Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Salman Qurbani

Salman Qurbani

Dubai,United Arab Emirates

Summary

Experienced Customer Care professional with over 10+ years of applying exceptional customer service, conflict mediation, and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with an adaptable and resourceful mindset.

Overview

15
15
years of professional experience
3
3
years of post-secondary education

Work history

Relationship Officer

Emirates NBD Global Services
Dubai
12.2023 - Current
  • Managing customer escalations and trackers on a daily
    basis to ensure swift and satisfactory resolutions.
  • Adhering strictly to bank policies whilst dealing with customers, maintaining professional integrity at all times.
  • Addressed potential problems proactively by closely monitoring customer accounts.
  • Improved customer relationships by addressing their queries and concerns promptly.
  • Conducted regular follow-ups to ensure customer satisfaction levels remained optimal.
  • Updated customers on service issues and maintained satisfaction through continued communication.
  • Communicated customer feedback to leadership teams and identified improvement possibilities.
  • Handled Liv Social Media escalations and complaints as a part of the core team.
  • Achieved "Rookie of the month" in March 2024 and received "Certificate of Appreciation" in H1,2024.
  • Achieved recognition for my performance in Social Media Team in Q1, 2025.

Senior Customer Service Representative

Deliveroo
Dubai
10.2020 - 09.2023
  • Successfully delivering exceptional customer service in a fast-
    paced environment, efficiently managing a high volume of
    orders placed daily via Deliveroo until completion.
    seamless order processing and timely deliveries.
  • Proactively engaging with riders and restaurants to ensure
    Investigating and resolving customer complaints and
    inquiries received through Zen desk tickets, email, and
    telephone channels.
  • Providing valuable feedback to relevant departments,
    contributing to continuous improvements in the overall
    customer experience.
  • Collaborating with the Managers to enhance Customer
    Satisfaction (CSAT) scores and improve customer
    retention.
  • Demonstrated a history of surpassing targets and
    achieving performance-driven Key Performance
    Indicators (KPIs).


Claim Analyst

Zulekha Hospitals
Dubai
05.2016 - 04.2020
  • Demonstrated expertise in claim resolution and end-to-end claims administration, ensuring prompt claim settlement and accurate documentation adhering to specified timelines.
  • Facilitated communication between insurance companies and the organization, effectively recovering settlement amounts.
  • Possessed in-depth domain knowledge in finance receivables and recovery, while also being proficient in generating industry-related management reports.
  • Managed the reconciliation and supervision of accounts
    receivable, and insurance payment collections, and analysed the claims billing process, recommending enhancements to
    optimize overall operational efficiency.

Senior Customer Service Representative

Automatic Data Processing
Hyderabad
01.2014 - 01.2016
  • Addressed participant inquiries, complaints, billing inquiries, and requests for payment extensions or services.
  • Demonstrated effective communication skills in calming upset callers, rebuilding trust, and identifying suitable resources to resolve issues. Initiated contact with participants to provide responses to their inquiries and inform them about the results of claim investigations and any forthcoming adjustments.
  • Successfully resolved service and billing complaints by taking appropriate actions, such as issuing refunds and making billing adjustments.
  • Assisted in the onboarding process by providing coaching and support to new hires.

Senior Executive Operations

Hinduja Global Solutions HGS
Hyderabad
10.2012 - 01.2014
  • Understanding end-to-end claim resolution process using the CMS (Claims Management System).
  • Check for adherence to billing guidelines that are set by various insurance to ensure payment without delay.
  • Provide appeals to various insurance companies in order to reverse the denials.

Associate 3

Deloitte Consulting India
Hyderabad
01.2011 - 10.2012
  • Receiving claims and invoices from network providers, and ascertaining their compliance with acceptance standards.
  • Validating, closing, and issuing claims summary reports.
  • Assisted in training new team members and integrating them into the team in co-ordination with supervisors and trainers.

Education

Bachelor of Commerce (B.Com) -

Osmania University
06.2007 - 04.2010

Skills

  • Customer Service
  • Problem Resolution
  • Operations
  • Data Analysis
  • Business Analysis
  • CRM
  • Empathy and understanding
  • Multitasking capability
  • Customer Service Oriented
  • Documentation
  • Team Player

Custom

  • Ayah Atef, Assistant Call center manager, ENBD, ayah.a.wahdan@gmail.com, +971508767087, Dubai, Dubai, United Arab Emirates
  • Muhammed Kashif, Customer Care Operations Manager, Deliveroo, muhammad.kashif@deliveroo.com, +971543436999, Dubai, Dubai, United Arab Emirates

Timeline

Relationship Officer

Emirates NBD Global Services
12.2023 - Current

Senior Customer Service Representative

Deliveroo
10.2020 - 09.2023

Claim Analyst

Zulekha Hospitals
05.2016 - 04.2020

Senior Customer Service Representative

Automatic Data Processing
01.2014 - 01.2016

Senior Executive Operations

Hinduja Global Solutions HGS
10.2012 - 01.2014

Associate 3

Deloitte Consulting India
01.2011 - 10.2012

Bachelor of Commerce (B.Com) -

Osmania University
06.2007 - 04.2010

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