Noufal Khader

Oversee daily operations of a team of call center associates, ensuring adherence to organizational policies and legal requirements.

Coach and mentor team members to achieve performance metrics, identify areas for improvement, and implement corrective actions.

Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial targets.

Provide subject matter expertise in handling escalated customer interactions via chat and email.

Lead team meetings to facilitate communication and gather feedback, and organize team-building activities.

Stay updated on internal policies and procedures, and attend required manager development training.

Exceeded SLA targets through effective team management and process improvement.

Provided direction and support to staff, ensuring customer satisfaction and resolution of issues.

Conducted performance evaluations, provided feedback, and coached team members.

Handled escalated customer interactions and maintained knowledge of products, processes, and systems.

Coordinated with clients to ensure timely resolution of customer issues.

Prepared and maintained attendance and performance reports, and drove CSAT (Customer Satisfaction) through effective feedback and coaching.

Processed customer requests with 100% accuracy, adhering to client SLA.

Resolved customer complaints and account-related issues, and prepared daily reports for client review.

Cross-trained in multiple processes to support peak volumes and provided training to new team members.

Conducted monthly refresher assessments and monitored team performance in the absence of the SME.

Adhered to strict client and organizational policies.

Analysed and captured data from employee benefit documents for insurance and reinsurance purposes.

Conducted research and prepared presentations for client decision-making on insurance providers.

Generated benchmarking reports and financial ratings, and provided market security letters for U.S. companies.

Cross-trained in multiple processes and managed special projects and ad hoc reports.

ACS, a Xerox Company

Bangalore, India

Analysed U.S. dental insurance claim forms, ensuring data accuracy and compliance with HIPAA regulations.

Processed claims and worked on specialized queues, including Coordination of Benefits (COB) and Explanation of Benefits (EOB) forms.

Collaborated with the team to meet turnaround time (TAT) and quality SLA targets.