kawther Rashad Abd El Halim

Business DeveloperFull Time

• Job Details:Daily tasks: Developing and executing business development strategies to expand the academy's customer base and increase revenue. Identifying and pursuing new business opportunities to drive growth and profitability. Building and maintaining relationships with key clients, partners, and stakeholders. Conducting market research and analyzing industry trends to identify potential growth areas. Collaborating with other teams within the academy to develop and implement marketing campaigns and sales strategies. Creating and delivering presentations to prospective clients and partners. Negotiating contracts and closing deals with clients and partners. Managing and tracking sales leads and opportunities in a CRM system. Attending industry events and networking with potential clients and partners. Quarterly tasks: Increasing the academy's revenue by a certain percentage through successful business development strategies and new client acquisitions. Establishing and nurturing key partnerships with other businesses or organizations in the industry. Developing and implementing a successful marketing campaign that raises the academy's profile and generates leads. Expanding the academy's geographic reach by successfully entering new markets. Improving customer satisfaction and retention rates through exceptional customer service and support. Developing and implementing new processes or systems that improve operational efficiency and reduce costs. Establishing the academy as a thought leader in the industry through thought-provoking content, speaking engagements, or media coverage.

Head of CRM DepartmentFull Time

• Job Details:Team performance Recruited and improved agents' handling capabilities. Tracked key performance indicators (KPI). Managed agents’ quality and performance systems. Standard operating procedures (SOP) management (scheduling, diligence, compliance, and auditing). Performed coaching personnel huddles. Customer success Created professional social media clients’ assistance materials. Quickly responded in a customer-oriented manner, resolving all issues before the customer and representatives of CPA- Egypt. Provided B2C training programs to increase high value-added brand awareness through advanced media communications. Analyzed client feedback to determine agents' strengths and weaknesses. Sales Improved agents' sales skills through various USP techniques (offers, discounts, and negotiating). Encouraged and developed installments, discounts plans and after purchase assistance techniques to achieve competitive sales targets in the MENA region. Partnered with the management team to help achieve organizational goals by taking initiatives to create an attractive and competitive environment. Technically Solved escalating cases and tickets. Assisted customers on managerial channels (Emails, outbound calls, hotline complaints, and Egyptian CPA inquiries). Validated, confirmed, and followed up financial payments requests (Visa, COD, VOD, and Refunds). Surfed, examined, and audited various CRM virtual systems for subscription collaboration. Refined agents' skills by implementing material reference and online tools to outperform competitors in the MENA region in terms of customer satisfaction. Business development Built an internal integrated system to improve Operation AHT efficiency. implemented the stock-CRM connection (to reduce waste, respond to customer inquiries, and reduce cases' AHT). Developed a scheduled announcement sequence to predict and plan seasonal CRM strategies needed to improve efficiency and reduce costs in marketing, stocks, project management, and accounting). Monitored customer feedback by providing analytical insights to uncover customer satisfaction issues and develop plans to address them. Tracked and analyzed customer trends, feedback, and interactions to determine customer needs and expectations.

Senior customer care representativeFull Time