Yazan Aqrabawi

Responsibilities:
- Provide all types of support & documentation to all technical departments as required by the management.
- Prepare & provide statistics, analysis & forecasting for internal business & the local market periodically.
Lead, train & guide technical departments teams when faced with a new task that requires new tools & techniques to get the job done.
- Lead cross-functional business process re-engineering teams & improvement efforts through eliciting business needs while gathering & simplifying them.
- Plan & Perform first hand observation to stakeholders to monitor & improve business processes.
- Correspond with the actuary expert requests in terms of reporting modules, formats & data.
- Handle all correspondence with Jordanian official regulatory bodies requested reports & statistics.
- Re-build the reporting package in the entire company.
- Extract, process, combine & transfer system data into useful & meaningful information.
- Provide periodic reports to the company’s B.O.D.

Achievements:
- Implement and fill (2015/2016/2017/2018) forecasting & budgeting module for motor insurance figures (revenue & claims) in which is an on-going project.
- Building a dashboard consisting of multiple VB codes on excel platform overcoming the need of a new, expensive & hard to integrate software update.
- Re-engineering of the motor claims department’s architecture in terms of procedures manuals, workflow, reporting systems & internal operation.
- Provide segmented statistics & analysis of clients portfolio performance.
- Provide recommendations & advice to technical departments prior to business renewal that reflected positively to maintaining profitable contracts while enhancing rates & terms of high loss businesses.
- Adaptation of new regulatory laws & requested reports applied by the Jordan Insurance Federation & by the Insurance Administration/Ministry of commerce.
- Drafting business plans presented to the B.O.D. & major Shareholders from Med-gulf's group.

Responsibilities:
- To build, monitor & analyze business plans, procedure manual & budget for the department.
- Managing & following up various channels of business (direct, in-direct & business development) to insure these portfolios variety, profitability & submitting periodic reports reflecting accurate performance figures for the management in addition to premium collection process.
- Creating a smooth process between the sales team, brokers, agents & technical departments.
- Handling marketing, branding, events, website development & social media related issues.
- Providing assistance to technical departments towards the enhancement of workflow, products & services.
- Responsible for the recruitment & training of customer service representatives.
- Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures.
- On a very limited marketing budget, I was assigned to design & print a corporate profile, some flyers & a booth for participating in outdoors activities.

Achievements:
- Preparation of a business plan for the years (2013-2014) discussing the medical insurance sales strategy, TPA handling, stop loss procedures, targeted audience etc… as the company did not have a valid re-insurance treaty at the beginning of 2013. This plan has been presented to several re-insurance brokers & companies & we got quite a good cover at relatively fair prices.
- Creation of medical periodic premium report & letters (Manually) as the company’s system did not offer this facility & Collecting these medical contracts premium dues in co-operation with the collection department.
- Assisting the IT department upon the company’s decision of upgrading the version of the IT system pinpointing all required report builders, modifications, data integration & code facilities.
- Within the (85%) stop loss procedures, we had a limited yet fulfilling access to our TPA’s system in which we addressed & took immediate action regarding high L.R accounts (stop of OP forms, warning letters)
- Having mentioned a small part of my major roles & attained goals & I still managed to achieve around JOD 100, 000 in new premium sales.

Responsibilities:
- Launching a dedicated sales team core specialized in selling travel insurance policies.
- Managing & monitoring sales team in the company’s headquarters & branches (6 branches).
- Official authorization from the management to be responsible of all the company’s receivables & dues, managed a team of 6 collection agents.
- Renewal & modifying brokers & agents agreements according to their performance.
- Marketing, branding, social media, social events dinner invitations for clients, brokers & guests.
- Following up stuck renewals or Unsurpassed dues.
- Attending weekly executive management meetings to overview the production records, addressing difficulties in the business workflow & sorting out solutions.

Achievements:
- The total revenue of the HQ sales team & the branches reached JOD 2.9 million of carefully selected risks.
- By the end of the first quarter of 2012, none of the brokers/agents could cash their commission cheques without having me signing an approval confirming the absence of unsurpassed dues.
- Collection & settlement of dues aged from 270 days & 365 days. amount collected: 500, 000 JOD.
- Launch of a elite motor insurance program (prestige) which turned out to be a smashing success.
- Planed & performed a campaign targeting reputable agents & brokers to attract them through regularly & daily basis visits with complementary gifts.

I occupied the position of Assistant Manager of the Customer Care Department of Direct Sales. I was responsible of handling all types of queries, complaints, follow-ups & renewals of all types of direct business amongst other tasks. As known in the local market & what an unfortunate for M/s. AGI, the financial status of the company collapsed rapidly in 2011, my last assignment there was to manage motor claims cheques delivery process where at some points I had to handle cheques delivery appointments of JOD 80 K while only having 5K to 8K cash on hand. This task eventually led me to resign from my post there.

As an Operations Manager, I was responsible of managing the whole internal operations of a seven digits clientele portfolio in addition to full control over the company’s day to day activities. On the other hand, as we were insurance brokers & advisors, we were responsible of exposing all types of risk a client has & to conduct fully detailed analysis & comparisons in which guide lines the best deals in the market.

Arab orient insurance presented the launch of my career in the insurance industry, I started as an Officer in The Customer Care Department. I was responsible of many tasks and assigned to many interesting projects. In addition to that, I was managing a list of more than 25 corporate accounts assuring their full satisfaction & loyalty to one of the leading insurance providers in Jordan.

Responsibilities:
Customer Care
-Receive & follow up clients calls & answer queries & meet their needs in a fast & organized manner.
- Receive & handle clients complaints as needed & making sure that all complaints are resolved.
- Assuring that the highest level of quality service is provided to clients by making sure that all requests are processed as per internal quality standards.
- Build & sustain a strong bond with clients to assure their loyalty without referring to account managers.
- Handle all incoming mail by following up requests in co-operation with the technical departments.
- Present a back office support to sales team to enhance the quality of service provided to clients in addition to allowing sales team to perform more sales calls & visits.
- Coordinate with sales team regarding any complications that face their clients & keep them posted with all matters concerning their portfolio.

Responsibilities:
Marketing & Inventory
- Coordinate and arrange Periodicals & Advertising Bulletins with agencies & media platforms.
- Follow up with al in coming sponsorship request’s for social, charity, sports & community events.
- Keep track of the company’s inventory of advertising materials, flyers, medical network booklets, repair centers booklets, crown-cash booklets & complementary gifts making sure that inventory cover the company’s needs.
- Arrange and coordinate with marketing agencies for designs, art work & content from one end, & print houses from the other end.
- Supervise all social events in coordination with the company’s management.

I worked as a Clerk and In Charge of the golden card division. I helped out after my studying hours and during official holidays and weekends. My main duties were serving customers, organizing bonus points for shoppers and some other tasks.