Ramzi Alnadaf CV

*** ********* **, *******, ** K4A 0V6, 514-***-****, addkf6@r.postjobfree.com

Over 20+ years’ experience in insurance, customer service, and training.

Expertise includes claims management, insurance feasibility studies and management training.

Experience in change management programs.

Languages Skills

English: Advanced

French: Intermediate

Arabic: Advanced

Computer Skills

Office advanced User (Word, Excel, Power Point & Outlook)

MS. Project

Visio

Career History:

Logistic team leader Sep – 2017 – May - 2019

Alorica www.alorica.com

Key responsibilities:

Supervise the agents’ daily duties

Train the agents on new processes and procedures

Generate the daily, weekly and monthly reports

Prepare the business review to be discussed with the client

Coach and motivate the agents

Support my superiors in strategic decisions by providing accurate statistics

Head of Motor claims Mar – 2015 - Feb – 2016

Falcon Insurance company

Key Responsibilities:

Generate and analyze the claims reports and statistics and report the results to the Board and CEO with suggestions

Create the department procedures, processes, KPIs and work flows and train the agents on new processes and procedures

Spread the customer satisfactions culture within the department agents

Ensured customer problems are handled appropriately and by the company rules and instructions

Implement new claims strategies

Manage the claims network all around Oman

Suggested, discuss and implement training plans

Approved all claims payments and Supervised Salvage process

Achievements:

Reduced average paid per claim by 10%, increased the customers retention percentage from 65% to 85%, decreased claims solving time to the minimum’

AVP Motor claims Sep – 2013 - Feb - 2015

Oman Insurance company

Key Responsibilities:

Ensure that the claim processes complied with regulations and guidelines

Ensure the highest level of customer care

Propose products and services that meet customers’ needs to UW department

Participate in researching new claims strategies in Oman Insurance including procedures, processes, KPIs and work flows

Head the LEAN diagnosis, plans and implementation

Manage the claims network all around UAE

Develop recovery processes

Develop salvage processes

Achievements:

Reduced the average paid per claim by 5%, Contribute in increasing the customers’ retention percentage 30%, Increased employees’ performance by clearing the outstanding backlogs in settlement, minimized the recovery outstanding backlogs to minimum, increased the recovery monthly amount by 60% and decreased the claims solving time to the minimum.

Head of Motor Claims and Legal Affairs department Nov - 2007 - Jan - 2013

AROPE Insurance company

Key Responsibilities:

Create and implemented customer-oriented culture

Manage claims network team all around Syria

generate, prepare, distribute, analyze the claims data and the motor business reports and report them to the GM with suggestions

Analyze the profitability of the motor products (loss ratio) by type, make, model and line of business

Detect fraud cases in claims, underwriting and brokers teams

Train the claims agents on the new procedures and processes

Made final negotiation with customers, third parties and their lawyers to reach a compromise in settling claims and legal cases

Advise all departments on any legal requested consultation regarding conditions and claims

Achievements:

Reduced the average paid per claim (all risk) by 80% during 5 years, reduced the average paid per claim (TPL) by 50% during 5 years, contribute in increasing the customers’ retention percentage, increased the employees’ performance by solving 300% more claims with 10 percent increase in employees’ number, increased the recovery yearly amount 17 times during three years, and decreased the solving time of claims to minimum

Freelancer consultant Aug - 2003 – Nov – 2007

Bell consulting house

Main Responsibilities:

• Deliver and lead the team working in insurance projects

Achievements / Projects:

Feasibility study of the national insurance company

Business plan for the national insurance company

Launching, recruiting and licensing the national insurance company

Feasibility study of the Solidarity Alliances insurance company

Business plan for the Solidarity Alliances insurance company

Prospectus and IPO marketing materials for the Solidarity Alliances insurance company

Recruiting technical and management partner for the Solidarity Alliances insurance company

Feasibility study and business plan for Medical TPA

Associate partner Sales and Marketing manager Feb – 2005 – Nov - 2007

Naddaf Office equipment (Sharp photocopier dealer)

Main Responsibilities:

Recruit and train new sales agents

Create and implement sales promotions and marketing campaigns

Approach the prospects and big account to finalize the sales

Support the sales agents in closing the deals

Coordinate with the service department to insure high level of customer satisfaction

Set targets and commissions plans

Training and development team leader Feb – 2001 - Aug - 2003

Syriatel mobile telecom

Main Responsibilities:

Train new employees in call center, POS and credit control department

Contact local and foreign training institutions to arrange for training courses

Handle incoming inquiries from our customers in a positive and enthusiastic manner

Create department KPIs, procedures and processes

Education & Professional Trainings:

AEC, Damage insurance (unfinished) 2019

Vanier Collage

International master of business administration (MBA) 2011

Dauphine University, Paris

Bachelor Degree in Law, 2003

Damascus University

Professional Training

Foundation Skills for team leaders & Supervisor (STMDI) 2001

What Matters Most (Franklin Covey) 2002

MS. Project (Reda Computer Center) 2002

Effective Telephoning course (Teleperformance) 2002

Managements Skills (The British Council) 2002

Customer care from Hostility to Hospitality (Starmanship) 2001

Train the trainer (CSP Middle East) 2002

Accounting essential BTC & Advanced credit sales management skills ATC (A&A) 2002

Basic Insurance sales training (SNA Assurances) 2004

References available upon request

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