Hosameldin Al Magzoub

• Evaluates and processes claims in accordance with insurance policy terms and conditions, company policies and procedures, according to productivity and quality standards.
• Ensures that targets are met for department turnaround time, quality, and productivity.
• Identify and report back any type of claims, observations, or issues that may affect the process.
• Collect and analyze claims data to identify and resolve errors, delayed claims, and processing issues. Providing recommendations to take steps to improve the claims processing quality standards, and productivity.
• Analyze reports from the administrative software for provider and member utilization trends, and identification of areas requiring further management.
• Support the manager in the implementation of quality assurance programs in order to maintain standards of quality, and minimize fraudulent cases.
• Maintain confidentiality with regard to the information being processed, stored, or accessed.
• Provide a positive customer experience for clients when they call to discuss their claims or when they need assistance.
• Manage the claims reimbursement process, from receiving the claim documents, checking the completeness of the documents, submitting the documents to the finance department, and then informing the clients of the outcome of their claim submission.
• Answer general claims inquiries with the ability to resolve any complaints, or escalate to management where necessary.
• Contribute to the constant, data-driven evolution of products, services, and solutions.
• Provide an exceptional customer experience to customers, both individuals and corporations.
• Handle any complaints associated with a motor claim.
• Answer general claims inquiries with the ability to resolve any complaints, or escalate to management where necessary.
• Adhere to legal requirements, industry regulations, and customer quality standards set by the company.
• Liaise with solicitors, as well as other legal and claims professionals, and negotiate the terms of a claim.

• Answering customer inquiries over the phone and email, handling calls and queries as per assigned targets.
• Provide a positive customer experience for clients when they call to discuss their claims or when they need assistance.
• Provide information on all QIC products to existing and potential clients.
• Resolve customer complaints, either directly or conjointly with the other concerned departments.
• Evaluates and processes claims in accordance with insurance policy terms and conditions, company policies, and procedures according to productivity and quality standards.
• Ensures that targets are met for department turnaround time, quality, and productivity.
• Identify and report back any type of claims, observations, or issues that may affect the process.
• Answer general claims inquiries with the ability to resolve any complaints, or escalate to management where necessary.
• Collect accurate information and documents to proceed with a claim.
• Maintain confidentiality regarding the information being processed, stored, or accessed.
• Manage the claims reimbursement process, from receiving the claim documents, checking the completeness of the documents, submitting the documents to the insurance company, and then informing the clients as to the outcome of their claim submission.
• Guide policyholders on how to proceed with the claim, and explain when their claim is not covered.
• Get advice from external specialists, such as loss adjusters, and forensic accountants, on complex cases.
• Ensure the customer is treated fairly, and that the customer receives excellent service in accordance with industry and company guidelines.
• Handle any complaints associated with a claim, and manage all administrative aspects of the claim.
• Adhere to legal requirements, industry regulations, and customer quality standards set by the company.
• Assist motor surveyors in processing claims, translating reports, and legal documents.
• Update and coordinate between the customer and the workshop/agency for the LPO status.
• Inform the customer in detail about cash loss, total loss, and the rent-a-car process, and help with choosing the best solution.
• Meet customers face-to-face if required, to make them understand the claims process and guide them in any legal consultation.

• Identify and assess customers' needs to achieve satisfaction.
• Follow communication procedures, guidelines, and policies.
• Excellent communication and presentation skills.
• build sustainable relationships and trust with customers.

- Customer Service Professional:

• Handled a broad range of customer interactions, namely inquiries, complaints via telephone, e-mail, or chat for the dnata outsource Contact Centre business. And provided excellent customer service to the client, with the aim of further strengthening and growing the outsourcing business.
• Achieved individual KPIs to ensure agreed service levels are met, surpassed call quality targets on a bi-weekly and monthly basis, to ensure high levels of customer service are achieved and maintained.
• Surpassed call quality targets on a biweekly and monthly basis to ensure high levels of customer service are achieved and maintained.

- Social Media:

• Attended to customer inquiries about application status, complaints, and other inquiries through chats and emails on social media (Facebook and Twitter).
• Processing and returning Emirates ID applications for modification purposes.
• Solve customer issues about pending applications by using all available facilities, and coordinating with the Emirates ID representatives and supervisors.
• Filing cases and reporting them to the concerned departments within the ICA for immediate action.

• Handle customers' airline bookings and hotel reservations, issuing tickets, processing refunds, voiding reservations, following up with different airlines, going through different airlines' fare rules, and following up with hotels and their policies.
• Resolve a variety of issues and complaints (such as no-show, Umrah flight restrictions, modifications, and cancellations). Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, choosing and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure proper resolution.
• Prepare product or service quotations for airline tickets or hotel reservations by collecting and analyzing customer information and requirements.
• Contribute to team effort by accomplishing related tasks, as needed.
• Manage large amounts of incoming chats.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication best practices, guidelines, and policies.

• Handle inbound calls from passengers and agents for reservations, revalidations, baggage queries, re-booking, staff listing, and general queries.
• Complete flight booking forms, prepare change of details, and issue flight ticket orders using Amadeus and the in-house system.
• Contact customers, potential customers, and travel agents making inquiries regarding the services and products that Tajawal offers.
• Resolve ticketing amount complaints by performing activities such as refunding money and performing netting, by seeking the approval of the team leader where applicable.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to ensure that appropriate changes are made to resolve customers' problems.
• Met monthly (revenue, calls, and quality) targets to reach the maximum level of productivity.

• Handle and respond to customer requests about reservations, cancellations, re-booking or any customer service queries for fly Dubai related products and services keeping in mind various service levels on quality, lost call rate, average handeling time, and productivity.
• Maintain knowledge of products, promotions, procedures and other important issues through management communications, meetings customer focus groups and formal training.
• Offer additional services including up sell and cross-sell of optional extras and ancillary products as indicated by business.
• Processed the established daily metric, while maintaining an average talk time consistent with current business needs.

• Airport meet and greet for patients and their co patients
• Booking air tickets & hotel stays for all foreigners coming to India, and arrange for sight-seeing tours when convenient.
• Acting as a Translator for patients who need to have this service from Arabic to Englsih and vice versa.
• Coordinate and scheduling of appointments with physicians and with medical diagnostic departments such as X-ray, Laboratory ..etc.