Customer Service Engagement Manager

Faizullah Syed

Engagement Manager - Employee Benefit

at Avon Insurance Brokers

Location: Doha, Qatar Education : B,Sc Computer Sci Experience: 15 Years,

CONTACT

Location: Doha, Qatar

Name: Faizullah Syed

Mobile Phone: +974-********

Country: Qatar

Email Address: ********@*****.***

Career Objective: Possessing a number of significant achievements within customer service management. Excellent commercial approach to solve problems and optimizing team potentials whilst pro-actively developing new business strategies and ideas.

EXPERIENCE (15 YEARS)

October 2014 - March 2024

Engagement Manager - Employee Benefit at Avon Insurance Brokers

Location: Dubai, UAE

Company Industry: Insurance Brokers

Job Role: Management

Roles & Responsibilities:

Managing both Operations & Sales Team

Handling Medical Claims, Pre Sales, Post Sales & Addition/Deletion

Preparing daily workloads for staff & coordinating the daily allocation of work.

Mentoring and training new staff.

Involved in the recruitment of new staff.

Arranging & chairing weekly team meetings, focusing on targets & achievements.

Monitoring &reporting standards, performance targets, etc.

Provide presentation to the group of clients.

Sales Process: (Pre Sales & Post Sales)

Provide guidance to clients on risk management and help to devise new ways to mitigate risks.

Responsible for foreseeing clients’ insurance requirements like policy renewals.

Conduct research on insurance company’s policies and negotiate with insurance underwriters to find the most suitable insurance for clients at the best price.

Perform tasks like gathering information from clients, assessing their insurance requirements and risk profile.

Working with the sales and marketing team and providing the best quotations from insurance companies.

Guide the sales and marketing team towards achieving their targets.

Claims Process:

Analyze and investigate complicated insurance claims to help prevent fraud.

Uphold relationships and communication with insurance companies and clients.

Negotiate settlement.

Resolve claims in a timely manner.

Organize and present claim review plans.

September 2012 - February 2014

Insurance Team Lead at New Shield Insurance Brokers

Location: Dubai, United Arab Emirates

Company Industry: Insurance Brokers

Job Role: Team Leader

•Worked as a Risk Management Advisor (Team Lead).

•Perform task like gathering information from clients, assessing their insurance requirements and risk profile.

•Conduct research on insurance companies’ policies and negotiate with insurance underwriters to find the most suitable insurance for clients at the best price.

•Dealing with and resolving problems and issues which arise.

•Working with the sales and marketing team and provide the best quotations from insurance companies.

•Provide guidance to clients on risk management and help to devise new ways to mitigate risks.

•Responsible for foreseeing client’s insurance requirement like policy renewals.

•Mentoring and training new staff.

•Monitoring & reporting standards, performance targets, etc.

•Perform task like preparing reports for surveyors and insurance underwriters and negotiating with insurers.

•Regular follow ups with the insurance companies for all kinds of endorsement.

March 2011 - April 2012

Web Agent at Rak Bank(Dubai, DSO Head Office)

Location: Dubai, United Arab Emirates

Company Industry: Call Centers & Customer Care Outsourcing

Job Role: Customer Service and Call Center

•Worked as a Web agent for Online support

•Point of contact for Promoting Banking &Banc assurance products to customers

•Deliver personalized service via online chat/ telephone to customers on various Insurance &Banking products, Accounts, Credit Cards, and Services inquiries in an effective and efficient manner.

•Identify cross-sell opportunities during customer interaction

•Consistently deliver quality service to our customers to achieve total customer satisfaction.

November 2008 - January 2011

Sr Technical Support Officer at HCL Technologies

Location: Chennai, India, HCL Technologies, Greams Road, Chennai Company Industry: Call Centers & Customer Care Outsourcing Job Role: Customer Service and Call Center

•Worked as Senior Technical support (Mentor) for AT&T Internet services (US). Customers Issue’s related to Internet, Computers, Wireless connection, Emails and other technical aspects

•Meeting KRAs (Metrics) with Technical and customer handling skills

•Targets - Achieving Good Customer Satisfaction and meeting the Sales Conversion Ratio of 80%

•Promoted as a Mentor/SME (Subject Matter Expert) for assisting the Teams.

•Trained the agents in technical support and monitored as required.

October 2007 - August 2008

Technical Support Executive at WIPRO Technologies

Location: Chennai, India, Wipro Technologies, Schozhinganallur, Chennai

Company Industry: Call Centers & Customer Care Outsourcing

Job Role: Customer Service and Call Center

•Inform customers for the status of work in process

•Maintained a line of communication between the Customers and Elements of the Company

Education

Diploma, IATA/UFTAA

at Syscom Institute

Location: Dubai, United Arab Emirates March 2013

Bachelor's Degree, B.Sc Computer Science

at The New College

Location: Chennai, India June 2007

High school or equivalent, Science

at Measi Matriculation Hr Sec School

Location: Chennai, India April 2004

Skills

Customer Service:

•Level: (Expert)Microsoft Office

•Level: (Expert)Team Management

•Level: (Expert)

Languages

•English - Level: (Expert)

•Hindi - Level: (Expert)

•Tamil - Level: (Expert)

•Arabic – Level: (Basic)

Personal Information

•Marital Status: Married

•Nationality: Indian

•Religion: Islam

•DOB: 07/05/1986

•Passport #: V1286878

•Valid till: 24/06/2031

•Driving License: UAE & India

SYED FAIZULLAH

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