Asem Rehman
Dubai
Summary
Highly skilled Operations Specialist with comprehensive experience in coordinating and optimizing business operations. Possess strong analytical skills with a reputation as a self-directed worker who uses his initiative to get the job done in a fast-paced work environment with demanding deadlines.
Overview
14
14
years of professional experience
Work History
Operations Specialist
Metlife
Dubai
12.2023 - Current
- Manage the end-to-end processing of insurance policies, including service requests, endorsements, renewals, reinstatements, and cancellations.
- Ensure data accuracy and integrity in policy administration systems; update records, and verify documentation.
- Coordinate with the underwriting, claims, IT, treasury, billing, and customer services teams to resolve operational issues and ensure smooth policy lifecycle management.
- Engaged in projects associated with enhancements and upgrades of online portals. (GSSP, mobile application).
- Reviewing and approving disbursement approvals of team members.
- Generate and update reports associated with score card review, CBPP Permanent Address update.
- Provide support and training to colleagues on operational procedures and systems.
- Identify and report inefficiencies in operational workflows and recommend enhancements to enhance operational workflow.
Customer Service Representative
Metlife
Dubai
12.2016 - 11.2023
- Handles customer service inquiries via the telephone, email, chat, and/or walk-in customer, and resolves escalations related to medical claims and medical coverage from providers and insured members.
- Ensure to maintain the highest standard of quality service by following policies, procedures, and guidelines.
- Handled complaints and appeals, provided appropriate solutions and alternatives within the time limits, and followed up to ensure resolution.
- Escalate delayed cases to the concerned departments to ensure processing on a priority basis, to avoid potential complaints.
- Notifies management of recurring problems. Performs other related duties as required or assigned.
- Analyzed and solved customers’ issues on the spot. • Reported advanced issues to the higher levels.
- Handled inquiries associated with customer claims, network-related issues, and ensured coordination with concerned teams to obtain resolution.
- Monitoring the status of new business, additions, deletions, and renewals for group policies, informing brokers, clients, and agents accordingly.
- Providing information to policyholders, providers, and brokers in line with the policy terms and conditions..
- Maintain weekly, monthly and yearly reports associated with CS department metrics.
Document Fulfillment Officer
Standard Chartered Bank
Dubai
02.2015 - 05.2016
- Proactively approaching and onboarding clients through online and offline sourcing channels.
- Proactively approaching and onboarding clients through online and offline sourcing channels.
- Calling and setting up meetings with the clients in order to collect and check customers' documents for product applications.
- Answer queries that customers may have about the products and services.
- Closing sales in accordance with quality processes and procedures outlined by SCB, in order to maximize sales opportunities by executing the cross-sell strategy.
- To maintain 100% error-free client documentation submissions on a monthly basis.
- Prepare daily performance product-wise, and update MTD reports.
- Working extensively on Excel to update MIS and Java software for verifying customer details (e-BBS, e-CAPS, e-OPS, NORKOM).
- Provide mentorship and training to new Fulfillment Officers as required.
- Complete coordination with the Rejection Review Department, resolving discrepancies on time.
Customer Services Representative
DU Telecom
03.2014 - 01.2015
- Serving customers by providing product and service information; resolving product and service problems.
- Attracting potential customers by answering product and service questions, suggesting information about other products and services.
- Handling customer inquiries and requests based on accurate knowledge of the Company’s products, services and procedures.
- Informing customers about the latest products and promotions, and emphasizing cross-selling and up-selling techniques.
- Receiving and accurately entering payments to appropriate customer accounts..
- Generating and submitting reports associated with customer accounts.
- Processing orders and assisting in the configuration of all services to customers.
- Handling all information in an unbiased and confidential manner.
Sales and Customer Services Executive
Bateel International
Dubai
03.2011 - 02.2014
- Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer.
- Exceeding or meeting personal sales targets while demonstrating a solid customer focus.
- Initiating and leveraging sales opportunities with existing and prospective customers while developing and maintaining key clients.
- Directing and coordinating with the marketing team in developing collateral material.
- Providing inputs, creative solutions, and ideas to the management team on organization offerings.
- Developing sales plans and completing quarterly and monthly reports as required. Providing detailed updates on sales activities to the Sales Manager.
Education
BBA - Human Resources Management
National University of Modern Languages
Islamabad08-2010
Skills
- Policy administration
- Data accuracy
- Operational efficiency
- Project management
- Customer service
- Stakeholder coordination
Affiliations
- Volunteered and took part in Metlife's yearly and occassional events,
Languages
Urdu
First Language
English
Proficient (C2)
C2
Accomplishments
- Awarded with top performer certifications during the monthly, quarterly rewards and recognition programs.
Timeline
Operations Specialist
Metlife
12.2023 - Current
Customer Service Representative
Metlife
12.2016 - 11.2023
Document Fulfillment Officer
Standard Chartered Bank
02.2015 - 05.2016
Customer Services Representative
DU Telecom
03.2014 - 01.2015
Sales and Customer Services Executive
Bateel International
03.2011 - 02.2014
BBA - Human Resources Management
National University of Modern Languages
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