Khaled Farid
Customer Service Consultant
New Cairo
Summary
Professional in customer relations and service delivery, offering solid background in addressing client needs and enhancing service experiences. Proven ability to collaborate effectively with team members to achieve results and adapt to evolving situations. Skilled in conflict resolution and customer engagement.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Consultant
Bupa Global
11.2023 - Current
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Act as the main point of contact for CS and medical queries for the broker, the members, or/and group secretaries.
- Handle inbound and outbound calls for members, brokers, groups and medical providers.
- Handle pre-authorization requests, claims queries, claim logging and billing queries received by call/email.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Contact: Assem Gouda - 01009944885
International Health Customer Care Senior Officer
AXA Egypt
02.2023 - 10.2023
- Depute team leader in day-to-day work and follow up on tasks with the team.
- Supervise team members during day-to-day work and productivity.
- Responsible for calls and ticketing system quality.
- Attend meetings with global members when requested.
- Handle member’s escalated inquiries through conference calls or meetings.
- Perform all other duties as assigned by my supervisor.
- Implemented innovative process improvements that enhanced productivity and reduced operational costs.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Contact: Yara Abdelsamad - 01211003413 / Ahmed Abou Zeid 01223334505
International Health Customer Care Officer
AXA Egypt
02.2020 - 02.2023
- Work as a part of a team to provide 24/7 support to international members and handle all types of inquiries of members.
- Review and process new applications.
- Approve inpatient and outpatient services locally and globally.
- Prepare and dispense Chronic Medication.
- Issue Offers for potential new businesses and review documents before issuance.
- Handle Retail Policy Renewals.
- Prepare and conduct onboarding presentations regarding the global product for new joiners & Prepare training materials for new team members and train them accordingly.
- Respond to inquiries and requests from clients, managers, and internal departments.
- Participate in all departmental meetings.
- Conducting Outbound calls " Courtesy calls, inpatient follow up call, Welcome calls and UND follow up calls".
- Responsible for launching new ticketing system according to the team
- Perform all other duties as assigned by my Senior and team leader.
- Contact: Yara Abdelsamad - 01211003413
Pharmacist
Farouk Pharmacies
11.2019 - 01.2020
- Receiving and filling Prescriptions.
- Listening to patients' reports of symptoms and provide suggestions for over-the-counter medications.
- Accurately measuring, preparing, and distributing proper medications to the patients that need them.
- Contact: Mohamed Farouk - 01146033032
Education
Bachelor - Pharmaceutical Sciences and Pharmaceutical industries
Future University In Egypt
New Cairo06-2019
IGCSE Certificate -
Egypt British International School (EBIS)
New Cairo 04.2001 -
Skills
Communication Skills
Quick Learner
Time Management
Problem Solving
Critical thinking
Active listening
Timeline
Customer Service Consultant
Bupa Global
11.2023 - Current
International Health Customer Care Senior Officer
AXA Egypt
02.2023 - 10.2023
International Health Customer Care Officer
AXA Egypt
02.2020 - 02.2023
Pharmacist
Farouk Pharmacies
11.2019 - 01.2020
IGCSE Certificate -
Egypt British International School (EBIS)
04.2001 -
Bachelor - Pharmaceutical Sciences and Pharmaceutical industries
Future University In Egypt
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