anass zelamta

Customer Relation Management Consultant (CRM) & Marketing. At Eagle Hills company

DUTIES AND RESPONSIBILITIES:
• Maintains a thorough knowledge of the organization and adheres to all organizational standards
• Responsible for design, build, test and deployment efforts for SAP CRM technology solutions
• Provide hands on functional and technical knowledge as well as manage client relationships within the Context of the role
• Write development specifications and interface with Customers to test modifications and resolve any is issues that arise
• Execute assigned tasks within a structured project environment and lead consultants in various project work streams
• Analyze customer needs and participate in the design and architecture of business process solutions
• Responsible for completeness and quality of functional design
• Translate business requirements into SAP functional and configuration requirements

Customer Service Representatives
(Universals)
 Receiving calls from the customer regarding complaints about taxis and buses etc
 Handling calls regarding complaints about parking fines
 Handling angry customers about our services
 Opening complaints, emergencies and suggestions cases for the customers and send it to concerning department to be solved
 Making emergency cases for the customer regarding removing accident cars damages or repairing traffic light etc
 Receiving calls regarding suggestions of the customer regarding our services etc
 Checking cases resolution with cases numbers
 Handling calls concerning journey planner and SDDI

2013-onward Customer Service Representatives in RTA
(Journey planner)

Job description
* Handling calls regarding bus routes and numbers
* Handling calls regarding metro timing
* Receiving calls regarding marine transport timing, booking and destination (water taxi etc)
* Checking fines
* Registering customers in m-parking system
* Follow up the calls of the customers in case of emergency
* Handling the calls regarding Nol cards


Customer Service Representatives
(SDDI)
Job description
* Receiving calls from the customer concerning vehicle registration inquiries
* Doing the transaction of the payment through the phone regarding renewing driving license etc
* Doing the transaction for the payment of fines through the phone
* Giving information to the customer concerning branches an document inquired for renewing vehicle and renewing driving licensing etc
* Making technical issues if the customer facing some problem regarding our system transaction and send it to the concern department to be solved as soon as possible

Customer Service Representatives
(Universals)
Job description
* Receiving calls from the customer regarding complaints about taxis and buses etc
* Handling calls regarding complaints about parking fines
* Handling angry customers about our services
* Opening complaints, emergencies and suggestions cases for the customers and send it to concerning department to be solved
* Making emergency cases for the customer regarding removing accident cars damages or repairing traffic light etc
* Receiving calls regarding suggestions of the customer regarding our services etc
* Checking cases resolution with cases numbers
* Handling calls concerning journey planner and SDDI

2012- Onward Secretary cum Reservations
CITY KING HOTEL (Dubai-UAE)
Job Description: * Contact with clients
* Answering the phone
* Informing clients about vacant and occupied rooms
* Making room Reservations, Cancellations and Amendments
* Focus on providing high degree of customer service
* Preparing daily Guests Arrivals report and sending to DTCM
* Preparing monthly Guests Arrivals Modification report for DTCM
* Preparing monthly Statistics Report for DTCM
* Sending daily Swimming Pool and Jacuzzi report
* Sending monthly Swimming Pool and Jacuzzi report
* Payment follow up and reminding clients about pending balance
* Informing clients about new Rates and the Rates for the next season
* Making Invoices
* Documents archiving
* Monitoring reservations through the websites like Booking.com,
Laterooms.com and Asiarooms.com
* Informing mentioned websites and making changes for No Show
And Early/Late Check Out
* Collecting money for the Tours (like Wild Wadi, Atlantis, Desert Safari,
Dhow Cruise, City Tour, Ice Park), purchasing tickets and making report for the same.
* Collecting money for Parking rent, making report and follow up payment
* Collecting money from all departments, and making report

- Receptionist
* Answering the phone
* Informing guests about availability
* Doing Check In and Check Out for Company's guests and Walk In guests
* Preparing House Keeping report
* Documents archiving
* Collecting deposits and payments
* Making receipts for all received payments
* Charging Room key-cards
* Making reservations for Walk In guests
* Providing most suitable rooms for all the guests
* Giving all necessary information

Secretary cum Reservations
CITY KING HOTEL (Dubai-UAE)
Job Description:
 Contact with clients
 Answering the phone
 Informing clients about vacant and occupied rooms
 Making room Reservations, Cancellations and Amendments
 Focus on providing high degree of customer service
 Preparing daily Guests Arrivals report and sending to DTCM
 Preparing monthly Guests Arrivals Modification report for DTCM
 Preparing monthly Statistics Report for DTCM
 Sending daily Swimming Pool and Jacuzzi report
 Sending monthly Swimming Pool and Jacuzzi report
 Payment follow up and reminding clients about pending balance
 Informing clients about new Rates and the Rates for the next season
 Making Invoices
 Documents archiving
 Monitoring reservations through the websites like Booking.com,
Laterooms.com and Asiarooms.com

2010- 2012 Customer-Sales-Executive /cashier
SQUAT-ELECTRONICS (Morocco)

Job Description: * Maintain a high standard of customer service and hospitality
* Greet customers in a timely manner then identify their needs
* Communicate with customers and guide them through the order-process
* Suggest and Inform customers about new and different products
* Conduct daily, weekly and monthly inventory
* Maintain daily and monthly sales-target by suggestive selling
* Handle incoming & outgoing calls regarding manager's inquiries and customer-orders
* Update sales documents/ records and Submit daily sales-deposit in the company bank-account

Customer-Sales-Executive /cashier
SQUAT-ELECTRONICS (Morocco)
 Maintain a high standard of customer service and hospitality
 Greet customers in a timely manner then identify their needs
 Communicate with customers and guide them through the order-process
 Suggest and Inform customers about new and different products
 Conduct daily, weekly and monthly inventory
 Maintain daily and monthly sales-target by suggestive selling
 Handle incoming & outgoing calls regarding manager’s inquiries and customer-orders
 Update sales documents/ records and Submit daily sales-deposit in the company bank-account