Ihab Nagy Milad

Service Delivery ManagerFull Time

Operation Accounts ManagerFull Time

• Job Details: Planning and implementing policies, procedures, and operating performance standards for Client requirements & claims, to turn around 181% from the financial plan in Q1 2017; responded to financial crisis by deploying effective interventions, crisis-management strategies, and stabilization protocols.  Providing leadership for 10 employees of my team, in terms of complaint handling and decision taking with their teams to ensure consistency and positive work environment across all teams.  Cultivated and maintained excellent relationships with re-insurers, customers, clients, and state regulators, and developed cost-containment initiatives, profitable loss ratios, and risk identification and mitigation.  Delivering unprecedented results by negotiating new processes to my client in complaint handling and inbound sales parts to increase my client annual revenues by average of 2 Million AED every month.  Managing various Customer service channels as Inbound, Outbound and Non Voice (Email) Transactions.  Ensure all COPC standards are implemented by pre audits on documentation and process implementations, to have a ready audit-able environment all the time.

Team LeaderFull Time