Abdullah M Email & Phone Number

United Arab Emirates

• Managed the the development and implementation of process improvements to achieve operational efficiencies, such has portfolio transfers for direct & reinsurance business (GCCNA region), used tools such as power automate and Power BI • Supported Implementation of Insurance Applications (NAVINs, PREMIA, Drea2ms) for AIG UAE and Oman – Trained and organized Policy Issuance for different channel and products, worked with bancassurances, vendors and developers in improving the premium collections by 30%, introduced hovering process, system logics to streamline different processes. • Led Standardization Project for Policy Issuance across all Lines of Business – Converted the legacy policy library dump into centralized smart cloud-based library by applying risk-based logics, identifying the default clauses, grouping of clauses and codifying them, reduced the policy issuance time by almost 50%.• Developed and Presented management reports for all portfolios and stakeholders in General Insurance, Focusing on KPI and Trending Analysis.• Prepared & Reviewed Complex Processes to support operational deliverables and ease activities.• Supporting the team in ensuring appropriate project governance and compliance measures are in place.

Dubai

Dubai

- Work collaboratively with Training staff and management in an ongoing effort to assist with identifying and addressing skills gaps, training needs and development opportunities across multiple areas- Utilize authoring software to develop and maintain the service level at the Contact Center - Maintain call center training facilities, resources, intranet and eLearning library- Assess trainee progress via call monitoring and other quality assessment activities - Document, track and troubleshoot defects of new or existing programs found during testing and implementation - Triage escalated issues with Client Services - Support Quality Project - Trend, report and recommend improvements to the Knowledge Base, Training and other processes - Work on projects and additional duties as assigned by Management. - Investigate and respond to customer complaints - Negotiate suitable resolutions to customer complaints- Provide detailed summaries of complaints issues for operational meetings and forums. - Identify complaint and other customer feedback trends which indicate where the Scheme can improve.- Provide ad hoc reports as requested concerning complaints and other customer feedback. - To assist with other reporting, customer feedback and complaints tasks

Dubai

- To manage, support, monitor and guide call center agents to execute their task proficiently. - To ensure a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required - Setting and meeting performance targets for speed, efficiency and quality; - Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve complex issues. - Monitoring random calls to improve quality, minimize errors and track operative performance; -Recording statistics, user rates and the performance levels of the centre and preparing reports. - Coaching, motivating and retaining staff and improving performance by raising efficiency and sourcing new procedures. - Handle escalated calls, complaints, questions and queries as necessary - Managing activities like Call Calibrations, Team Call quality Monitoring, Dashboards & Reporting’s, buddy trainings for new joiners.

United Arab Emirates

Handling customer queries, solving their issues with nil holdover • Opening customer accounts, Process their payments, remittances • Handling Treasury, transfers, payments and Investment business with nil holdover • Processing treasury deals, remittances, reconciliation of payments received for new investment business within the agreed SLA • Preparing reports for treasury deals on daily basis and GMG messages for Charge claim from other banks and reconciliation once payment are received • Ensure that the customized payments are duly processed as per SLA • High speed and accuracy of complex processing to meet stringent cut-off times and minimize financial loss to the bank • Ensure error free and quality processing, understanding critical documentation and interpreting information and risk involved

United Arab Emirates

To ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets. • To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Centre’s performance standards and the business objectives. Sell products and update customer orders in the system Provide customers with product and service information Keeping track of sales targets, Providing data and reports to help the sales team Monitoring customer accounts and Managing the correspondence between the sales team and their clients Follow-up on customer inquiries not immediately resolved Understanding customers needs and presenting in very good quality manner Correspondence and Co-coordinating with Customers Clients and suppliers Meeting with the clients and arranging quick and efficient alternatives Handling walk-in customers, Documentation, etc Answering to customer Queries and providing quality service to customers

United Arab Emirates

• Promoting and upgrading company’s image by proving excellent sales service to the clients • Arranging appointments and Meetings, demonstration and live run of the Product/Services • Plan approaches and pitches and presenting various examples as to how helpful can these Product and Service be • Comparing the Product/Services with the respective organization • Pre-Sales of the Product/Services and Analyzing the cost effective operations • Prospect for potential new clients and turn this into increased business • Track and record activity on accounts and help to close deals to meet these targets • Identify opportunities for campaigns, products and distribution channels that will lead to an increase in sales • Present to and consult with mid and senior level management on business trends with a view to developing new products, services and distribution channels • Work with image licensing sales teams and other internal colleagues to meet customer needs • Research & deliver intelligence that will inform proposition development for new revenue and profitable projects. • Working with the Business Development team, to identify gaps in collateral provision and support the information gathering process, to help maintain its competitive edge.