Rami Mohamed Helmy

Nestle

• Digital & Social Media SpecialistFull Time

  Oct 2018 - Aug 2019 -10 months

  Egypt

  • Job Details:1. Care Center Consumer Conversations: Where I handle consumer inquiries and complaints through many contact channels like; Social Media platforms, Inbound Calls, E-mails, Contact us to answer their inquiries and solving their complaints. 2. Brand Owner for Purina, Maggi and Sweetened and Condensed Milk Brands, Reporting insights on Monthly basis and discuss promotions and tone of voice with the brand teams. 3. Digital New & Alerts: Creating Keyword groups related to corporate for Early warnings and Crisis Monitoring, Reviewing the Mentions posted on different Social Media Platforms and Reporting to (NME) Nestlé Middle East on weekly and monthly basis for threat monitoring. 3. Digital Brand Performance: listing Brand Names, Direct and Indirect Competitors to create keyword Groups, labeling the related mentions, Extracting consumers’ insights to report it to the brand team. 4. SMQR (Social Media Quick Response) Moderation: Handling consumer’s inquiries and complaints through different Social Media Platforms like; Facebook, Twitter, Instagram and YouTube. 5. Standard Routine Pillar: creating standard routines for different tasks, pinpointing every single step to be as a standard. 6. Out Bound Calls: Handling outbound calls to go an extra mile with consumers regarding their after sales services to make sure they had the best experience provided. 7. Crisis Management: Building a management plan for facing Social Media Crisis to predict and act before any issue takes a serious turn of events. 8. Goal Alignment Pillar: Handling Daily and Weekly Operation Reviews for the team, building SLA reports and measuring KPI’s to achieve the Nestlé’s Operational Master Plan. 9. Train new FTE's on soft skills and product knowledge.
• Digital & Social Media AdvisorFull Time

  Sep 2016 - Oct 2018 -2 yrs, 1 month

  Egypt

  • Job Details:1. Care Center Consumer Conversations: Where I handle consumer inquiries and complaints through many contact channels like; Inbound Calls, E-mails, Contact us to answer their inquiries and solving their complaints. 2. Digital New & Alerts: Creating Keyword groups related to corporate for Early warnings and Crisis Monitoring, Reviewing the Mentions posted on different Social Media Platforms and Reporting to (NME) Nestlé Middle East on weekly and monthly basis for threat monitoring. 3. Digital Brand Performance: listing Brand Names, Direct and Indirect Competitors to create keyword Groups, labeling the related mentions, Extracting consumers’ insights to report it to the brand team. 4. SMQR (Social Media Quick Response): Handling consumer’s inquiries and complaints through different Social Media Platforms like; Facebook, Twitter, Instagram and YouTube.