Former Customer Service Supervisor At Deraya Insurance Brokerage
Cairo,Cairo
Overview
15
15
years of professional experience
4
4
Languages
Work History
Customer Service Supervisor
Deraya Insurance Brokerage
01.2023 - 02.2025
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved. (94% of total resolved cases)
Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Senior Account Manager
Deraya Insurance Brokerage
06.2021 - 12.2022
Increased revenue for the company through strategic upselling and cross-selling initiatives.
Mentored junior account managers, fostering their professional growth and skills development within the company.
Developed deep knowledge of customer businesses and relationship to company objectives.
Boosted client satisfaction by effectively managing and resolving account issues.
Account Manager
Deraya Insurance Brokerage
12.2017 - 06.2021
Increased client satisfaction by building strong relationships and addressing their needs promptly.
More than 90% resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Maintained high client retention rate by providing exceptional customer service and anticipating client needs. Retention Rate: 92%
Collaborated with sales team to identify potential upsell opportunities and expand client base.