Senior Customer Relations Management Executive
Egyptian Resorts Company (ERC)
Total years of experience :20 years, 1 Months
• Establish Customer Relation Management Strategies & planning.
• Work with other members of the Senior Management Team in setting Business Objectives.
• Provide leadership, direction to deliver world class Customer Order Management processes.
• Collection of a total of $25M outstanding payments since 2011 until End of 2014.
• Develop a customer care system that includes follow up process for developers’ requests. This results in improving the Customer satisfaction percentage from 82% in 2011 to 97% in 2014.
• Planning, evaluating, implementing and continuously improving all aspects of CRM and collection functions and processes.
• Prepare a weekly/monthly reports to Management and CEO to ascertain status of collections/balances outstanding and projects development status.
• Manage hand over process and fit out of 24 Plots.
• Contribute with the company legal consultant to take further collection actions with delinquent debtors; File legal cases, Issuing Default notice& termination notice, Proceed Termination actions.
• Ensuring professional relationships are established and maintained with customers.
• Discuses internal office memos and customer requests with top management and ensure to meet the agreed service level.
• Meet assigned sales target and ensure to deliver the world class customer experience.
• Understand customer needs and effectively resolve customer complaints and problems, and escalating issues to appropriate persons/teams whenever needed.
• Using customer care skills to optimize the opportunity of each customer inquiry.
• Provide training sessions for retail staff.
• Handle floor and customer complaint.
• Receiving and sending daily shipments from/to Raya Head Q.
• Tracking quality of customer care by creating weekly & monthly quality of customer care reports for store staff.
• Responsible for all the Distribution Department reports and presentations.
• Tracking traffic, quality of sale, performance and productivity of ART stores in Egypt on regular basis by creating weekly, monthly, annual analysis reports to the ART Regional Manager in Middle East and General Manager in Egypt.
• Efficiently, effectively and clearly Communicate New Sales and Sales Transactions target and Sales Commission to ART stores managers.
• Responsible for all PSD (Paid Still Disconnected) customer cases (Normal &compensation).
• Handle ART subscribers’ queries and complaints.
• Responsible for all Organization departments in preparing formal reports which send to the ART General Manager and to the Regional Manager in Middle East concerning discussing the whole Egyptian marketing.
• Tracking agents’ traffic, quality of sale, performance and productivity of CRM Egypt team on regular basis by creating weekly, monthly, annual analysis reports based on the used data & the number of calls for each agent. Developing IVR Structure and showing them their daily productivity.
• Measuring how many new customers subscribe in ART and how many renewing their subscription and not renewing by creating weekly, monthly & annual reports, directed to General Manager in Egypt and to Regional Manager in the Middle East in UAE.
• Analysing how much data we received, with the last result for the couriers & the achievement data, indicating also all Egyptian stores productivity by creating reports, which send to Director of Distribution Department.
• Managing day to day planning and cover all operational tasks on the floor to meet the required service level achieve daily metrics as abandon calls, absenteeism, and adherence.
• Led a team to conduct inactive members to use their cards and leading to activation. (14K cards since June 2005 until May 2007)
• Conducting performance appraisal for the team by setting them key performance indicators.
• Providing feedback, coaching and ongoing development to meet client and quality expectations.
• Follow up daily transactions & customers’ orders.
• Responsible for ensuring customer satisfaction.
• Follow up customer complaints.
• Ensure that all the agent metrics are achieved (schedule, adherence, quality, attendance, and attitude).