Travelling
MAI RAOUF FATHY
Retail Collection Assistant Manager
Mostafa El-Nahas -Nasr City,Cairo
Summary
Results-driven professional with over 15 years of experience in the insurance industry, with extensive expertise in collections and customer service, leading Life, Health, Motor and P&C collections, improving collection performance, enhancing customer satisfaction, and optimizing operational processes.
Strong background in developing customer-focused strategies, resolving complex issues, and ensuring compliance with company policies and industry standards.
Recognized for excellent leadership, communication, and problem-solving skills, with a proven ability to drive results, motivate teams, and achieve business objectives. Seeking to leverage my experience and leadership capabilities.
Overview
13
13
Certifications
23
23
years of professional experience
Work History
Retail Collection Assistant Manager - AXA
AXA
Egypt, Cairo
01.2017 - 01.2024
- Ensure achievement of the overall agreed targets for all retail line of businesses (Life– Health –P&C).
- Managed collection platforms to ensure alignment with agreed processes and workflows.
- Managed daily collections processes, ensuring timely follow-ups on outstanding accounts.
- Streamlined collection procedures, improving overall workflow and reducing processing time.
- Analyzed delinquent accounts to identify trends and recommend targeted collection strategies.
- Exceeded monthly goals for recovered revenue, showcasing dedication and effectiveness in collections efforts.
- Collaborated with the collections team to develop innovative approaches to debt recovery, enhancing overall performance.
- Led initiatives to enhance client communication, resulting in improved customer satisfaction scores.
- Increased customer satisfaction by providing timely and effective resolution of billing disputes.
- Collaborated with cross-functional teams to resolve payment discrepancies efficiently.
- Supporting the Collection Manager in strategic planning, improvements and implementation tasks.
- Auditing the administration outputs for supervisors on a regular basis.
- Providing leadership and direction.
- Implement workflow enhancements to improve productivity and efficiency
- Assist in training new hires, monitoring employee performance and recommending promotions
- Ensuring company policies are followed.
Billing and Collection Supervisor - CIL
CIL – Commercial International Life insur
Egypt, Cairo
01.2009 - 01.2017
- Led team to achieve operational objectives in service TAT and quality KPIs.
- Monitoring day to day activities for all team members.
- Supported team members in resolving challenges and barriers in daily tasks.
- Delegating tasks and setting deadlines.
- Suggest and organize team building activity.
- Conducting 1:1 meeting.
- Prepare calls scripts
- Delegated tasks to enhance organization and improve office efficiency.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
Customer Service Representative - New Horizons
New Horizons Computer Learning Centers – KSA
Saudi Arabia , Jeddah
01.2003 - 01.2026
- Provided fast and friendly customer support over the phone and physically on center to 100+ customers daily.
- Built and maintained rapport with customers to become a trusted advisor.
- Identified and presented cross-sell opportunities to enhance customer experience
- Coordinated special customer service initiatives with sales and production teams to ensure customer satisfaction
Education
Computer Science
Cairo Academy
Cairo01-2004
Skills
Arabic (native)
English (very good)
MS Office
Collections management
Customer service operations
Performance evaluation
Team supervision
Staff training
Workflow management
Certification
International Computer Driving License - ICDL
Interests
Reading
Sports
Timeline
Retail Collection Assistant Manager - AXA
AXA
01.2017 - 01.2024
Billing and Collection Supervisor - CIL
CIL – Commercial International Life insur
01.2009 - 01.2017
Customer Service Representative - New Horizons
New Horizons Computer Learning Centers – KSA
01.2003 - 01.2026
Computer Science
Cairo Academy