Customer Service Sales
Resume:
Alaa Ibrahim Elshershaby
Address : Dubai Media City
Tel : 009***********
Tel : 002***********
Date of Birth : 10 May 1983
E-mail : ***********@****.***
Objective
Possess excellent communication and customer service skills as a marketing expertise, dynamic, love to travel and would like to look for a better prospects and environment
Seeking a challenging position where my knowledge & experience can be develop and fully utilize for the success of the company. To work professionally in a team environment that highly focuses on the company’s mission and vision.
Personal Details
Nationality : Egyptian
Date of Birth : 10 May 1983
Country of Birth : Egypt
Gender : Male
Marital Status : married
Number of Dependent : 2
(Children)
Languages : English and Arabic
EDUCATION
Tanta University, Tanta- Egypt
(Faculty of Commerce)
August 2000 – August 2005
Qualification : Accounting, Marketing and Management
DRIVE LICSENE:
GULF COUNTRIES VALID TILL 2020.
TRAININGS:
1.Business conduct and integrity.
2.Confidentiality (releasing of members information).
3.Dental anatomy and terminology.
4.Electronic fund transfer.
5.E-Tums business view (pre-certification system).
6.Healthcare fraud awareness.
7.HIPPA privacy (federal law).
8.Medical terminology ‘’basics’’.
9.Data Privacy.
EMPLOYMENT
Aetna International Health Insurance (United States of America)
Genpact Services (United Arab Emirates) - Dubai
1 October 2013 – present
Customer service supervisor
Duty and Responsibility:
-Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
- Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
- Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
- Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
- Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
- Remove barriers to job performance and ensures regulatory compliance. - Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
- Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
- Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives.
- Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
Aetna International Health Insurance (United States of America)
Genpact Services (United Arab Emirates) - Dubai
1 October 2011 – 1 October 2013
Process Developer
Duty and Responsibility:
In charge of keeping the business running smooth by reducing the abandons rates and maintaing the first call resolution and the service level,
Planning, preparing and devising work schedules, according to budgets and workloads.
Providing responses to inquiries about obtaining coverage or policy information, claims denials and out-of-pocket expenses,
Handling and resolving customer’s complaints such as errors connected with claims or payment history and servicing existing accounts,
Tracking the Issued, stopped, expired and reconciled cheques,
Assisting the subscribers for the online access thru the websites, websites navigation and insurance card requests.
Coordinating with the Legal department to refer fraudulent behavior for further legal action.
Keep records of interactions with customers and transactions with parties with individual follow ups.
Store and save information in the computer hardware for future reference and working with database,
JUMBO ELECTRONICS - Dubai
1 January 2011 – 1 October 2011
Sales supervisor
Duty and Responsibility:
- To assist the Sales Manager in leading, directing and motivating the sales team in order to achieve the overall corporate sales objectives.
- To assist the Sales Manager in revising and implementing the sales strategies plans.
- To assist the Sales Manager in generating sales opportunities by identifying appropriate business targets.
- To assist the Sales Manager in providing a professional and excellent level of customer service with existing and new customers.
- Assist Sales Manager by completing all assigned duties .
- Handle customer issues, resolution and communicate escalated issues to the Sales Manager .
- Supervise Sales Representatives .
- Assist with sales rep questions, concerns and product/service questions.
- Create reports showing Sales %, install %, adherence, and attendance etc.
- Deliver positive feedback, Employee Rewards and Customer Recognitions to employee .
- Communicate all employee relations issues, concerns, and incidents to Sales Manager.
- Monitors calls, provide feedback to reps and assist reps on sales %, install %, and quality assurance goals.
JUMBO ELECTRONICS - Dubai
20 June 2010 – 30 December 2010
Merchandiser (SONY products) - Customer service representative
MERCHANDISER
Duty and Responsibility:
-Display merchandise with visual appeals to attract customers
-Integrate brand images in visual presentation throughout the stores
-Innovative and implement seasonal merchandising presentations
-Initiate unique visual presentations
-Monitor merchandise inventories
-Ensure replenishment of fast-selling items
-Coordinate with stores manager on key visual merchandising efforts
-Organize and adjust lighting systems to enhance visual elements
-Ensure compliance of brand standards in visual merchandising efforts
Customer service representative - Duty and Responsibility:
Handling sales, pre sales and servicing calls of customers.
Inform customer about the price and availability of products in Jumbo branches.
Inform customers about the status of the service of the unit. Also do first level of troubleshooting.
ATAK EMIRATES Group– Dubai
(Construction, Real Estate, Engineering Consultant)
20 May 2009 – 30 May 2010
Finance and Marketing
FINANCE
Duty and Responsibility:
-Responsible for maintaining financial, accounting, administrative and personnel services in order to meet legislative requirements and support municipal operations
-
MARKETING
Duty and Responsibility:
-To support the development and success of the Marketing function
-Take responsibility for specific marketing projects within the department
-To assist the implementation of the department, policy and strategy
-
Al SHamel – Dubai
(Construction and Real Estate)
20 May 2008 – 20 May 2009
Accountant and Marketing
ACCOUNTANT
Duty and Responsibility:
-To prepare and review budget, revenue, expense, payroll entries, invoice and other accounting documents
MARKETING
Duty and Responsibility:
-To support the development and success of the Marketing function
-Take responsibility for specific marketing projects within the department
-To assist the implementation of the department, policy and strategy
Melkiyati - Dubai
(Real Estate Consultant)
24 August 2007 – 10 May 2008
Accountant
ACCOUNTANT
Duty and Responsibility:
-Responsible for applying accounting principles and procedures to analyze financial information, prepare accurate and timely financial reports and statements and ensure appropriate accounting control procedures
Hassco - Dubai
(Contracting and Construction Company)
August 2006 – August 2007
Accountant
ACCOUNTANT
Duty and Responsibility:
-Responsible for applying accounting principles and procedures to analyze financial information, prepare accurate and timely financial reports and statements and ensure appropriate accounting control procedures
REFEREES
1.Engineer Akram Taman
General Manager of Al Shamel Dubai
*****@*****.***
2.Abdallah
HR Manager of Jumbo Electronics Dubai
***********@*****.***
Contact this candidate