FAISAL M ISMAIL
Dubai,Dubai
Summary
Dedicated health insurance professional with more than 15 years of experience in sales and retention plus investigating and processing health insurance claims. Excel in analyzing diagnosis/causes, interpreting policies and negotiating payment solutions. Effectively manage multiple, high-priority projects and take pride in providing exemplary customer Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Analyses KPIs and implements service enhancements. Engaging and motivational leader, skilled at training and coaching high-performing employees.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Team Leader-Health and P&C Claims
Pacific Prime
Dubai
01.2014 - Current
- Specialization : Sales, Retention and Claims
- Industry : Insurance
- Supervise day-to-day operations for claims staff by establishing priorities, scheduling and assigning work, and coaching employees in reviewing, analyzing, investigating, negotiating and settling claims in compliance with Claims Quality Standards
- Create a high-performing, results-oriented staff through candidate selection, on-boarding, ongoing development, and managing individual performance with regular coaching focused on behavior and technical skill sets
- Lead and actively contribute to culture of continuous improvement and ensures utilization of tools and behaviors within Pacific Prime Management System to foster critical thinking and innovation around problem solving and development of standard work
- Build and maintain internal and external customer relationships
- Serve as primary point of contact for insurers and policyholders
- Host and facilitate in person and/or telephonic claim reviews on continuous cycle and ensures Special Service Instructions are managed appropriately
- Analyze reps performance-driving behaviors to formulate action plan to coach and develop them in their careers
- Teamwork, self-management and alignment with company values
- Ongoing team member support, goal setting, training, coaching and motivating
- Team coordination and capacity planning
- Ensure Team is in line with company procedures and manage performance
- Weekly Team discussion to identify challenges and solve same, as well as identify and improve operational inefficiencies
- Monthly individual check-ins
- Daily claims approval outside team's mandate
- Manage daily/weekly/monthly controls to ensure process is followed and targets/SLA's are met
- Quality audits on claims and calls
- Provide training and coaching to Claims Handlers and undertake regular audits to monitor quality and performance
- Ensure all training material/records are maintained and up to date
- Adhere to DHA, HAAD, FSA and Data Protection regulations
- Work to targets on both quality/quantity of work and conversion of appropriate leads
- Manage diary/task lists for claims department
- Manage own case load to achieve appropriate and efficient outcomes
- Assist in development of new procedure and workflows
- Develop deep understanding of cover available under policies and relevant claims processes for medical and P&C policies
- Handle/manage complaints up to DHA / HAAD level
- Bring to notice special policy matters to attention of management
Sales Advisor
MetLife, UAE
Dubai
01.2011 - 01.2013
- A leading life insurance company head quarter in USA
- Specialization : Sales and Customer Care
- Role : Sales
- Industry : Insurance
Business Development Manager
Eureka- The English learning center
01.2008 - 01.2010
- Specialization: Marketing/Business Development Role: Business Development
- Industry: Education
- A leading and one of the fastest growing English learning center in Pakistan
- It's a K.M Educational Services company which has brands like Aptech computer education and Arena multimedia in Pakistan
- Responsible for meeting budgetary and sales targets through motivating and developing staff, consistently achieving and surpassing Key Performance Indicators
- Reporting to the Operations Manager with responsibility for operational and people (110) management within 5 campuses
- Controlling management accounts with attention to essential criteria for net profit, including sales, shrinkage, cash control and campus expenditure
- Monitoring and controlling campuses compliance in all areas, including customer care, effective planning, staff training and development, organization and time management
- Supporting management and staff to help create their own successful and productive team and become effective team leaders
- Maximizing every sales opportunity by promoting the highest standards of customer care and recognizing potential development and training opportunities
- Reviewing and evaluating weekly achievement and producing an end of week spreadsheet
Sales and Health care advisor (Senior Executive, Sales Executive
Lifecare International
Dubai
01.2003 - 01.2008
- Specialization : Sales - Individual and Corporate, Industry : Insurance
- A leading and one of the oldest insurance brokerage house in the UAE
- They are also the sole advisors for BUPA International, market leader around the world in health insurance sector based in Brighton, United Kingdom
- Responsible for meeting monthly sales targets along with the team of ten other professionals from different nationalities
- Also provides after sales support via phone, emails and live chats
- Responsible to make cold calls to the target and possible clientele of different nationalities, especially European and Arab people
- Develop new business through arranging community networking, seminars and short training sessions time by time
- Speaks 10 to 20 corporate directors and executives a day over the phone to arrange one to one meetings with them and make them satisfied that it's a right decision to make and by following all the guidelines as per the requirements of ISO-9001
Education
BBA - Business Administration-Retailing
Jaipur National University
Dubai09.2016
Skills
Computer literate: Good knowledge of Gold Mine, (A well-known business contact manager) Word, Excel, Power Point as well as e-mail and surfing internet
Fluently can read, write and speak in Urdu, Sindhi, Punjabi, Memoni and practical knowledge of English (Reading, writing and speaking) A little bit know how of Arabic as well
Obtained certificate in General Insurance Claims Principles and Handling prepare and held at CII test center, certificate in Successful Telephone Sales, Public Relations and Skill Development including English language and accent balance plus voice control and body language via different corporate seminars and events in Dubai, conducted by a professionals from United Kingdom, USA and South Africa
Having a valid LTV license for the UAE
- Problem-solving
- Communication skills
- Leadership
- Team building
- Customer-focused
Certification
Obtained certificate in General Insurance Claims Principles and Handling prepare and held at CII test center, certificate in Successful Telephone Sales, Public Relations and Skill Development including English language and accent balance plus voice control and body language via different corporate seminars and events in Dubai, conducted by a professionals from United Kingdom, USA and South Africa
Languages
English
Fluent
Hindi
Fluent
Urdu
Native
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Team Leader-Health and P&C Claims
Pacific Prime
01.2014 - Current
Sales Advisor
MetLife, UAE
01.2011 - 01.2013
Business Development Manager
Eureka- The English learning center
01.2008 - 01.2010
Sales and Health care advisor (Senior Executive, Sales Executive
Lifecare International
01.2003 - 01.2008
BBA - Business Administration-Retailing
Jaipur National University
Obtained certificate in General Insurance Claims Principles and Handling prepare and held at CII test center, certificate in Successful Telephone Sales, Public Relations and Skill Development including English language and accent balance plus voice control and body language via different corporate seminars and events in Dubai, conducted by a professionals from United Kingdom, USA and South Africa
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