Customer Service Information Systems

Rayah AL-Nasser

Contact

Phone +1-513-***-****

Email ************@*****.***

Address Ohio, Fairfield 45014

Linkedin http://linkedin.com/in/raya-al-nasser- 51546085 Nationality American

Education

Princess Sumaya University for Technology-Amman, Jordan BA in Management Information Systems-GPA Good

Languages

o English: Mother Tongue

o Arabic : Fluent – (Reading, Writing and Speaking) Objective

I am an ambitious and energetic individual, interested in public relations, I am always very enthusiastic about being part of a positive change in society, fighting to create a strong community which encourage economic, social and psychological health. Motivated by opportunities to learn and excel, my goal is to secure a position within a reputable organization where I can put my experience, skills, passion and my knowledge to make a great impact, as well as widening my experience to achieve my goals and maintain a career path.

Key Skills

Multilingual, Professional writing, reading and verbal communication and conversational skills in both English and Arabic.

Team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

Ability to work under pressure to achieve targets while being highly adaptable, positive, resilient, and patient where circumstances can change rapidly.

Understanding the value of reliability, punctuality and effective communication as part of everyday life. Experience( 8+ years)

King Hussein Cancer Foundation • Jordan, Middle East. February 2017 – December 2021 Operations and Logistics coordinator / Cancer Insurance Unit Key Achievements:

Implemented new procedures and technologies that improved efficiency and streamlined operations.

Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.

Main Duties

- Responsible for approaching existing insurance subscribers.

- Specialized in customer service and client servicing.

- Responsible for operational processes related to the renewal of cancer insurance individual subscriptions from contacting each member until insurance card is received by subscriber and payment is complete.

- Responsible for following up with the call center agents in order to approach subscribers efficiently and in a timely manner to remind them about their subscription’s expiry dates and when its renewal date due.

- In charge of daily follow up and monitoring of call centers performance.

- Generating reports related to call center progress and financial plus non-financial achievements.

- During year of 2019, 2020 and 2021; I was able to achieve an average of 2 Million JDs Per year from collecting fees of 35000 individual insurance renewed subscriptions.

- Responsibly of creating a new remote payment channel in cooperation with STS payment solutions company

- In charge of completing all transactions made through STS system.

- Reconciliation with Finance Department regarding all payment transactions received through STS.

- Analyzing and auditing daily transactions data, identifying trends, and developing strategies to improve the overall performance.

-Overseeing daily operations, managing staff, ensuring compliance with finance department, and providing exceptional customer service.

- Responsible for approaching existing insurance subscribers.

- Specialized in customer service and client servicing. Gulf Insurance Group( HQ), Jordan, Middle East. February 2015 – January 2017 Customer Care center officer / Medical Insurance Unit. Naouri Group(Evergreen Agents) .Jordan, Middle East. June 2014 — March 2015 Business Import Operation Officer / Ocean Freight

Naouri Group( HQ) .Jordan, Middle East. August 2013 –May 2014 Human Resource officer

References available upon request.

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