Experience

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  ARIA Capital Management

  • Dubai, United Arab Emirates

  • IFA Administrator

    • Jun 2023 - Present
    • Dubai, United Arab Emirates
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  Nasco Insurance Brokers - UAE

  • United Arab Emirates
  • Insurance
  • 100 - 200 Employee

  • Head Of Department - Individual Life

    • Jul 2019 - Present

    • Responsible for managing the operation of the Admin and Client Support teams handling the submission of new cases, servicing requests, and maintenance of over 800 insurance policies and investment plans. Generated an average annual revenue of over $350K annually.• Developing and implementing new admin and servicing processes and procedures that enhance clients’ retention and satisfaction and improve clients’ engagement.• Serving as the company’s lead Insurance Consultant for designing bespoke personal policies and reviewing existing policies for key and HNW clients.• Evaluating new industry developments and exploring opportunities to enhance business practices to adapt to market changes.• Conduct presentations regularly to internal and external partners relating to account reviews, trends, exposures, and risks.• Reporting department’s production and overall portfolio analysis to management periodically, and participating in strategy, market approach, and process improvement meetings.

  • Client Relationship and Servicing Manager - Individual Life

    • Jan 2017 - Jun 2019

    • Oversee the strategic management of an assigned portfolio of policies and serve as the lead point of contact for managing clients’ policies, resolving service inquiries and escalations, and providing consultative support to clients with the management of their policies.• Responsible for the management and attending to 300+ clients’ personal insurance policies and investment plans servicing requests.• Provide oversight and coordination across new application submissions and servicing requests to coordinate service delivery across all providers’ accounts, ensuring challenges are resolved in a timely, strategic, and consistent manner.• Generate profitable growth by retaining existing clients and identify opportunities for up/cross-selling. • Monitor the whole portfolio of policies to assess and manage the company’s risk of losses due to potential cancellations or late payments then, accordingly flag and address potential issues.

  • Senior Business Development Manager - Individual Life

    • Sep 2015 - Jan 2017

    • Led, mentored, and trained the Business Development Executives team to achieve sales targets and weekly operations KPIs and drive energetic activity to exceed sales targets.• Generating profitable growth in client acquisition and new business for a revenue of over $ 450K in total commissions.• Conducting team and one-on-one meetings weekly to evaluate performance and identify areas of improvement.• Reporting periodically the business development team's activity and production to senior management.• Design and implement Business strategies aimed at identifying new business opportunities and prospective clients through several lead generation channels.• Assisting the sales team in designing bespoke individual savings/investments and life insurance plans and conducting presentations to existing and prospective clients.

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  Vodafone

  • Customer Support Team Leader - UK Account

    • Sep 2013 - Aug 2015

    • Responsible for the management of the assigned team of Contact Centre Advisors by providing leadership and guidance to the team leading to the attainment of 70% SLAs.• Delivered 90% of first contact query resolutions within agreed TAT and SLA, and maintained a Net Promoters Score of above 80%.• Enabled staff to overachieve their KPIs through effective performance management and by identifying training and development requirements through coaching.• Provided effective management of all escalated issues, documented recommendations, and ensured the implementation of performance review and feedback led to improved performance.• Benchmarked performance and analyzed performance drivers of advisors in order to implement solutions that improve overall customer experience and employee satisfaction.

  • Senior Customer Care Advisor

    • Jun 2011 - Sep 2013

    • Manage customers' accounts, ensuring data is updated while maintaining confidentiality.• Get immediate solutions/answers for customers' issues and queries, while maintaining a high level of customer satisfaction and experience.• Resolve technical difficulties customers might face with their devices or network coverage by utilizing several complex applications simultaneously (i.e., IN-VIEW, VLTS, LogMeIn Remote Access …etc).• Commit to achieving the narrow operation's targets and KPIs while working on a variable shift basis.• Assignment: Worked with the training team to support, coach and manage newcomers’ performances to meet the organization’s award-winning excellent customer service and provide the best customer experience.

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  Talaat Moustafa Group Holding

  • New Cairo, Egypt

  • After Sales Representative

    • Jun 2009 - May 2011
    • New Cairo, Egypt

    • Responsible for meeting clients to review the architectural layout of their under-construction recently acquired villas/units using AutoCAD software.• Discuss and recommend tailored modifications according to clients’ needs. Act as the intermediate between the customer and the contractor with a...

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  TEMA Motion Graphics

  • Cairo, Egypt

  • Marketing Specialist

    • Sep 2008 - May 2009
    • Cairo, Egypt

    • Responsible for designing, creating, and delivering marketing presentations and materials to support the growth and expansion of company products and services and to promote the company's brand• Responsible for the company's internal and external communications with different teams, age...

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  NSGB

  • Cairo, Egypt

  • Bank Teller / Customer Service Summer Trainee

    • Aug 2007 - Sep 2007
    • Cairo, Egypt

    o Trained as customer services representative in a fast-paced environment.o Assist bank customers to fill in requests to open accounts and apply for credit and debit cards.o Increased responsibility to provide exceptional customer service including efficient and accurate transaction processing.