Amira Atef Tohamy

Regional Associate customer care managerFull Time

Customer Experience ManagerFull Time

• Job Details:Building Customer Experience Department ▪ Identifying Customers’ Touchpoints and Channels ▪ Building Customer Experience documents (Knowledge Base, Contact Reasons, SLA…), CRM and Ticketing system needed. ▪ Building Merchants’ Contact Reasons & SLA Process ▪ Working on Customers’ Incentive, Compensation, and loyalty Programs. ▪ Analyzing the data collected, writing the final report and summary synthesis regarding customer acceptance. ▪ Providing the decision makers with the development action needed for each. complaint. ▪ Preparing and presenting final reports of our performance to the Board.

Customer Experience ManagerFull Time

• Job Details:▪ Built Call center department, Team of 5 agents and 1 team leader. ▪ Built Social Media department, Team of 2 agents. ▪ Built Compensation Plan, Loyalty Program and Retention plan. ▪ Managed to establish collaborations with more than 5 Brands to send their products along with La Reina’s order, "La Reina with Value " ▪ Managed Customers' Touch points through their journey with La Reina, across all the Channels (SMSs, Calls, Social Media Moderation, Push Notifications, Emails and Branch visit) ▪ Responsible for all events’ Communication Plan across all the channels ▪ Strategically formulated and implemented strategies to ensure that the needs of business were met as we scaled through effective resource planning. ▪ Successfully created and conducted department trainings to increase efficiency and enhance the overall customer experience. ▪ Effectively worked cross-functionally to build relationships amongst key internal stakeholders such as operations, revenue, mobile, and product development teams to improve product with user feedback and maintain the brand voice. ▪ Campaigns, Website and App analyzer, discovering the best business best practice and solutions