Talal Fadl

Customer Relationship Management Specialist at Talabatey

Riyadh

Al-Liwan Company

Dec 2022 - Mar 2023 -3 months

Sudan

Proziner Advertising

Jan 2021 - Dec 2022 -1 yr, 11 months

Sudan

Job Details:Analyze customer service data to identify opportunities to improve processes, knowledge bases, and rep training programs. Ensure adherence to client service agreements and metrics through ongoing quality assurance monitoring and audits. Partner with account management on high-priority customer issues and escalations requiring executive visibility. Conduct coaching and development plans for customer service team members.

Talabatey

Feb 2020 - Present -5 yrs, 4 months

Sudan

Job Details:Partner with marketing to create targeted promotions and campaigns to acquire, retain, and reactivate customers. Collaborate with operations team to improve delivery times and expand service areas based on customer needs. Develop account growth strategies and pitches for new corporate ordering accounts. Respond to customer inquiries and issues via ticketing system, email, phone, and chat support within 7 minutes. Launched new referral rewards program leading to a 20% increase in new customer sign-ups compared to last year.