Khalil Janah
Rabat
Summary
Seasoned Customer Service Team Manager with significant experience in leading diverse teams to deliver exceptional customer service. Known for strengths in problem-solving, conflict resolution, and multitasking. Notable impact on customer satisfaction levels and team productivity through effective management strategies.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
EIDS Maroc
Rabat
02.2020 - Current
- Analyzed customer feedback data to identify trends in customer satisfaction levels.
- Established clear expectations and provided feedback on individual performance.
- Reviewed job descriptions and assigned duties accordingly.
- Ensured compliance with company policies, procedures, standards, and regulations.
- Monitored the team's progress against established goals and objectives.
- Created reports detailing key metrics such as sales numbers or customer satisfaction scores.
- Created detailed reports on team performance metrics for senior management review.
- Provided effective leadership and management to a team of 25 employees.
- Resolved interpersonal conflicts between team members in a timely manner.
- Conducted regular training sessions for new staff members.
- Collaborated with other departments on special projects or initiatives as needed.
- Evaluated customer service trends to identify potential issues or opportunities for improvement.
- Identified training needs within the team and arranged appropriate training sessions.
- Facilitated meetings with stakeholders to discuss project updates.
- Coached employees on professional development opportunities.
- Analyzed data from surveys or focus groups to gain insights into customer needs and preferences.
- Developed strategies to improve the team's performance and productivity.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Senior Insurance Advisor
Axa France
Rabat
06.2019 - 02.2020
- Advised customers on investment opportunities associated with their insurance plans.
- Presented complex information to customers in an easy-to-understand format.
- Reviewed existing insurance policies for accuracy, identifying discrepancies or errors.
- Created customized presentations for potential clients highlighting advantages of working with company.
- Maintained up-to-date knowledge of the insurance industry regulations and standards.
- Resolved customer complaints in a timely manner to ensure satisfactory resolution.
- Negotiated contracts with new clients, ensuring terms were in the best interest of both parties.
- Assisted with claims processing by gathering necessary documents from clients.
Insurance Sales Representative
Groupe Assu 2000
Tanger
10.2017 - 11.2018
- Generated new business through cold-calling, networking, referrals, and other lead sources.
- Developed and implemented sales strategies to increase customer base.
- Solicited feedback from customers regarding their experience with our company's products and services.
- Negotiated with potential customers to close deals in a timely manner.
- Maintained accurate records of all sales transactions using CRM software.
Education
Bachelor of Science - Industrial Engineering
ENSA
Morocco09.2018
High School Diploma -
ENMIG
Morocco09-2016
Skills
- Microsoft office
- CCpluse
- IOBSP
- PNL
- Business Growth
- Strategic Planning
- Goal-Oriented
- Reporting Requirements
- Reporting understanding
- Business Development
- Relationship Management
- Policy understanding
- Cold-calling
- Policy expertise
- Insurance sales strategy
- Customer Retention
- New Business Development
- Customer Needs Assessment
- Account Management
- Client Retention
- CRM Tracking
- Team training and development
- Consultative Sales Techniques
- Sales Quota Achievement
- Policy analysis
- Client Account Management
- Customer Service
- Rapport Building
- Product Knowledge
- Lead prospecting
Certification
- Basic NLP Training (Neuro-Linguistic Programming)
- Intermediate in Banking Operations and Payment Services
- Claims Management
Languages
Arabic
First Language
French
Proficient (C2)
C2
English
Advanced (C1)
C1
German
Elementary (A2)
A2
Spanish
Beginner
A1
Timeline
Senior Customer Service Manager
EIDS Maroc
02.2020 - Current
Senior Insurance Advisor
Axa France
06.2019 - 02.2020
Insurance Sales Representative
Groupe Assu 2000
10.2017 - 11.2018
Bachelor of Science - Industrial Engineering
ENSA
High School Diploma -
ENMIG
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