Saima Akhtar Email & Phone Number

Dubai, United Arab Emirates

•Oversee and lead all facets of insurance operations, including underwriting, claims, and policy administration, to ensure smooth and efficient processes.•Develop and implement innovative strategies to enhance operational efficiency, reduce costs, and drive revenue growth.•Manage call center operations for UAE, Pakistan, and Egypt to provide top-tier customer support.•Drive a culture of exceptional customer service and satisfaction, maintaining high levels of client retention.•Ensure strict compliance with industry regulations and guidelines, keeping the company in good standing with regulatory authorities.•Foster cross-functional collaboration and continuously improve internal processes, resulting in increased productivity and reduced operational risks.

Islāmābād, Pakistan

•Setting up the call center operation in Pakistan.•Responsible for training call center agents to make sure that service delivery on their part is always up to speed.•Responsible for allocating work-time to call center agents according to the workload (frequency of calls)•Oversee the recruitment of required and qualified personnel to fill job openings for call center agents.•Training the call center agents.•Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems.•Prepare call center performance reports.•Manage call center equipment by ensuring repairs and replacements as at when due.•Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.

Tameem House - Tecom

Arenco Tower - Dubai Media City

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort• Provide the team with a vision of the project objectives• Motivate and inspire team members• Lead by setting a good example (role model) – behavior consistent with words• Coach and help develop team members; help resolve dysfunctional behavior• Facilitate problem solving and collaboration• Strive for team consensus and win-win agreements• Ensure discussions and decisions lead toward closure• Maintain healthy group dynamics• Intervene when necessary to aid the group in resolving issues• Assure that the team members have the necessary education and training to effectively participate in the team• Encourage creativity, risk-taking, and constant improvement• Recognize and celebrate team and team member accomplishments and exceptional performance

Arenco Tower, Dubai Media City

• Develop a base for long-term sources of clients by using referrals, occupational, and special-interest groups to compile lists of prospects.• Approaches potential clients by utilizing mailings and phone solicitation• Determines clients' particular needs and financial situations by scheduling fact-finding appointments; determining the extent of present coverage and investments; and ascertaining long-term goals.• Develop a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation.• Obtains underwriting approval by completing an application for coverage.• Completes coverage by delivering policy; planning future follow-up and evaluations of needs.• Provides continuing service by providing direct deposit forms; and processing changes in beneficiary.• Enhances insurance agency reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.

Sama Tower , Sheikh Zayed Road, Dubai

• Inbound & Outbound calls• Introducing Zurich Insurance (Motor / Home / Travel / Personal Accident)For HSBC ,FGB & CITI Bank Customers.• Complain handling• Emailing customers• Closing sales• Making Reports • Doing UAT for new plans• Making a finance report daily.

Al Shafar Building , Karama, Dubai

• Marketing insurance policies for OIC.• Have sound knowledge of Motor Insurance.• Contacting prospective clients, assessing their requirements then selling them the different products and services that match their needs.• To handle outbound customer queries and complaints effectively and efficiently• Briefing the customer on various products and keeping abreast with the latest information with respect to the product offerings• Pursue complete ongoing training to stay abreast of product, service and policy changes.• Contributing to overall Sales target set by Sales team.• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.

Dubai

• Introducing new products and offers to the clients.• Collecting customer’s documents.• Sending the updated forms to the main du office.• Achieving targets set by the Team Leader.