Yara Mahmoud Helmi Mohamed Ali

Customer Relations Management-Key Accounts SupervisorFull Time

• Job Details:-Take ownership of escalated customers issues and follow problems through to resolution. - Develop service procedures, policies and standards. - Recruit, mentor and develop account managers and nurture an environment where they can excel through encouragement and empowerment. - Planning, managing and delivering CRM strategy. - Collaborating closely with the marketing team to develop loyalty programs and packages for key accpunts clients. - Plan for CRM campaigns to strengthen partnership and realtiship with our clients, in addition to promotong Up sell and cross sell other products.

Customer Relation Management & Customer Interaction Center Senior Section HeadFull Time

• Job Details:CRM Roles & Responsibilities:  Planning, managing and delivering CRM strategy.  Building collaborative relationships with all marketing teams to gain a great understanding of customer base through insight, segmentation and data analysis.  Management of data and CRM agency, resolving any issues that arise during the implementation of CRM campaigns.  Analysis and reporting on campaigns effectiveness in terms of traffic, acquisition, conversion, retention and revenue.  Identifying areas for improvement and making recommendations. Working closely with the Digital marketing team to manage the CRM budget.  Manage the Sales Funnel Management tools through the CRM Team.  Ensure Customer Data base quality to enhance Data Steering through the Data base team.  Document and improve customers touch points to better track customers journey & life cycle.  Implement BMW 5 pillars sales standards and monitor execution through Mystery shopping projects.  Coach all Showrooms Sales advisers on CRM activities/Proper data Capture. Customer Service Roles & Responsibilities  Improve customer service experience, create engaged customers and facilitate business growth.  Take ownership of escalated customers issues and follow problems through to resolution.  Set Validation plans for all collected data executed through Marketing department through the Business Development Center tele-sales team.  Manage Sales Lead Generation to support Sales force through the Business Development Center tele-sales team to lift showrooms traffic and help Sales Advisers reach targeted figures.  Develop service procedures, policies and standards.  Keep accurate records and document customer service actions and discussions.  Analyse statistics and compile accurate reports.  Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.  Control resources and utilize assets to achieve qualitative and quantitative targets.  Responsible for overseeing inbound and outbound call center activities. Primary focus was new ad programs which increased base revenue and additional lines.  Lead Sales Team of up to 20 people with training, motivation, resources, information and guidance to successfully meet and surpass sales objectives.  Hire, analyze and fulfill staffing and scheduling needs to ensure adequate number of employees to cover phone lines. Reduce waiting time and increased customer satisfaction.  Develop sales strategies to increase market share . Customer Service Roles & Responsibilities  Improve customer service experience, create engaged customers and facilitate business growth.  Take ownership of escalated customers issues and follow problems through to resolution.  Set Validation plans for all collected data executed through Marketing department through the Business Development Center tele-sales team.  Manage Sales Lead Generation to support Sales force through the Business Development Center tele-sales team to lift showrooms traffic and help Sales Advisers reach targeted figures.  Develop service procedures, policies and standards.  Keep accurate records and document customer service actions and discussions.  Analyse statistics and compile accurate reports.  Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.  Control resources and utilize assets to achieve qualitative and quantitative targets.  Responsible for overseeing inbound and outbound call center activities. Primary focus was new ad programs which increased base revenue and additional lines.  Lead Sales Team of up to 20 people with training, motivation, resources, information and guidance to successfully meet and surpass sales objectives.  Hire, analyze and fulfill staffing and scheduling needs to ensure adequate number of employees to cover phone lines. Reduce waiting time and increased customer satisfaction.  Develop sales strategies to increase market share .

CRM ExecutiveFull Time

• Job Details:I was acting as a team leader for a group 2 newcomers and I was performing through them the following: Making sure the customer database is correctly segmented for targeted marketing activities. Collaborating with other departments ensure the CRM strategy works well for every aspect of the business. Escalating and following up on Customers inquiries/complaints till resolution. Consolidating Analytical monthly reports/charts representing all targeted CRM activities and figures versus KPIs.