Basic Info

RYNA FURTADO

10 years

Dubai, United Arab Emirates

Bachelor's Degree

Experienced

Work Experience

Team Leader at , AXA Insurance Gulf

Experience Details

Team Leader

Customer Service/Support

Manager

Handling the call center with calls being received from UAE, Oman, Bahrain and Qatar on all retail products: Motor, Home, Travel, Medical and Personal Accident
• Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Ensuring all relevant communications, records and data are updated and recorded
• Training agents on new products and marketing campaigns
• Liaising with other team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Monitoring random calls to improve quality minimize errors and track operative performance
• Coordinating staff recruitment including liaising with HR staff
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• Recording statistics, user rates and the performance levels of the center and preparing reports
• Handling the most complex customer complaints or enquiries
• Organizing staffing, including shift patterns and the number of staff required meeting demand
• Carrying out needs assessments and performance reviews
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Studying insurance proposals
• Gathering and assessing background information in order to effectively assess the risk involved
• Calculating possible risk and deciding how much individuals should pay for insurance (the premium)
• Computing results for appropriate premiums using actuarial information, other statistics and own judgment
• Liaising with senior underwriting specialists for risk assessment
• Ensuring that premiums are competitive
• Specifying conditions to be imposed on different types of policies, for example, asking that a property owner install a security alarm


Company Details

, AXA Insurance Gulf (multinational)

Dubai, United Arab Emirates

501-1000 employees

Insurance

www.axa-gulf.com

Mar 2010 to Apr 2016 (6 years 1 month)
Team Leader at , AXA Insurance Gulf

Experience Details

Team Leader

Customer Service/Support

Manager

Handling the call center with calls being received from UAE, Oman, Bahrain and Qatar on all retail products: Motor, Home, Travel, Medical and Personal Accident
• Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Ensuring all relevant communications, records and data are updated and recorded
• Training agents on new products and marketing campaigns
• Liaising with other team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Monitoring random calls to improve quality minimize errors and track operative performance
• Coordinating staff recruitment including liaising with HR staff
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• Recording statistics, user rates and the performance levels of the center and preparing reports
• Handling the most complex customer complaints or enquiries
• Organizing staffing, including shift patterns and the number of staff required meeting demand
• Carrying out needs assessments and performance reviews
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Studying insurance proposals
• Gathering and assessing background information in order to effectively assess the risk involved
• Calculating possible risk and deciding how much individuals should pay for insurance (the premium)
• Computing results for appropriate premiums using actuarial information, other statistics and own judgment
• Liaising with senior underwriting specialists for risk assessment
• Ensuring that premiums are competitive
• Specifying conditions to be imposed on different types of policies, for example, asking that a property owner install a security alarm


Company Details

, AXA Insurance Gulf (multinational)

Dubai, United Arab Emirates

501-1000 employees

Insurance

www.axa-gulf.com

Mar 2010 to Apr 2016 (6 years 1 month)
Customer Service Representative at Palm Utilities

Experience Details

Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

• First point of contact at the front office desk, handling queries from walk in customers in addition to answering calls and emails supporting customer needs
• Resolve customer complaints and queries and providing customer solutions by serving as a liaison between customer and respective departments
• Improving customer service based on customer surveys
• Processing cash and cheque payments of customers
• Maintaining database of all customer information. Also includes filing all documents relating to customers when required


Company Details

Palm Utilities

Dubai, United Arab Emirates

101-500 employees

Energy and Utilities

www.palmutilities.ae

Oct 2007 to Sep 2009 (1 year 11 months)

Achievements


have been a constant performer at AXA Insurance.6 years experience in handling a team of 10 agents providing customer service and achieving sales targets constantly.Retention targets have been achieved constantly every month.

Education

Bachelors in Computer Information Systems in Computer Science

Education Details

Bachelors in Computer Information Systems

Computer Science

Emirates College for Management and Information Technology, United Arab Emirates

B / Very Good / 75 - 85%

Programming-C++, SQL, Visual Basic

N/A

Emirates College for Management and Information Technology
2001 - 2004

Training and Courses

Training/Course Details

Leadership Styles

Aug 2013

AXA Insurance

Training on how to adapt to different leadership styles while managing a team

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

, AXA Insurance GulfCITRIXCRMComputer ScienceCreativeCustomer ServiceCustomer Service RepresentativeCustomer Services And SupportCustomer-orientedEnergy And UtilitiesEnglishHindiHorror FlicksInsuranceInsurance And UnderwritingLeaderLeadership StylesMicrosoft OfficeMoviesPhotographySupportSupportiveTeam LeaderTeam PlayerTrainingTravelling/holidays

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Hindi

Hindi

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Office

Microsoft Office

: Intermediate

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Intermediate

: Extreme - I love it!

:

5-7 years

CITRIX

CITRIX

: Intermediate

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Customer services and support

Customer services and support

: Intermediate

: Extreme - I love it!

:

More than 7 years

insurance and underwriting

insurance and underwriting

: Intermediate

: Extreme - I love it!

:

5-7 years

Training

Training

: Intermediate

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Customer-oriented, Creative, Team Player, Supportive

Online Presence

https://www.facebook.com/ryna.rego

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