Mervat Ramez Atwani
Abu Dhabi,UAE
Summary
Driven leader focused on operational excellence and continuous improvement. Adept in strategic planning and team development, leveraging communication and problem-solving skills to drive success. Capable of transforming operational processes to maximize efficiency and boost organizational growth.
Experienced Manager with over 24 years in Medical Insurance & Healthcare industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
27
27
years of professional experience
7
7
years of post-secondary education
Work history
Head of Operations- Employee Benefits
NASCO Emirates
Abu Dhabi, UAE
01.2024 - 09.2025
- Directed daily operations, ensuring smooth business continuity.
- Improved workflow efficiency for enhanced productivity.
- Maintained high standards of service by implementing quality control procedures.
- Prioritized client satisfaction through delivery of high-quality services.
- Elevated daily Service (Endorsement, Invoicing, Policy Placement & Claims) operations to consistently meet set KPIs and SLAs.
- Improved customer retention rate by identifying and addressing shortfalls.
- Organized Wellness Campaigns to Key Clients through well reputed medical providers.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Led diverse teams, promoting cooperative work environment.
- Fostered positive work environment with open communication channels and achieved team collaboration with regular staff meetings and feedback loops.
- Streamlined internal processes by implementing new operational strategies.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Drafted procedural statements and guidelines for company-wide use.
- Reported to GM on Services provided to Clients.
Senior Account Manager- Employee Benefits
NASCO Emirates
Abu Dhabi, UAE
04.2023 - 12.2023
- Handled escalated client concerns efficiently, mitigating potential damage to company-client relationship.
- Enhanced customer satisfaction through prompt resolution of complex issues.
- Delivered high-quality presentations to clients, showcasing company offerings effectively.
- Oversaw strategic client relationships, strengthening company reputation.
- Negotiated favourable contract terms with key clients, ensuring long-term business growth.
- Maintained up-to-date knowledge of market trends with continuous research and analysis.
- Conducted regular reviews of competitor activities; maintained competitive edge in market.
- Took initiatives in organizing regular meetings with clients to discuss their requirements and concerns.
- Cultivated long-term relationships with clients to accurately quote pricing and terms to achieve customer objectives.
- Streamlined communication channels with internal team members, improving overall efficiency.
- Trained and mentored new account representatives to deliver outstanding service.
- Supported front-line sales teams with well-coordinated administrative operations.
Account Manager- Employee Benefits
NASCO Emirates
Abu Dhabi, UAE
03.2013 - 03.2023
- Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
- Established strong rapport with clients through regular communication to ensure loyalty and long-term commitment.
- Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
- Achieved client satisfaction by managing key accounts effectively.
- Implemented customer service policies and Analysed client feedback to highlight areas in need of improvement.
- Collaborated with sales team for achieving shared objectives.
- Facilitated training sessions to upskill junior team members.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Negotiated best-possible prices for maximized profit levels.
Project Manager
Munich Health Daman Holding - MHDH
Abu Dhabi, UAE
12.2010 - 03.2011
- Conducted research / development / implementation execution of strategic initiatives and projects both in UAE and internationally, relating to:
- New Business start up and market entry
- M&A
- Post merger integration
- Business model shift / development (e.g. Business organization re-engineering)
- Strategic alliances
- Business Development
- Initiated and conducted discussions with key decision makers (CEO and Board level) of potential business partners (be these private enterprises or government bodies) within mandate and in conjunction with Head of Strategy & Development.
- Prepared and delivered professional business cases to shareholders and senior managers.
- Actively coordinated and worked in project teams with other key employees both within UAE and internationally.
- Conducted market analysis/ research on demand.
Product Manager
National Health Insurance Company - Daman
Abu Dhabi, UAE
11.2008 - 11.2010
- Served as leader for cross functional team responsible for product development.
- Lead, coordinated, and supervised work towards goal of making product reality, launching it, operating it, and managing it through its life cycle.
- Served as department representative for internal and external clients.
- Managed product contracts and licensing.
- Evaluated risks and trade-offs.
- Identified customer's needs and desires.
- Trained Company's departments on products.
- Conducted induction sessions for clients.
- Proposed contingency plans and improve on existing processes and procedures.
- Supported Director in its overall accountability for management of Daman Products.
- Supported growth of Daman business by supporting development of new and continuously enhancement of existing health insurance product portfolio.
- Overall responsibility for all Product related issues within whole organization.
- Supported achievement of positive technical results through individual and group underwriting according to Company's underwriting guidelines.
- Reviewed constantly competitors' activity in terms of their products.
- Reported relevant information to management.
- Supported respective Director in defining strategy for department and annual goals of departments.
- Recruited and trained appropriate candidates for department.
- Analyzed data in order to recommend and implement specific actions to improve and further develop department.
- Provided expertise and support to other departments.
- Planned, executed and contributed to other projects.
- Contributed to development, implementation and continuously revision of policies & procedures for internal and external communication and cooperation.
