Hadeel Abubaker

• Customize insurance programs to suit individual clients.

• Handle policy sales and renewals.

• Assist clients with the insurance claims process.

• Delivering exceptional customer service, and generating detailed sales reports.

• Proficient in communication, teamwork, and time management.

• Enhanced client relationships by providing excellent customer service.

• Customize insurance programs to suit individual policy sales and renewals.
• Assist clients with the insurance claims process.
• Delivering exceptional customer service, and generating detailed reports.

• Reviewing and assessing claims, authenticating the information received, reviewing all medical records and documentations, ensuring that there is no omitted information, maintaining a thorough records of claims, entering claims into database using the necessary software, reading and assessing medical reports, in addition to coding and filing manual approvals.
• Provide the highest level of customer service, striving for the first contact resolution while receiving calls, emails from client, payer, provider or regulator.

• Verify the coverage of any requested treatment and accurately assess eligibility within regulator's guidelines as well as policy boundaries.
• Coordinate with member satisfaction within the defined products and services.

• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Handled high-volume inbound and outbound calls, assisting customers with inquiries related to RTA services such as Nol cards, Salik, parking, licensing, fines, and public transportation schedules.
• Provided accurate information and resolutions regarding metro, tram, bus services, and taxi booking via RTA’s integrated transport system.
• Guided customers through RTA's digital services platforms including the RTA app and website.
• Assisted with account-related issues such as Nol card balance inquiries, Salik recharge, and license renewal processes.
• Logged all customer interactions in the CRM system and ensured timely follow-up and closure of tickets.
• Handled customer complaints professionally and escalated unresolved issues to the concerned departments.
• Achieved and maintained high call quality and customer satisfaction scores in accordance with RTA’s service excellence standards.