EMAN AL GHAMDI
Riyadh
Summary
Results-driven professional with 5+ years of experience in customer experience, insurance operations, and government account management. Proven track record in improving customer satisfaction, streamlining operations, and managing high-value client relationships within the medical insurance sector. Skilled in stakeholder management, problem-solving, and delivering measurable service improvements.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Assistant Manager of Government Accounts
AON in the Middle East
Riyadh
2024.10 - 2026.04
- Managed and strengthened relationships with government clients, acting as the primary point of contact.
- Oversaw end-to-end account operations, ensuring timely policy renewals and claims processing.
- Resolved client issues efficiently, improving response time and service quality.
- Coordinated with internal teams to deliver seamless service and enhance client satisfaction.
- Analyze customer complaints, identify recurring issues, and provide actionable recommendation that improve service efficiency
Manager - Operation
Bupa Arabia
Riyadh
2023.10 - 2024.09
- Led daily operations and ensured high-quality service delivery across customer touchpoints.
- Improved operational efficiency by optimizing workflows and reducing service delays.
- Handled escalations and complex customer issues, ensuring high satisfaction levels.
- Collaborated cross-functionally to enhance customer experience and service delivery.
- Analyze customer complaints,identify recurring issues,and provide actionable recommendation that improve service efficiency
Assistant Manager - key Account
Bupa Arabia
Riyadh
2022.10 - 2023.10
- Delivered personalized end-to-end services for strategic members, enhancing customer experience.
- Increased engagement with Bupa services through proactive client communication.
- Managed customer journeys and ensured consistent service delivery across all touchpoints.
Assistant Manager-Hospital Delegate /Sabic Support
Bupa Arabia
Riyadh
2019.02 - 2022.10
- Supported members in utilizing services, improving service adoption and satisfaction.
- Resolved customer complaints effectively, maintaining high service standards.
- Coordinated with internal departments to ensure timely resolution of inquiries.
- Guided members on insurance coverage and service usage.
- Delivered training and support to hospital staff on Bupa services.
Education
Bachelor of Science - Management Information Systems
Jubail University College
JubailSkills
- Customer Experience Management (CX)
- Government &key Account Management
- Stakeholder Relationship Building
- Operations Management
- Problem Solving &Issue Resolution
- Process Improvement (Kaizen)
- Communication & Negotiation
- Team leadership & Coaching
- Microsoft Office (Advanced )
Certification
- Insurance Foundations Professional
- Customer Experience (CXAC)
- Project Management professional (PMP)
LANGUAGES
English
Advanced
Accomplishments
- Kaizen champion
Timeline
Assistant Manager of Government Accounts
AON in the Middle East
2024.10 - 2026.04
Manager - Operation
Bupa Arabia
2023.10 - 2024.09
Assistant Manager - key Account
Bupa Arabia
2022.10 - 2023.10
Assistant Manager-Hospital Delegate /Sabic Support
Bupa Arabia
2019.02 - 2022.10
Bachelor of Science - Management Information Systems
Jubail University College