Dena Gamal Mohamed
Senior Customer Success at Nagwa
6th of October, Giza, EgyptWork Experience
Customer Success Team LeaderFull Time
Jun 2021 - Present -4 yrs, 1 month
Egypt , Cairo
- Job Details:- Developing and implementing a well-planned customer onboarding program to ensure the customer’s understanding of all the company’s products and services. - Building and leading the Customer Success schools Team to achieve the desired results in engaging the customers, maximizing value perception, and developing strategies to increase our customer base. - Analyzing, monitoring, and onboarding new customers also ensuring a fully engaged, positive, and valuable experience - Creating and implementing a work plan for the customer by utilizing product features based on the customer’s work style to increase product usage. - Addressing the customer’s complaints, suggestions, and requests to achieve customer satisfaction. - Monitoring and reporting all customer activities, issues, requests, and feedback to management. - Gauging customers’ levels of engagement with the products and providing feedback to management and other teams. - Developing and maintaining smooth and strong relationships with customers to increase loyalty and retention. - Following up on the customers’ contract renewal to maintain a sustainable customer retention rate.
Senior Customer SuccessFull Time
Aug 2020 - Present -4 yrs, 11 months
Egypt , Cairo
- Job Details:- Developing and implementing a well-planned customer onboarding program to ensure the client’s understanding of all the company’s products and services - Analyzing data of customer usage to identify the best customer success practices - Creating and implementing a work plan for the customer by utilizing product features based on the customer’s work style to increase product usage - Addressing the customer’s complaints, suggestions, and requests to reach the customer satisfaction - Developing and maintaining smooth and strong relationships with customers to increase loyalty and retention - Following up on customers’ contract renewal to maintain a sustainable customer retention rate
Digital Content PerformanceFull Time
Apr 2020 - Aug 2020 -4 months
- Job Details:- Design, build and maintain a social media presence - for all managed accounts. - Generate creative and attractive directions. - Create the content on social networks and monitor engagement and subscriptions. - Create video ideas & scripts. - Create ads content for all social media platforms. - Optimize company pages within each platform to increase the visibility of the company's social content. - Identify trends and insights. - Collaboration with the company team to create strategies - Create and deliver reports. - Collecting, updating, analyzing, and evaluating data. - Responsible for daily market and competitors’ search. - Brainstorming with other team members for new projects.
Client Operations ManagerFull Time
QE Markets
Dec 2019 - Mar 2020 -3 months
- Job Details:• Handling the daily complaints. • Initiate calls to clients to make sure of the service satisfaction and collect feedback. • Collaborate with Warehouse operations department to deliver concerns and solutions. • Analyzing old data. - Building new process & guidelines for the department. • Handling hiring process for the operations team. • Build on boarding process for the new comers. • Planning Department strategy and deliver it to the upper management. • Collaborate with other departments to optimize strategy & make sure it works well with the other departments.
Client Care LeadFull Time
Nov 2017 - Nov 2019 -2 yrs
Egypt , Cairo
- Job Details:• Handling a department of 4 sections (Operations - On-Boarding - Revenue Uplift - Retention) • Handling the CRM hiring process starting from the first filtration to the face to face interview. • Responsible for training and onboarding process for the new candidates. • Creating and applying guidelines and processes for CRM sections. • Planning and delivering CRM strategies across the organization. • Ensuring high standard performance from the team • Preparing and handling the monthly, weekly performance meetings. • Providing healthy work environment for my team and handling their personal requests. • Collaborating with other departments to ensure the CRM strategy works well for every aspect of the business. • Handling the hard cases and the VIP clients. • Having the full authority to take the final decisions. • Set clear owners for each initiative. • Set team KPIs system and measuring
Senior Client CareFull Time
Oct 2015 - Nov 2017 -2 yrs, 1 month
Egypt , Cairo
- Job Details:• Creating and applying guidelines and processes for CRM. • Ensure high standard performance from the team. • Preparing proposals, reports and official documents. • Developing the CRM department. • Quality control • Improve customer retention rate. • Control and improve SLA and CLV • Providing the team with the needed resources. • Coming up with creative ideas. • Handling all social events.
Client Care SpecialistFull Time
Sep 2014 - Oct 2015 -1 yr, 1 month
Egypt , Cairo
- Job Details:• Generating new sales using existing, potential customers and creating brand ambassadors. • Improve client acquisition. •. Control the membership renewal cycle. •. Handling follow up calls cycle. •.Control daily operations. •. Ensure client satisfaction. •. Developing positive relationships and handling customer’s needs. • Handling on ground events. • Coordinating with other departments to transfer clients needs. • Social media moderation.
Business developerFull Time
Jun 2014 - Sep 2014 -3 months
Egypt , Cairo
- Job Details:•.Responsible for market research. •. Suggesting new ideas regarding the service we provide. •. Testing the system and suggest new tools. •. Choosing the mobile application icons. •. Data entry for the system and the mobile application. • On ground social events.
Education
Bachelor's Degree in Accounting
Cairo University (CU)Jan 2009 - Jan 2014 - 5 yr
High School - Thanaweya Amma
El-Orman experimental language schoolJan 2009
Skills
- Customer Service
- Relationship Management
- Crisis Management
- Planning
- Decision Making
- delegation
- Motivating
- People Management
- Human Resources
- Sales
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Languages
Arabic
FluentEnglish
Advanced
Training & Certifications
Project Management
Coursera·2020