Soukaina NAFIA

I have a technical background complemented by a Bachelor's degree in Physics and a degree in Electrical Engineering. Since 2016, I have built my career in customer service, administration, and insurance, taking on various responsibilities in companies such as SAV Agent, Sales Administration Officer, Administration and Insurance Manager, and Billing Coordinator.

Today, I am a versatile professional with extensive experience working at a senior level across different industries. I possess solid expertise in fleet management, as well as in claims management (filing claims, liaising with repair shops and experts, calculating compensations, etc.). One of my defining qualities is my unwavering commitment to exceeding KPIs and turning the "impossible" into "possible." This is driven by my ambitious nature and my collaborative approach to teamwork.

I have excellent interpersonal and communication skills, and I can easily establish and maintain positive relationships with clients, suppliers, and other stakeholders. My expertise lies in the management of insurance production (contracts, premiums, etc.), claims management, reimbursement, and billing (SMR, tires, claims, technical inspections, end-of-lease fees, new vehicles, medium-term rentals, etc.).

Insurance, Administration & Billing Manager                                                                       February 2020 – April 2023                           

Arval BNP Paribas Group, Morocco

• Review individual and group applications for automobile insurance.
• Evaluate new and renewal applications to determine insurance risks, insurance premiums, extent of insurance coverage and other conditions of the insurance contract.
• Provide underwriting advice and answer inquiries from clients and from insurance agents, consultants and other company personnel.
• Prepare underwriting reports and update insurance forms when necessary.
• Review, examine, calculate and authorize insurance claims investigated by insurance adjusters.
• Examine adjusters' reports and similar insurance claims or precedents to determine extent of insurance coverage.
• Approve automobile insurance claims.
• Verify the accuracy of invoices and validate their payment.
• Ensure that invoices are paid on time.
• Analyze LLD costs.

Sales Administration Manager                                                                                                 August 2019 - February 2020             

SOMALEV Cranes & Logistics, Morocco     

• Overseeing the sales order process, from initial inquiry to final delivery.
• Managing the customer database and ensuring accuracy of customer information.
• Coordinating with other departments such as production, logistics, and finance to ensure timely delivery of orders.
• Developing and implementing sales policies and procedures.
• Managing customer complaints and resolving issues related to sales orders.
• Collaborating with other departments to improve cross-functional processes and efficiency.
• Maintaining accurate records and documentation related to sales orders and customer interactions.

Customer Service Advisor                                                                                                          December 2016 - May 2019               

Tersea (TSN), Morocco                         

• Provide first-level assistance for all incoming calls, emails, and tickets.
• Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets while maintaining the highest degree of professionalism and service.
• Document, troubleshoot, and resolve issues through the internal ticket system.
• Determine the severity of issues and establish priorities for resolution or escalation.
• Guide clients through the problem resolution process.
• Follow up with clients, provide feedback, and assist them until the issues are resolved.

Bachelor's degree in Physical Matter Sciences                                                                                  Sept 2013 – Jun 2016

Ibn Tofail University, Morocco                           

• Independently evaluated by World Education Services and deemed equivalent to
  Canadian Bachelor's degree in Physical Matter Sciences. 

Technical University degree in Electrical Engineering                                                                    Sept 2011 – Jun 2013

Higher School of Technology, Morocco       

• Independently evaluated by World Education Services and deemed equivalent to
  Canadian diploma degree in Electrical Engineering.