- Ensured that internal communication requirements are being adhered to in timely and professional manner.
- Ensured that external communication towards clients and re-insurer(s) are being adhered to in timely and professional manner.
Customer Support Supervisor
National Health Insurance Company - Daman
Abu Dhabi, UAE
07.2006 - 11.2008
- Started as supervisor for Customer Support agents in head office where it served as service point for Basic plan including selling and service.
- Assisted in setup of branches' workflow.
- Acted as interface between HQ and Daman's branches, making sure that processes are aligned, quality is maintained, and staff is updated and trained.
- Handled Customer Support agents assigned to serve Key Clients. Previously, had 16 agents under supervision, who were placed in clients' premises.
- Developed and built good rapport with Key Clients.
- Drafted & implemented policies and procedures for Customer Support Unit.
- Engaged in forecasting and strategy development of department.
- Developed actionable plans to improve service levels.
- Planned and managed administration and personnel affairs including recruitment, orientation & training, performance evaluation, attendance, vacations.
- Provided coaching & mentoring in career development for staff.
- Responsible for satisfactory resolution of issues escalated by customers or employees.
- Actively participated in Claims Automation Project in Daman.
Patient Relation Officer
Sheikh Khalifa Medical City
Abu Dhabi, UAE
03.2001 - 06.2006
- Handling & resolving complaints.
- Ensuring that proper Turnaround times (TAT) are being adhered to during whole visit of patients. These included patients to be seen on time without delays, their needed documents were processed in timely manner and at same time their cases were being followed up.
- Conducting and assisting in Internal Quality checks and External Audits.
- Participating in surveys, analyzing findings, reporting, and proposing solutions to management to improve and furnish better services.
- Courses attended at SKMC:
- Material management.
- Customer Responsiveness.
- Positive Communication & Effective Listening.
- Dealing with Complaints & Difficult Situations.
- Effective Telephone Technique.
Lab Technologist
Medical Laboratory for Analysis - Tripoli, Lebanon
Tripoli, Lebanon
07.2000 - 12.2000
Internship
American University Hospital in Beirut
Beirut, Lebanon
01.1999 - 01.2000
- Internship in all sections of the Medical Laboratory of the American University Hospital in Beirut including night-shift and weekends.
Education
Masters of Business Administration - Business Administration
University of Southern Queensland
Australia 07.2005 - 05.2007
B.Sc. - Medical Laboratory Technology
American University of Beirut
Beirut, Lebanon 09.1997 - 05.2000
High School Degree -
Rawdah High School
Lebanon 09.1994 - 06.1997
Skills
- Strong personal initiative and drive with motivated and enthusiastic attitude to achieve set goals
- Maintain flexible open-minded approach
- Strong sense of loyalty and commitment to achieve objectives
- Ability to work under pressure
- Excellent communication and problem-solving skills
- Customer relationship management & Retention
- Operational Planning & excellence
Languages
Fluent: Arabic, English
Fair: Spanish
Courses and Conferences attended
- Project Management Course (PMP), AMIDEAST, Abu Dhabi, UAE, Oct.2008.
- MENA Corporate Social Responsibility Forum, Dubai, UAE, Nov.2008.
- The World Takaful Conference, Dubai, UAE, April 2009.
- Daman’s Regional Conference” Healthcare Management”, Abu Dhabi, UAE, May 2009.
- Reinsurance Course, EIBFS, Abu Dhabi, UAE, May 2009.
- Introduction to Insurance and Health Insurance , JWZ Solutions W.L.L., Abu Dhabi, UAE, Oct. 2009
- Performance Management Program, ABAMI, Abu Dhabi, UAE, Oct.2009.
References
References can be provided upon Request.
Special Interests & Activities
Traveling, Music, Reading, Aerobics & Fitness.
Scholarships and Awards
UNRWA scholarship for excellence in educational achievement., AUB scholarship.
Timeline
Head of Operations- Employee Benefits
NASCO Emirates
01.2024 - 09.2025
Senior Account Manager- Employee Benefits
NASCO Emirates
04.2023 - 12.2023
Account Manager- Employee Benefits
NASCO Emirates
03.2013 - 03.2023
Project Manager
Munich Health Daman Holding - MHDH
12.2010 - 03.2011
Product Manager
National Health Insurance Company - Daman
11.2008 - 11.2010
Customer Support Supervisor
National Health Insurance Company - Daman
07.2006 - 11.2008
Masters of Business Administration - Business Administration
University of Southern Queensland
07.2005 - 05.2007
Patient Relation Officer
Sheikh Khalifa Medical City
03.2001 - 06.2006
Lab Technologist
Medical Laboratory for Analysis - Tripoli, Lebanon
07.2000 - 12.2000
Internship
American University Hospital in Beirut
01.1999 - 01.2000
B.Sc. - Medical Laboratory Technology
American University of Beirut
09.1997 - 05.2000
High School Degree -
Rawdah High School
09.1994 - 06.1997