Marwan Emam

Experience

• 

  Fayek Pharmacies - صيدليات فايق

  Jul 2016 - Dec 2016

  Pharmacist
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  Maadi Military Hospital

  Nov 2019 - Dec 2020

  Clinical Pharmacist
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  MedShield Medical Solutions

  Dec 2020 - Apr 2021

  Account Executive
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  GlobeMed Egypt

  May 2021 - Dec 2022

  - Visualized high-cost claims, provider performance, and benefit usage patterns, enabling stakeholders to benchmark data and track progress. Implemented interactive filters and customizable views for granular analysis and tailored reporting.- Delivered actionable insights that enhanced transparency, optimized resource allocation, and supported data-driven decision-making for improved cost and utilization management.- Analyzed utilization data, resulting in a 15% increase in operational efficiency.- Led awareness sessions, enhancing the insured beneficiaries' experience.- Provided maximum service to insured beneficiaries, contributing to a 30% increase in customer retention.- Developed training sessions for new account managers, achieving a 40% reduction in onboarding time.- Investigated fraud cases and trends, maintaining a 95% accuracy rate.- Managed the VIP portfolio, delivering exceptional support to insured beneficiaries. Show less 1- Manage customer relationships and remain in frequent contact with clients to understand theirneeds.2- Provide professional after-sales support.3- Introduce and coordinate the after sales services visits.4- Respond to complaints and resolve issues aiming to customer contentment and satisfaction.5- Building long-lasting, mutually beneficial relationships with external contacts and internaldepartments to create a better customer experience, to assure that all terms and conditions ofthe contractual agreement are well coordinated.6- Maintaining a database of contact information.7- Ensure that sales materials (Pamphlets, Brochures etc) are effectively used and distributed tobrokers and/or other potential clients. Show less

  • Senior Account Manager

    Feb 2022 - Dec 2022

  • Account Manager

    May 2021 - Feb 2022
• 

  Bupa Global

  Jan 2023 - Feb 2025

  Customer Service Consultant

  - Reviewed callback data to spot patterns, like recurring complaints about product exclusions, and recommended solutions.- Kept track of key metrics like average handling time and first-call resolution, offering ideas to boost performance.- Worked closely with claims and underwriting teams to address common queries about exclusions and improve the customer experience.- Suggested better ways to communicate exclusions to customers, cutting down on repeated calls and confusion.- Analyzed members’ feedbacks to understand what drives dissatisfaction and helped create clearer, more transparent policies.- Used tools like Power BI to build dashboards that made it easy to see how we were doing in real time.- Shared findings with managers in a simple, visual way, making it clear why changes like better training were needed.- Investigated and resolved billing inquiries, enhancing customer satisfaction.- Coordinated with service partners for medical treatment appointments, providing seamless support for members seeking treatment internationally.- Handled members' complaints, resulting in a high improvement in resolution time and customer retention. Show less

• 

  Deloitte

  Feb 2025 - now

  Senior Data & Analytics Engineer