Ramy Fawzy

TeamleaderFull Time

• Job Details:Supervises/manages activities and performance of the call center agents  Handles call center agents needed for on-job training and coaching  MonitorstransactionstoensurethatQAstandardsaremet  Ensures the agent’s KPI’s are met (daily/weekly/monthly)  Manages difficult calls by acting as first line of escalation  Coordinates, as needed with all supporting function to eliminate any problems affecting the operations  Carries out annual performance assessment of team members monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution.  CoordinatesdailywiththeWorkForcetoensurethattheover-andunder-rulesareproperlyemployedto increase Advisors efficiency with required SLA’s and occupancy targets  Logsandactsonclient’srequests.  Ensures that end-user privacy policies are properly implemented  Ensures that team members adhere to policies and producers  Performsotherrelatedduties  Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan  Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.  Intensively separated AP on the outliers, bottom quartile, and commit to show progress regarding the failed area, and take the correct action according to the company policies.

Sales RepresentativeFull Time

• Job Details: Maximize a sales opportunity by up-selling and cross-selling  Creating new sales channels and generating new leads for self by networking with prospective customers  Participate in preparing the Products sales and marketing plan and liaising with involved parties to implement them.  Follow up with potential clients to propose new offers, ask for pending documents and answer inquiries  Work as a part of an agile sales team to meet and exceed targets set by the division  Contact potential customers through cold calls, emails and arranged meetings

Sales RepresentativeFull Time

• Job Details: Develop a prospective customer base and advertise our insurance products through referrals, cold calling, networking, and other marketing strategies to secure new business  Provide warm and professional customer service while onboarding new clients and maintain existing clients, including booking appointments, inquiry response, insurance eligibility, claim submissions questions concerning billing and insurance policies  Identify new client insurance needs, insurance risk, goals, current coverage, and financial situation by scheduling meetings for new customers, ensuring a personalized experience  Assist current policyholders during the insurance claims process while overseeing existing insurance claims  Design and implement strategies for effective marketing and sales of insurance contracts  Assist clients in selecting most suitable insurance service that better covers a policyholder  Customizeinsurancecontractstomatchtherequirementsoftheholder  Maintain record of insurance contracts and duly notify policyholders of pending renewal  Proffer advice and recommendation to clients on risk minimization, retirement and pension plans  Facilitatethepaymentofbeneficiariesoneventofthedemiseofapolicyholder  Maintain contact with clients to provide them with updates and reply to customer feedback