Help-point Consultant
Zurich International Life Ltd.
مجموع سنوات الخبرة :20 years, 10 أشهر
• Meetings with varied clients and brokers.
• Attending and resolving the inbound queries of varied customers.
• Doing outbound calls for HSBC clients as an Ad hoc service.
• Meeting the set agreed service levels of varied types of emails.
• Liaising with various departments.
• Preparing quotations for varied policies.
• Software handling such as Lotus Notes, illustration system and oracle based software’s.
Achievements:
• Backed best customer service award twice.
• Highest average speed of answering calls in less than 10 seconds for November 2010 and December 2010.
• Giving orientations and presentations.
• Selling life insurance products.
• Short listing candidates and conducting interviews.
• Analyzing the foreign exchange (Forex) market and executing trades.
• Handling various accounts.
• Giving orientations and presentations.
• Training on Forex and commodities in International Forex market.
• Analyzing the foreign exchange (Forex) market and executing trades.
• Handling various accounts.
• Giving orientations and presentations.
• Short listing candidates and conducting interviews.
• Training the customer service representative (CSR’s) about products, promotions and new launches such as ENBD AUH home loans, accounts, credit cards and other services.
• Enhancing call quality of CSR’s by monitoring, providing feedback's, guiding and motivating them to serve better.
• Generation of MIS reports to evaluate the performance of assistant managers, team leaders and CSR’s.
• Attending and resolving the inbound queries of varied customers including VIP customers.
• Merchant inquiries (Point of Sale machines) and Risk Management.
• Selling banking products through telesales.
• Software handling such as CRM oracle based software.
• Emails (secured and unsecured), fax logs and bank correspondences.
• Assigning, escalating and resoling the different queries of varied customers to relevant departments.
• Back office operations such as uploading data for varied customers.
Achievements:
• Key performance indicator (KPI) winner for July to December 2007.
• 1st position as senior customer representative for inbound call handling in December 2007.
• Backed 2nd and 1st runner up for inbound call handling in November 2006 and December 2006 respectively.
• Highest product selling for the last quarter of year 2006.
• Handling customer queries for corporate groups like Landmark group, Emarat, Adnoc, EK Duty free, Dufry Sharjah Duty Free.
• Sales coordinator - maintaining MIS reports.
• HR coordinator - payroll and attendances.
• Follow ups, generation of reports of accounts receivable.
• Placing purchase orders, stock taking and quality checks.
• Scheduling meetings and making travel arrangements.
• Advanced MS Office - Presentations, Excel and Word.
• Collection and sorting of data.
• Rebuilding Iraq conference was held during this tenure.
Currently pursuing masters in business administration in human resources and banking.