Gehad kondos
Senior Account Executive - Medical Insurance
Summary
Dynamic Senior Client Relations Specialist offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Senior Client Relations Specialist
Cigna
Dubai
11.2017 - Current
- Initiated the broker service team and set-up the processes, plan to deliver excellent service to the brokers
- Promote solutions, highlight the risk in the non-standard new business opportunities
- Representing the brokers internally as part of internal operation continues improvement initiative
- Arranging lunch and learn sessions with the key brokers on semiannual approach
- Managing the brokers relationship with Cigna on operational scale to manage the challenges, educate the broker and enhance the overall experience and unify the broker, Cigna efforts to serve the client benefits
- Develop and maintain the relationship between the internal teams, the brokers and partners
- Highlight the gaps and the development areas to relevant teams and work side by side to develop the level of services
- Find the possible solutions and resolve conflicts for the major complaint
- Connecting and socializing with new channels with different teams/TPA’s which helped our team and customer service team to achieve maximum efficient and prompt results
- Support the compliance team to collect the missing contact details for card-less project or documents for compliance purposes
- Support the customer service team, claims and compliance by educating the broker the processes and resolve the complicated issues
- Help to Connect the internal teams to align the process, understanding further and to deliver one approach
- Gather and analysis the common issues then report, escalate the summary accordingly along with the suggested, possible solutions
- Built a solid, trustable relationship with the brokers whereby, I’m the first point of escalation for them always
- Meeting the brokers on monthly basis to manage the relation and grow collaboration further
- Prepared presentation for broker service team visits and presented it in several occasions
Client services representative
Aetna
Dubai
07.2015 - 11.2017
- Client first point of contact
- Administering account of 21,000+ lives (MOFA) with an average TAT of two hours
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Opens and maintains customer policies by recording and updating policy changes
- Report monthly financial position to the CFO
- Recommends potential products or services/solutions to management by collecting customer information and analyzing customer needs
- Prepares product or service reports by collecting and analyzing customer information
- Contributes to team effort by accomplishing related results as needed
- Undertaking Invoices / reconciliations
- Preparing reports for different departments and workflows which extend our level of service
- Negotiating business terms with clients, TPA’s and providers, partners and associated organizations and obtain the TPA’s requirements from the client
- Preparing various reports and validate the claims reconciliation
- Collecting DHA details then validate it using DHA format as per the regulator regulations
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments after taken necessary actions
- Ensure that our TPA’s, Teams and partners following the agreed TAT’s
- Visit the client office to maintain our relationship and translate their view, feedback to the account management team
- Applying HAAD and DHA regulations and issue penalties, fees if required
- Setting up policies, creating categories and setup the benefits in a breaking record timing
- Applying the compliance and sanction regulations
- Preparing HAAD reports
- Reconciling the client accounts and align, filter the data
Client services representative
Interglobal, Aetna Company
12.2014 - 07.2015
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Accountant
Al Seedawi Lebanese & Emirates Factory Co
Ajman
06.2013 - 11.2014
- Prepare, examine, and analyze accounting records, financial statements, and other financial reports to assess accuracy, completeness, and conformance to reporting and procedural standards
- Ensuring compliance with payments
- Analyze business operations, trends, costs, revenues, financial commitments, and obligations, to project future revenues and expenses or to provide advice/solutions
- Establish tables of accounts, and assign entries to proper accounts
- Develop, maintain, and analyze budgets, preparing periodic reports that compare budgeted costs to actual costs
- Petty cash
- Journal
- Voucher/product cost
- Preparing reports, budgets and financial statements
- Leave application/ Employee benefits statement
- Controlling income and expenditure, sales /store movement
- Undertaking financial administration, Invoices / reconciliations
- Maintains financial accounts by processing customer adjustments
- Contributes to team effort by accomplishing related results as needed
- Banks reconciliation
Customer Service cum Accountant
Gulf Internationals Industries Co
06.2012 - 06.2013
- Maintained energy and enthusiasm in fast-paced environment.
- Monitored company inventory to keep stock levels and databases updated.
- Increased customer satisfaction by resolving issues.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
BBA - Accounting
Ajman University
Ajman 09.2010 - 06.2014
Skills
Conflict management, Go to person skill, Resolve conflict, Accounting, Numerical Skills, Analytical, Customer Service, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Business English, Phone Skills, Analyzing Information , Multi-tasking, reporting, In-depth knowledge of Dubai and Abu Dhabi Health Authorities regulations, Excel (Vlookup), Reconciliations, Workflow
Project management skills
Critical thinking and decision-making skills Interpersonal, Marketing & Presentation skillsAbility to apply academic knowledge to real life situationsTeam player & Operational EfficiencyCustomer & Quality Service OrientationPerforming well under pressureFlexibility to perform various tasksVery enthusiastic and hardworkingAccount management
Recordkeeping strengths
Administrative support
Creative problem solving
Medical terminology knowledge
Timeline
Senior Client Relations Specialist
Cigna
11.2017 - Current
Client services representative
Aetna
07.2015 - 11.2017
Client services representative
Interglobal, Aetna Company
12.2014 - 07.2015
Accountant
Al Seedawi Lebanese & Emirates Factory Co
06.2013 - 11.2014
Customer Service cum Accountant
Gulf Internationals Industries Co
06.2012 - 06.2013
BBA - Accounting
Ajman University
09.2010 - 06.2014