Mohammad Al-Jabiri

• Engaged with customers and understood what they needed before transferring them to provide the best service
• Increased customer retention rates by developing and implementing effective loyalty strategies.
• Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
• Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
• Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
• Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
• Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
• Increased team productivity by providing training on best practices for retaining customers.
• Built constructive customer relationships to improve loyalty and recommendations.

• Enhanced customer satisfaction by addressing concerns and resolving issues promptly.
• Increased client retention rates through personalized service and relationship building.
• Improved communication within the team for better collaboration and problemsolving.
• Developed rapport with clients by understanding their needs and offering tailored solutions.
• Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
• Participated in regular team meetings, contributing valuable insights for process improvement strategies.
• Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
• Educated customers about product features and benefits during retention efforts, increasing their understanding of value propositions.
• Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.

• Professionally handled every call meeting all company's guidelines
• Actively listened to clients gathering their needs to find them a plan that fits these needs
• Followed up and stayed in touch with clients to confirm their satisfaction with their plan coverage
• Remained flexible, adaptable, and committed to success
• Utilized excellent written and verbal communication skills.
• Enhanced overall benefit package attractiveness by conducting market research and benchmarking against industry standards.
• Ensured compliance with federal, state, and local regulations by maintaining up-to-date knowledge of relevant laws and updating internal policies accordingly.

Tier 1 Part:

Engager: Made outbound calls to customers and connected them with sales agents.

Advocate: Took inbound calls and transferred them to the sales agent or the correct department.

Emdeon: verify Medicare and Medicaid information to send to agents whenrequested.

• Engaged with customers and understood what they needed before

transferring them to provide the best service.

• Top quality verifying information over the phone and through chat in the

fastest and smoothest way.

• Met all my goals in all three teams I have performed in during my time in Tier 1.

• Trained and assisted new hires.

• Top performer in Emdeon since April 2020.