Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Courses
Timeline
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Nabil Al-Hinai

Awabi

Summary

A combination of customer service and business development with 17 years extensive experience in team management, client relations, and strategic planning. Proven track record in enhancing customer satisfaction and streamlining operations at Muscat Insurance Company. Demonstrated expertise in business development and negotiation as a Business Development Manager at Braxtone Muscat L.L.C., successfully expanding market reach and securing long-term agreements. Skilled in data analysis, complaint resolution, and staff training, with a strong focus on improving service delivery and operational efficiency. Career goals include leveraging analytical problem-solving skills to drive business growth and enhance customer retention strategies.

Overview

20
20
years of professional experience

Work History

Customer Service Manager

Muscat Insurance Company
07.2024 - Current
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Handling regulator's ( FSA ) complaints.
  • Overseeing the call center division, which encompasses two lines dedicated to sales and customer service.
  • Managing the company's social media platforms.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Conducted regular performance reviews with team members and setting clear objectives and providing constructive feedback.
  • Coordinated training to improve operations, team morale and customer service.
  • Collaborated with cross-functional teams to streamline service processes, enhancing efficiency and customer experience.
  • Supervised and observed team activities, offering praise and constructive feedback.
  • Delegated work and priorities based on staff strengths to maintain highly productive operations.
  • Analyses call centre data to identify trends, making strategic adjustments to improve service levels and reduce waiting times.
  • Reviewed and updated service policies and procedures to comply with regulatory requirements, minimizing legal risks.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.

BUSINESS DEVELOPMENT MANAGER

Braxtone Muscat L.L.C.
09.2021 - 07.2024
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
  • Represented company and promoted products at conferences and industry events.
  • Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
  • Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
  • Reached out to potential customers via telephone, email, and in-person inquiries.
  • Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for the sales pipeline.
  • Launched new product lines by conducting extensive competitor analysis and identifying gaps in existing market offerings.
  • Enhanced the company''s profitability by identifying and eliminating inefficiencies in existing business processes.
  • Generated new business with marketing initiatives and strategic plans.

AUCTION COORDDINATOR / CUSTOMER SERVICE

Copart Muscat Auctions L.L.C.
04.2015 - 09.2020
  • Conducted post-auction analysis to identify areas of improvement and inform future planning efforts.
  • Streamlined auction item intake, implementing an organized system for efficient processing.
  • Managed auction logistics for seamless event execution and positive bidder experiences.
  • Oversaw inventory management, maintaining accurate records of auction items from procurement through sale completion.
  • Negotiated contracts with vendors for cost-effective services that aligned with budgetary constraints.
  • Facilitated prompt payment collection from winning bidders, contributing to improved cash flow management after each event.
  • Ensured legal compliance in all aspects of the auction process, protecting the organization''s reputation and interests.
  • Monitored auction progress, adjusting strategies as needed to maximize revenue generation.
  • Provided potential buyers and sellers with comprehensive information on auction house, services and policies and procedures.
  • Increased overall event attendance by coordinating targeted outreach campaigns to potential bidders.
  • Enhanced bidder satisfaction with timely communication and professional customer service.

SENIOR PARTS SALES

Saud Bahwan Group.
01.2006 - 05.2013
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Taught staff how to handle difficult situations with calm and professionalism.
  • Responded to customer inquiries with relevant information.
  • Managed sales pipeline efficiently, ensuring consistent flow of business and meeting of sales objectives.
  • Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
  • Prepared detailed reports on sales activity, revenue generation, and market penetration for senior management review.
  • Checked the inventory system to locate items at other stores for an enhanced customer experience.
  • Supervised inventory control, conducted regular stock checks, and reordered merchandise to maintain optimal stock levels.
  • Trained new employees on store policies, customer service excellence, and product knowledge to enhance team efficiency.
  • Handled customer complaints with professionalism, resolving issues promptly to maintain high levels of customer trust and loyalty.

Education

Bachelor - BUSINESS AND ADMINISTRATION

Gulf College
Muscat
06-2027

Cert CII - Insurance

Chartered Insurance Institute
UK
08-2025

General Secondary School -

Nasser Bin Murshed High School
A'Rustaq, Al-Batinah South
01.2004

Skills

  • Customer service
  • Team management
  • Client management
  • Business development
  • Strategic planning
  • Data analysis
  • Complaint resolution
  • Staff training and development
  • Customer retention
  • Performance monitoring
  • Analytical problem solving
  • Social media customer support
  • Sales expertise
  • Reporting and documentation
  • Marketing strategies
  • Market analysis
  • Communication skills
  • Multitasking
  • Relationship-building
  • Negotiation skills
  • Teamwork

Languages

English
Arabic

Personal Information

Courses

  • Boost your Sales - Foundation of Insurance and Finance Education
  • Future of Insurance - Foundation of Insurance and Finance Education
  • General Insurance - Charted Insurance Institute
  • Parts Salesman - Saud Bahwan Training Center
  • Warehouse Management - Saud Bahwan Training Center
  • Emails Etiquette - Sell any Car
  • Microsoft Office - Al-Ayamen Institute

Timeline

Customer Service Manager

Muscat Insurance Company
07.2024 - Current

BUSINESS DEVELOPMENT MANAGER

Braxtone Muscat L.L.C.
09.2021 - 07.2024

AUCTION COORDDINATOR / CUSTOMER SERVICE

Copart Muscat Auctions L.L.C.
04.2015 - 09.2020

SENIOR PARTS SALES

Saud Bahwan Group.
01.2006 - 05.2013

Bachelor - BUSINESS AND ADMINISTRATION

Gulf College

Cert CII - Insurance

Chartered Insurance Institute

General Secondary School -

Nasser Bin Murshed High School

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Nabil Al-Hinai