Customer Relations Manager

• Sep 2022 - Present

Complaints Supervisor - Quality Assurance

• Dec 2020 - Aug 2022

Training Coordinator

• Jun 2019 - Nov 2020

Arrange and schedule resuscitation center induction program for all new employees. Help develop training programs, activities and services to meet training needs and to achieve objectives determined in personal development plans. Prepare annual training schedule in coordination with head of training Conduct training needs analysis covering the various Resuscitation Center programs. Liaise with the training center and outside institutions to follow up on new training developments and available training courses, Responsible for the external and internal training courses arrangements for staff. Recommend appropriate instructional procedures or methods such as individual training, group instructions, self-study, lectures, E-learning and computer -based training. Coordinate with concerned departments to post upcoming schedules and training materials . Analyze results of completed training programs. prepare and follow up on attendance sheets, maintain records and prepare reports to evaluate performance of trainees. Show less

Marketing and Training Officer

• Jul 2018 - Jun 2019

Customer Service Officer

• Aug 2011 - Nov 2014

Responsible to provide the department, the top management as well as the regional office of any reports, analysis, data regarding conservation and collections, persistency, products, market… • Responsible of collection performance, setting targets to collectors and follow up on the results. • Responsible of call center performance, setting targets to callers and follow up on the results. • Monthly portfolio analysis to identify functions that need improvement and propose action plan to the top management. • Service Quality assurance by reviewing customers complaints and suggestion; in order to find gaps and setting plans to improve the quality of service provided.. • Market and Product Analysis to find sales opportunities and distribute it to the field force. • Responsible of managing MetLife Alico- Website. Show less

Conservation & Customer Services Assistant Officer

• Aug 2011 - Apr 2014

• Responsible to provide the department, the top management as well as the regional office of any reports, analysis, data regarding conservation and collections, persistency, products, market…• Monthly portfolio analysis to identify functions that need improvement and propose action plan to the top management.• Service Quality assurance by reviewing customers complaints and suggestion; in order to find gaps and setting plans to improve the quality of service provided..

Retail Banking , Service quality

• Oct 2010 - Jul 2011