Claudine Sfeir
Human Resources & Quality Manager at Mideast Assistance International- Claim this Profile
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Arabic Native or bilingual proficiency
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French Full professional proficiency
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English Full professional proficiency
Topline Score
Bio
Credentials
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People Dynamization
-Dec, 2017- Oct, 2024 -
Medical Underwriting
-Jun, 2017- Oct, 2024
Experience
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Mideast Assistance International
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Lebanon
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Insurance
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1 - 100 Employee
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Human Resources & Quality Manager
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Dec 2022 - Present
• Prepare the staff monthly schedules• Ensure the implementation of the quality management system requirements: ISO 9001-2015• Ensure the risk assessment study is regularly updated• Report and comment on performance of the quality management system to top management• Organize and follow up of management comments and feedbacks• Promote awareness of customer requirements throughout the organization• Implement quality policies and objectives• Report KPIs (Key Performance Indicators)• Follow up on actions and non-conformities• Promote and coordinate audits assuring adequate internal communication, training and information to all personnel• Improve products and procedures and provide trainings for better implementation • Apply all the quality management system requirements• Execute requests of the board of directors• Liaise and communicate with top management and all departments to maintain a suitable work environment Show less
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Operations Manager
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Nov 2018 - Nov 2022
• Manage the daily activity of the platform based on the call center processes and procedures• Manage recruitment, attendance and vacations• Optimize call center productivity and minimize costs by applying quality standards• Ensure continuous evaluation of the platform staff• Generate statistic reports• Collaborate with internal departments to answer clients’ needs in a timely manner and to maintain a healthy work environment• Validate and approve the guarantees of payment• Improve products and procedures• Provide trainings on new products and procedures• Collaborate with IT department for logistics needs• Follow-up on complaints and feedbacks received from clients and contact organizations Show less
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Team Leader
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Jun 2014 - Nov 2018
• Manage a team of assistance coordinators (support, trainings, orientations, coaching…)• Control the flow of work• Elaborate action plans for complex files in collaboration with the medical department• Maintain diplomacy and professionalism when dealing with escalated cases• Ensure the implementation of the quality management system requirements: ISO 9001-2018• Ensure proper communication with all departments to maintain suitable work environment• Generate general activity reports for claims and contracts on a regular basis• Audit medical invoices and financial reports Show less
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Assistance Coordinator
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Nov 2010 - Jun 2014
• Receiving, dispatching and replying to phone calls and e-mails within agreed time scales and according to call center procedure• Answering inquiries by clarifying medical information• Assisting clients as necessary by taking actions to provide high-level services according to their needs while always striving to exceed their expectations• Collecting all the information needed from the beneficiary and creating files on the system• Following up with the client/beneficiary• Preparing and sending the approved guarantee of payment• Updating the client/ beneficiary about the file status and updating the system continuously• Handling Repatriation and Evacuation cases for international clients• Resolving problems and escalating unresolved problems• Reporting incidents to the Team Leader• Working in a team environment to ensure proper case handling• Ensuring the application of all the quality requirements Show less
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Education
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2007 - 2011
Lebanese University - Faculty of Economical Sciences and Business
Management Bachelor, Business Administration and Management, General -
2006 - 2007
Saint Vincent de Paul - Ajaltoun, Lebanon
Economical and Sociological Sciences, Economics and Sociology
Community
