Yousef Abdullah

Experience

• 

  NWC

  Jul 2017 - Sept 2017

  Summer Trainee
• 

  Bupa Arabia

  Nov 2017 - now

  - Manage day to day operation and allocation of the tasks for the VIP unit team members. - lead the process to assure accurate log of transactions for productivity reports. - Manage and monitor production to maintain unit efficiency. - Drive efficiency model to maximize the unit productivity. - Manage the shifts coverage, work load and the resource distribution within the team. - Responsible to train all the VIP unit members on all the new products and ensure 100% understanding and implementation. - Ensure adherence to departmental policies, procedures, and practices. - Manage the quality parameters set for the VIP unit. - Develop job aids to clarify/simplify processing procedures. - Recommend and implement new or improved systems to enhance or expedite work. - Work cross functionally with other business units. Show less - Partner with senior manager to ensure quality customer service and supervise a team with diverse talents and responsibilities.- Meet regularly with management to report and plan strategic plans for team objectives.- Track performance and conduct employee reviews.- Update tracking of customer complaints, resolution, and send regular reports.- Track the progress of weekly, monthly, quarterly and annual objectives.- Distribute the task in daily basis and make sure that team finalized in agreed time. Show less - Manage claim requests, notification and preauthorization questions via phone and email from members and providers within given deadlines and service objectives.- Handles calls and emails regard emergency referral cases from member or provider. - Act as point of contact between member and other department such as ( membership, claims, finance, preauthorization and seals ).- Handles calls and emails for complains received from member and solve the issue.- Supports the call center staff in order to meet customer service Key Performance Indicators. Show less

  • Manager - VIP unit

    Jan 2023 - now

  • Assistant Manager

    Jun 2022 - now

  • Sr. Officer VIP unit

    Jan 2019 - Jun 2022

  • Sr. Customer Service Representative

    Nov 2017 - Jan 2019