Ministry's of Commerce & Investment Relation Manager
Mohamed Yousuf Naghi Motors
Total des années d'expérience :17 years, 4 Mois
Lead and manage the MCI Relationship function in the development of Sales & After sales strategies according to the ministry’s regulations in alignment with dealership policies and brands’ polices and standards.
Main focus on maintaining MYNM relationship with the Ministry of Commerce & Investment and achieving maximum customer satisfaction through effective, timely, and competent management of all received concerns.
Lead and manage the Customer Relationship Management function in the development of Sales, After sales and CRM strategies according to the dealership policies and in line with the JLR brand. Main focus on achieving maximum customer satisfaction through effective, timely, and competent management of:
• Customer Satisfaction Index & Surveys
• Customer Complaints
• Customer Database
• Customer Campaign Management
• Build up the call center unit Infrastructure (policies and procedures)
• Designed workflows and internal communication protocols
• Designed and implemented CSI program - operations and results reporting
• Liaising with supervisors, operatives and third parties to gather information and resolve issues
• Coordination of customer experience programs with Regional Office
• Monitor call center team performance and development
• Regular development of Automated processes on CRM system
• Managed, designed and coordinated Annual performance rewarding events for two years in a row (2008 & 2009)
• Implemented a performance review program to evaluate telesales team on monthly bases
• Participated in designing workflows and processes on a new implemented CRM system
• Trained 50 telesales agents on a new CRM software (Sage CRM) as super key user
• Monitored and reported weekly telesales results to the highest level management
• Responsible of day to day performance tracking of telesales team
• Worked as a retail marketing officer for the last two months
Approach customers for projects in London-UK, closing deals and aftersales followup
Help Desk agent for National Commercial Bank
• A Bachelor degree of Marketing - GPA 3.4 of 5 King Abdulaziz University - Jeddah, Summer 2013