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Customer Service Sales

January 30, 2019

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Curriculum vitae

CISI & CII Certified Insurance Specialist

Personal Details:

-Name: Fadi

-Last Name: Samir

-Nationality: Tunisian

-Age: 30 Years Old.

-Mobile Number: 009**-********

-Email Address:

-Address: Doha-QATAR


Looking for a job opportunity that matches my skills and qualification in a reputed financial institution that gives room for continuous skills development and career evolution.

Professional Experience:

Senior Customer Service Advisor

AXA Insurance Gulf BSC

May 2015- Aug 2018

Having excellent knowledge in general insurance in all classes of insurance especially in Health, Motor, Home, Travel and Personal Accident.

Answering all calls/ Deal with all walk-in customers in a professional, consistent manner providing them with a high level of Customer Service.

Handling various Travel Insurance accounts with excellent travel terms and conditions and claim registration procedures.

Handling the design of motor quotes / policy Terms & Conditions, as well as analysis and providing consulting advises to our clients on their insurance requirements.

Providing customers with accurate information as per the company guidelines of all products.

Gathering correct and accurate information in order to provide customers with new quotations, changes to their policies at the beginning of the policy, endorsements and at the renewal stage.

Visiting both existing & potential Clients whether to strengthen the relationship or attract new business opportunities for both travel accounts and group health insurance.

Promoting the companies personal lines products.

Underwriting (discussed with the senior underwriting management: rating, accepting, declining and issuing new policies and renewals) for all personal lines products within delegated authority limit and in accordance with the criteria laid down in approved underwriting manuals and management instruction.

Identifying and referring all risks outside personal authority limit to the relevant manager.

Refereeing and notifying any suspicious transactions the AML and CFT manager.

In charge of archiving policies documentations and KYC files.

Reporting to the head of retail in a daily basis of all the transactions, sales and potential business and request his assistance in closing big sales and deals.

Preparing business pipelines to achieve and over achieve set sales goals.

Provide support to colleagues within the call center as well as to the other areas of the personal lines department to alleviate short term resource issues and ensure smooth service to the customer.

Performing other related duties as required to operate the branches and support the personal lines transactions.

Team Leader

Qatar Islamic Bank

Apr 2013 - Apr 2015

Selling a range of Banking products and services within the Retail Department, Dealing with complaints and enquiries as well as sales promotions and new deals. Involved in training new staff – ensuring they are up-to-date on new products / services and all procedures are adhered to


Top Advisor in the Team on a regular basis.

Ensured focus on customer whilst reducing the number of contacts.

Met all targeted levels of Key Performance Indicators and ensured the highest level of customer service

Trained on new products as part of new business sector campaign.

Increased retention whilst competing with the aggressive, new marketplace.

Dealt directly with customers on a one-to-one basis to identify and rectify problems.

Became fully conversant with all software systems.

Handled calls from new and existing accounts, dealing with a wide range of personal banking enquiries to a high level of customer service.

Ensured all personal targets were met.

Banking Sales Executive

Commercial Bank of Qatar

Oct 2011 – Mar 2013

Handled Sales operations and duties and working towards meeting set sales goals within CBQ sales department.


Ensuring the smooth running of basic banking transactions.

Looking after the short term and long term funding requirements of business clients and individual customers.

Managed to grow client base while exceeding sales and customer service goals

Deliver personalized service over the phone and in person.

Identify cross selling opportunities while interacting with customers.

Handle cash and assist with customer transactions.

Maintain records of balances and correct errors as and when needed.

Respond to customer inquiries.

Maintain and develop good relationship with customers through personal contact or meetings or via telephone etc.

Act as a bridge between the company and its current market and future markets.

Display efficiency in gathering market and customer info to enable negotiations regarding variations in prices, delivery and customer specifications to their managers.

Help management in forthcoming products and discuss on special promotions.

Review their own performance and aim at exceeding their targets.

Record sales and order information and report the same to the sales department.

Customer Service Representative:

Orange Telecom Tunisia

Sep 2009 – Aug 2011

Providing Orange customers with a world class service through resolution of their queries and consistently provide high standards of care throughout the interaction with the customer.

Responsible for interacting with customer to assist them with their issues, queries and applications.


Accurately record customer information using Customer Relation Management CRMS, relevant to the resolution of the customer inquiry or issue

Assigned the tasks of handling customer queries, feedback, complaints and request

Responsible for maintaining and developing relationships with external and internal clients

Assigned the tasks of preparing day-to-day activities of customer care department

Handled the tasks of recording and scrutinizing the complaints received from customers

Responsible for providing administrative support to customer service team

Researched and complied answers to provide information to customers

Assigned the tasks of providing timely responses to the queries and complaints of customers

Handled the tasks of making outbound sales for new and existing customers

Undertaking customer satisfaction survey

Taking ownership for resolving customer's inquiries and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures and following up where necessary to ensure customer journey is managed well.

Working on a 24/7 shift pattern

provide concise, accurate, complete and informative responses to the clients

Recognize where customer issue require escalation and follow the escalation procedure.

Follow pre-agreed troubleshooting process as directed by Orange to insure correct diagnosis and appropriate resolution.

Maintain an up to date level of service and procedural knowledge and proactively seek out information where required.

REFERENCES – Available on request.

Professional Certifications & Education:

-Baccalaureate Degree in Economics.

-Bachelor Degree in economic management.

-Chartered Insurance Institute:

Certified CII (Underwriting IF3 + Claims IF4).

Award in General insurance AGI.

-Chartered Institute for Securities and Investments: Qatar Rules and Regulations.

-CBP Sales (Certified Business Professional).

-ICDL International Computer Driving License


Good knowledge of Microsoft Office Software including

Excellent use of Microsoft Dynamics CRM

Microsoft Word, Excel, Access, PowerPoint, Front page and Outlook Express.

LANGUAGES: I am fluent in the spoken languages and able to read and write:

Arabic: Native *English: Fluent * French: Fluent

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