Basic Info

Mina Samuel

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Value Management Supervisor at Etisalat Misr

Experience Details

Customer Value Management Supervisor

Marketing/PR/Advertising

Experienced (Non-Manager)

• Development of an overall customer base strategy to include but not limited to acquisition quality, welcome process, upgrade and cross sell strategy, base migrations and retention strategy.
• Accountable for ARPU and churn numbers
• Define the customer lifecycle plan and agree the key touch points for cross sell and upsell
• Work with the pricing and planning team to ensure that all plans are aligned and a robust forecasting process is in place
• Become the voice of the customer with regard to all proposition changes that are made to both longer term pricing and tactical offers.
• Analysis of the customer base to identify segments that have both a revenue / RGU opportunity or who are a churn risk that require an intervention or move
• Work closely with the retentions operations area
• Take ownership of the Go to market process, ensuring all processes and customer journeys are designed and followed
• Work in hand with the CRM team on campaign planning and execution ensuring timelines are met and targeting is in line with strategy
• Report key commercial KPIs on a monthly basis
• Manage direct team and ability to manage cross functionally


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Apr 2015 to present (1 year 8 months)
CRM Senior Specialist at Etisalat Misr

Experience Details

CRM Senior Specialist

Marketing/PR/Advertising

Experienced (Non-Manager)

• Analyzing current processes and proactively initiating best practices through to implementation
• Reviewing monthly control groups and their ARPU development
• Stretching groups revenue through targeted offers
• Generating new revenue streams from social media and extensive analysis of additional data.
• Designing offers to increase customer profitability
• Consulting on the opportunities that will increase and drive magic moments for the customer in line with the principals
• Building close working relations with segments managers, products managers and touch points heads within the organization.
• Thorough analysis to initiate and implement processes to improve business operations that will lead change
• Providing before and after analysis to measure the increase in customer satisfaction as a result of implementing the changes to the processes
• Define required action plans to enhance the overall customer experience
Highlights:
• CVM Pull Strategy
• Individual Network Solution for High Value Customers
• Social Media Revenue Stream
• Big Data Program Initiation


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Aug 2012 to Mar 2015 (2 years 7 months)
Business Development Specialist at Etisalat Misr

Experience Details

Business Development Specialist

Business Development

Entry Level

• Cost optimization, resources effectiveness and efficiency strategic planning.
• Design prototype of tools to be used internally and products that can be implemented commercially based on market needs.
• Document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Proactively communicate and collaborate with internal departments.
• Analyze information needs and functional requirements and deliver the artifacts as needed.
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Understanding of how to interpret customer business needs and translate them into application and operational requirements.


Highlights:
• Knowledge Management Portal
• Etisalat Interactive Voice Response Self-Services
• Mobile Number Portability IVR
• Saytar Application (Concept)
• Department KPI Dashboard


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.etisalat.com.eg

Jul 2010 to Jul 2012 (2 years)

Achievements


• CVM Pull Strategy
• Individual Network Solution for High Value Customers
• Social Media Revenue Stream
• Big Data Program Initiation



• Knowledge Management Portal
• Etisalat Interactive Voice Response Self-Services
• Mobile Number Portability IVR
• Saytar Application (Concept)
• Department KPI Dashboard



School Volleyball team (1st Place) University Culture and Science Secretary

Education

Technical Diploma in Marketing

Education Details

Technical Diploma

Marketing

Regional IT Institute (RITI), Egypt

A / Excellent / 85 -100%

N/A

N/A

Regional IT Institute (RITI)
2012 - 2013
Bachelor of Business Administration, Management Information Systems in Management Information Systems

Education Details

Bachelor of Business Administration, Management Information Systems

Management Information Systems, Business Administration, Marketing

Sadat Academy for Management Sciences, Egypt

C / Good / 65 - 75%

N/A

N/A

Sadat Academy for Management Sciences
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El-Nasr Language School (Ex: El English School) Heliopolis

Egypt

2004

A / Excellent / 85 -100%

N/A

El-Nasr Language School (Ex: El English School) Heliopolis
2004
This profile is fresh!
Last update 2 days ago.

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Profile Skills and Keywords

Adobe PhotoshopAnalyticalArabicBusinessBusiness AdministrationBusiness Development SpecialistCRM Senior SpecialistCustomer Value Management SupervisorData AnalyticsEnglishEtisalat MisrFinancial AnalysisFrenchInnovativeManagement Information SystemsMarketingMicrosoft AccessMicrosoft ExcelMicrosoft PowerPointMicrosoft SQL ServerMicrosoft WordPresenterProblem SolverSocial Media MarketingTeam PlayerTelecommunications

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: High

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Access

Microsoft Access

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft SQL Server

Microsoft SQL Server

: Intermediate

: Medium

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Financial Analysis

Financial Analysis

: Advanced

: Extreme - I love it!

:

3-5 years

Data Analytics

Data Analytics

: Advanced

: Extreme - I love it!

:

3-5 years

Social Media Marketing

Social Media Marketing

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Presenter, Problem Solver, Innovative, Team Player

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