Dhuha Wadhah Yousif Al Ismaeel
Dubai,U.A.E.
Summary
Over 22 years of experience working in Banking and Insurance industries. I possess solid work ethic, deep personal integrity, strong research and analytical skills owing to my degree in Pharmacy. My goal is to obtain a full-time, long-term position, that enables me to apply my skills and knowledge and I also value opportunities to learn new things and grow.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
Call centre executive
ISON Call Centre Services L.L.C.
Dubai, United Arab Emirates
01.2025 - Current
- Provided excellent customer service with empathetic communication techniques.
- Maintained composure during difficult calls, ensured issue resolution every time.
- Handled customer enquiries quickly and professionally, meeting call timeframe targets.
- Received inbound calls promptly, achieving customer wait time targets.
- Assisted customers with queries to ensure satisfaction and loyalty.
- Dealt promptly with customer requests, reduced complaint escalation rates.
Medical Claims Processor
The National Health Insurance Company - Daman
Dubai, United Arab Emirates
02.2014 - 09.2022
- Evaluate medical necessity and consistency of diagnosis, procedures, drug codes and descriptions stated on the claims according to accepted medical coding rules and guidelines while processing claims according to the expected daily target and quality.
- Evaluate and process out-patient ICD-9 and CPT-4 claims such as UAE network claims, re-submission claims, international claims, and re-imbursement claims.
- Process ICD-9 claims according to expected daily target, quality and KPI.
- Ensure accurate application of contractual prices and discounts, schedule of benefits, correct allocation of benefits, collection of deductibles, co-payments, observance of policy limits and adherence to claims submission protocols.
- Escalate observations about providers' trends to the supervisor in order to improve the quality of their claims.
- Report fraud and abuse of the provider to the superiors.
- Communicate work-related issues clearly and effectively with the team members and superiors.
- Attend online-training courses to improve the technical, insurance and medical knowledge and skills.
- Deliver high-quality customer service; respect medical and work ethics at all times.
- Consistently, efficiently and effectively work on achieving daily targets.
- Ensure that business decisions and processes are documented in a professional way and the communication requirements are being adhered to in a timely and professional manner.
- Continuously work on improving relevant functional and personal competencies.
Senior Verifier
Commercial Bank Of Dubai - Head Office
Dubai, United Arab Emirates
10.2005 - 01.2014
- Trade Finance Department
- Branch Back Office & Customer Service
- Central Operations Department
- Collection Unit
Clerk
National Bank Of Dubai - Head Office
Dubai, United Arab Emirates
11.2000 - 08.2005
- Cards & Remote Banking Unit (Operations)
- Finance & Administration Department
- Customer Service - Back Office
- Help Desk & Call Center
Trainee pharmacist
Bait Al Shifa'a New Pharmacy
Dubai, United Arab Emirates
07.2000 - 11.2000
- Conducted pharmaceutical calculations accurately for correct dosage instructions.
- Maintained confidentiality at all times respecting patient privacy.
- Worked under supervision of licensed pharmacist by shadowing, asking questions and responding to feedback.
- Improved patient understanding with clear explanations about medication uses, side effects and interactions.
Education
Bachelor's degree - Pharmacy
Dubai Pharmacy College
Dubai, United Arab Emirates 11.1995 - 04.2000
Skills
- Customer handling
- Time-management
- Time efficiency
- Patience under pressure
- Microsoft Office Suite
- Customer service orientation
- Email correspondence
- Operational support
sections.external_links.name
Languages
Arabic
Native
English
Fluent
Timeline
Call centre executive
ISON Call Centre Services L.L.C.
01.2025 - Current
Medical Claims Processor
The National Health Insurance Company - Daman
02.2014 - 09.2022
Senior Verifier
Commercial Bank Of Dubai - Head Office
10.2005 - 01.2014
Clerk
National Bank Of Dubai - Head Office
11.2000 - 08.2005
Trainee pharmacist
Bait Al Shifa'a New Pharmacy
07.2000 - 11.2000
Bachelor's degree - Pharmacy
Dubai Pharmacy College
11.1995 - 04.2000
Similar Profiles
Sara AlmemariSara Almemari
Call Center Representative at IBT Global Call Center Services L.L.C.Call Center Representative at IBT Global Call Center Services L.L.C.
MAXIMILIAN NJAUMAXIMILIAN NJAU
Customer Care Executive at ISON XPERIENCE COMPANY (Airtel-Call Center)Customer Care Executive at ISON XPERIENCE COMPANY (Airtel-Call Center)
Bame MaunatlalaBame Maunatlala
Customer Care Agent/HSE Committee Chairperson at Ison Xperiences (Absa Contact Centre)Customer Care Agent/HSE Committee Chairperson at Ison Xperiences (Absa Contact Centre)