Senior Customer Service Executive
AXA Insurance
مجموع سنوات الخبرة :19 years, 3 أشهر
▪Developed prospects to opportunities leading to conversion of sales. Established and maintained a partnership with the client.
Processed Quotation, Policies, Renewals, Endorsement-Amendment, and Extension. Provided after-sale support in terms of claims, policy cancellation, and refund adjustment.
▪Handled multiple tasks- logging information and processing payment at the time of service. Reconciliation of all modes of payments, EOD transactions against the daily cash position report generated in our Ciris system.
▪Assessed customer needs and risks profile with a high level of quality applied. Offered support and expert advice to help find the best insurance plans, tailored to the current and future needs of the customer.
▪Provided customers with accurate information as per the company guidelines, terms and conditions, exclusions of all general insurance products. Highlighted product features into benefits.
▪Underwrite (rate, accept, and issue new policies and renewals) for all AXA products within delegated authority limit and in accordance with the criteria laid down in approved underwriting manuals and management instruction.
▪Handled inquiries, queries, and complaints in a professional efficient, and timely manner. Ensured customer expectations are met and exceeded.
▪Reviewed insurance applications for compliance and adherence with the govt entities- HAAD, DHA, and Insurance Authority.
▪Worked on retention through consistent communication and follow-ups. Build strong rapport that fosters loyalty.
▪Escalated and follow-up cases requiring further action. Ensured all parties relevant to the provision of effective assistance are correctly notified and updated on a regular basis.
▪Conducted Inbound and Outbound calls. Adhered to the quality standard of our Quality Assurance team.
▪Maintaining a thorough understanding of all company products and processes
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▪Administered and assisted the team to increase sales for the store
▪Monitored inventory and stock level at all times
▪Analyzed sales figures and forecasted trends main focus in KPI's
▪Evaluated staff performance and performed appraisals
▪Managed and provided efficient response to customer complaints
▪Maintained knowledge of the local market and develop strategies
▪Conducted store floor walk with visuals regularly and checked displays seasonal guideline implementation
▪Worked closely with Visual Managers to make sure that brand standards are maintained.
▪Monitored inventory and stock level at all times
▪Analyzed sales figures and forecasted trends main focus in KPI's
▪Evaluated staff performance and performed appraisals
▪Managed and provided efficient response to customer complaints
▪Maintained knowledge of the local market and develop strategies
▪Conducted store floor walk with visuals regularly and checked displays seasonal guideline implementation
▪Worked closely with Visual Managers to make sure that brand standards are maintained. Monitored inventory and stock level at all times
▪Analyzed sales figures and forecasted trends main focus in KPI's.
▪Evaluated staff performance and performed appraisals
▪Managed and provided efficient response to customer complaints
▪Maintained knowledge of the local market and develop strategies
▪Conducted store floor walk with visuals regularly and checked displays seasonal guideline implementation
▪Worked closely with Visual Managers to make sure that brand standards are maintained.
Ensures Sales Achievement and Monitoring, Customer Service, Merchandise Management and Stocking Control, Leadership and Staff Supervisor, Cost Control and Loss Prevention, and Area Administration.
▪Coordination between departments and operating units in resolving day-to-day administrative and operational problems.
▪Scheduled and coordinated meetings, interviews, events, and other similar activities.
▪Managed files, record-keeping systems, forms control, consolidating every Department report, preparing business correspondence (often using word processing, spreadsheet, and presentation computer software)
▪Handled day-to-day operation matters.
▪Jan 2006 - Feb 2007
Promotes Unilab Consumer Health Division
Achieved 116% YTD target for 2006
Sales based on Dispensing MD, Hospital and Industrial Accounts
▪Jan - Dec 2005 - Promoted Solvay Gastro lines in one of the top hospitals- St. Luke’s Medical Center. Awarded Medical Representative of the Year 2005
Achieved 164% YTD- 5.58m Actual sales vs. 3.4m Sales plan
▪Promoted and created brand awareness, demand, and achieve the target.
▪Created program/marketing strategies, relationship building among my accounts- Hospitals, territorial clinics, Industrial and Wholesalers.
▪Attended visitors in an appropriate and pleasant manner
▪Developed and maintained filing system and ensure easy retrieval of documents
▪Updated and maintained databases such as mailing lists, contact lists, and client information
▪Responsible for organizational functions and general meeting support
▪Responsible for incoming and outgoing calls and emails
▪Merchandising - 1. Refrigeration- Influence/Educate key personnel to comply with SMB. Utilization standard(FIFO) and strategic positioning of SMB products and cooler. 2. Signage’s-Initiates installation of ILS and product streamers. Monitors and coordinates maintenance of all installed signage’s
▪Products Availability - Monitor availability of penetrated SKU. Check proper storage/ beer age and BO’s presentation of new products.
▪Promotions/Special Events - Conceptualizes and gets approval for locally initiated promo. Negotiates en ensures proper promo implementation/ all collaterals related to the activity are available. Evaluates and submit closure reports.
▪Information Management - Gathers and feedback pertinent information on competitive activities. Management information on customer service, issues, and concerns.
▪Business Building Program - Establishes good relationship/ give business advice with outlets key personnel. Identify and coordinates implementation of the support program.
Actively involved in extracurricular activities- head of various organizations, involved in school programs, and included in Dean's lister.