MOHAMED LABIB
Dubai
Summary
Experienced customer relations consultant with over 15 years of expertise in medical insurance, pharmaceutical sales, and healthcare. Skilled in resolving complex customer complaints, driving business development, and leading process improvements. Adept at problem-solving, sales excellence, and team collaboration. Holds a bachelor’s degree in pharmacy and consistently delivers exceptional customer satisfaction, fostering long-term client loyalty
Overview
17
17
years of professional experience
Work History
Customer Relations Consultant
Bupa Global
04.2023 - Current
- Manage escalated customer complaints and regulatory cases with end-to-end ownership of resolution processes
- Collaborate with underwriting, sales, claims, approvals, and billing teams to ensure seamless resolution
- Handle sensitive cases with confidentiality while maintaining adherence to company guidelines
Customer Relations Specialist
Bupa Global
10.2020 - 03.2023
- Investigated and resolved customer complaints, ensuring fair outcomes aligned with policy terms and guidelines
- Provided clear communication to customers on company policies, reducing repeated complaints by20%
- Analyzed customer feedback and identified improvement areas, contributing to enhanced processes
Service Advisor
Bupa Global
05.2019 - 09.2020
- Addressed inquiries related to approvals, claims, billing, and policies via phone and email
- Built positive customer relationships, improving satisfaction scores
Business Development Specialist
Experts Eye Center
04.2017 - 04.2019
- Created new business channels and secured new contracts with governmental and private sector entities as well as insurance companies, boosting patient inflow by 25%
- Strengthened partnerships with charity organizations to expand service reach
- Initiated strategies to attract prominent ophthalmologists to the center
Account Manager
Alcon
08.2010 - 12.2016
- Managed a portfolio of accounts within assigned territories, achieving a minimum of110% of sales targets consistently
- Conducted competitor analysis and adapted sales strategies to capitalize on market opportunities
- Established strong relationships with clients, ensuring retention and growth of accounts
Medical Representative
Multipharma
11.2007 - 07.2010
- Promoted my company products in my assigned territory
- Built relationship with ophthalmologists in hospitals and private clinics
- Sales follow up with the distributor
- Increasing sales and identifying potential opportunities
Education
Bachelor of Pharmacy - undefined
Ain Shams University
Cairo06.2007
Skills
1 Customer Relationship Management
2 Complaint Resolution and Handling
3 Business Development
4 Process Improvement and Optimization
5 Sales Strategy and Execution
6 Problem-Solving and Decision-Making
7 Team Collaboration and Leadership
8 Client Retention and Loyalty Building
LNGG
English - Proficient
Arabic - Native
Accomplishments
- Bupa Global - 2024: The most productive team member in UAE.
- Bupa Global - 2024: The most productive complaints handler across global teams.
- Bupa Global - 2022: Excellence in quality.
- Bupa Global - 2020: The most customer centric service advisor.
- Alcon - 2015: Best achiever (Azarga).
- Alcon - 2014: Best achiever (Systane Ultra and Duotrav).
- Alcon - 2012: Best achiever (Systane Ultra).
Hobbies
- Padel Tennis
- Ping pong
- Reading
Timeline
Customer Relations Consultant
Bupa Global
04.2023 - Current
Customer Relations Specialist
Bupa Global
10.2020 - 03.2023
Service Advisor
Bupa Global
05.2019 - 09.2020
Business Development Specialist
Experts Eye Center
04.2017 - 04.2019
Account Manager
Alcon
08.2010 - 12.2016
Medical Representative
Multipharma
11.2007 - 07.2010
Bachelor of Pharmacy - undefined
Ain Shams University
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