MOHAMMED's CV
MOHAMMED AWAD GABER ELNOUR
CUSTOMER SERVICE SPECIALIST | CLIENT RELATIONS & OPERATIONAL SUPPORT
Profile summary
Customer Service Specialist with 4 years of experience across 3 organizations in the UAE and GCC. Confident in ability to manage multi-channel support, quality assurance, and policy administration while maintaining strict SLA compliance. Committed to delivering accurate operational support and resolving complex customer escalations effectively. UAE Golden Visa holder available on a 30-day notice.
Career highlights
Policy Administration and Exception Resolution: Resolved 50+ complex exception cases and customer escalations monthly while processing 75 to 90 daily policy requests with a 98% SLA compliance rate.
Quality Assurance and Error Reduction: Audited over 1,000 monthly customer-facing transactions and improved service processing approval rates from 92% to 97% by reducing operational errors by 25%.
High-Volume Multi-Channel Support: Delivered multi-channel support maintaining a 95% Customer Satisfaction score and resolved 60+ daily service cases and shipments using internal CRM systems.
Patient Support and Appointment Scheduling: Handled 200+ daily inquiries and scheduled patient appointments across public healthcare facilities while resolving 30+ complex scheduling escalations daily.
Key skills
Professional experience
Coordinates daily insurance operations as a key liaison across Customer Support, Underwriting, and Operations, managing high volumes of administrative requests and complex exception cases within the Abu Dhabi market.
- Processes and validates 75 to 90 customer and policy requests daily, including enrolments, renewals, endorsements, and cancellations.
- Maintains a 98% SLA compliance rate while resolving 50+ complex exception cases and customer escalations monthly.
- Achieves a 99% data accuracy rate across member profiles and records through pre-issuance verification and CRM system updates.
- Ranked among the top 10% of operational performers for 6 consecutive months based on productivity, accuracy, and strict TAT performance.
Managed customer operations quality workflows in Abu Dhabi, overseeing transaction audits and service standards across frontline support teams. Directed compliance checks and workflow monitoring to maintain regulatory adherence and operational efficiency.
- Audited over 1,000 monthly customer-facing transactions to enforce service quality standards and regulatory compliance guidelines.
- Improved service processing approval rates from 92% to 97% and reduced operational errors by 25% through root cause analysis and quality feedback.
Handled customer service operations across phone, email, and in-person channels, ensuring accurate tracking of issues and complaints while coordinating internal CRM systems for daily service cases.
- Maintained a 95% Customer Satisfaction score across multiple communication channels.
- Resolved 60+ service cases and customer shipments daily through internal CRM platforms.
- Verified 50+ customer identification documents daily, achieving a 99% data accuracy rate.
Directed daily patient communications within healthcare operations, overseeing communication workflows across public healthcare facilities. Coordinated administrative procedures to support clinical staff and maintain booking accuracy.
- Handled and resolved over 200 daily inquiries regarding appointments, facility procedures, and medical services.
- Scheduled and verified demographic data for over 200 daily patient appointments across public healthcare facilities, ensuring a seamless booking experience.
- Partnered with clinical and administrative staff to resolve over 30 complex scheduling escalations and patient concerns daily.
Education
Languages
Arabic · Native
English · Fluent