 30 staff members which are divided into 3 major areas; Contact Center (Member and Provider support), Medical Prior Authorization and Complaints Resolution Department,
• Oversee 16 hospitals’ delegates in the public and major private hospitals to ensure high service quality for members and providers who require support at the point of service,
• Manage Walk-In Customer Service Center which successfully achieved a high performance level attending all visitors in less than 10 minutes waiting time,
• Improved and maintained a call handling service level of 98% of calls handled within 30 seconds and less than 2% of calls abandoned rate within 6 seconds,
• Consistently achieving and exceeding the KPIs by processing 95 - 98% of the outpatient prior authorizations in 15 minutes and processing the Inpatients within 60 min,
• Resolution of VIP complaints of all members and providers to a satisfactory level within 48 working hours and standard complaints within 5 working days.
• Efficiently manage operations with all stakeholders, partners, healthcare service providers (including Hospitals, Medical centers & clinics),
• Created a competitive environment by developing and implementing a semi-automated tool to measure agents’ performance and quality,
• Launched CS employee initiative to improve moral and performance through (Agent of the month program) which resulted in better attendance and efficiency.
• Created a semi-automated forecasting and scheduling tool and introduced new shifts modalities which increased the productivity and efficiency of the available staff, also resulting in a 10 headcount saving.
• Improved corporate compliance by supporting the production and documentation of all CS policies and procedures for the various CS operations like Contact Center, Complaint Department, Prior authorization and face to face interactions at hospitals or Walk-in Center.
Contact Centre Supervisor for one of the biggest international Medical Insurance companies (Bupa) KSA, responsible for leading operations to run a shift with around 30 agents on floor.
• Supervising the handling of an average of 3000 daily calls for over 2 million insured members.
• Consistently managed the shift to achieve the agreed KPI by answering 95% of calls within 10 seconds.
• Achieved a high satisfaction level (over 90% as very satisfied) based on IVR post calls survey by developing and implementing coaching and continues improvement programs.
• Team achieved the highest Quality Scores across the Call Centre due to the methodology used in investing in them by training, coaching and being instantly up to date on all relevant issues impacting their role.
• Increased the team spirit by being proactive in avoiding or resolving conflicts.
• Conduct a weekly concurrent review meeting with TQM team and conduct a one to one sessions with agents based on the review which resulted in significant increase in team’s quality from 50 - 60% to 95% on the quality scale.
VIP and Customer Care Agent for one of the biggest international Medical Insurance companies (Bupa) KSA, responsible for VIP members’ issues, handling complaints coming from regulators and responding to them and complaints reporting
• Handled VIP members’ requests, complaints and inquiries and process all of them within 4 working days.
• Handled complicated cases for insured members to insure proper investigation, solving and highest customers’ satisfaction within 4 working days.
• Handled complaints received from members or from insurance regulators such as CCHI and SAMA and report them on regular basis to Management and regulators.
• Reply to all emails received from members, providers, or any other stakeholders within 48 working hours.
• Handled brokers requests and inquires.
In-charge Nurse for one of the biggest Cancer Centres in the middle east (KHCC) achieved JCIA and magnet nurse, Responsible for driving the overall daily operations in the Medical floor.
• Designed the staff schedule for 35 RN’s and 20 PN’s and prepared the daily assignment for 10 RNs and 3 PNs
• Oversee the Medical floor daily operation to insure maximum patient safety and staff adherence.
• Improved Hospital’s compliance by contributing in a proper documentation for all nursing activities such as daily assignments, nursing notes, incident reports.
• Participate in continues improvement of staff knowledge by conducting a best practice researches on the most common medical activities in the Medical floor.
Staff Nurse for one of the biggest Cancer Centres in the middle east (KHCC) achieved JCIA and magnet nurse, Responsible for direct patient care in the Medical floor.
• Planned and implemented a comprehensive patient care for up to 6 patients.
• Educate patients/families on health care needs, conditions, options etc.
• Maintain and document patient health condition and history as well as conducting a patient/ family education sessions on how to cope with their love ones cancer as a treatable disease.
My Thesis covered the motivation factors that can improve employees' performance and wellbeing.
A bachelor degree in Nursing
