Afra Al Mazrouei

Job Description:
1. Structures internal teams & defines rules and objectives of each team to ensure company goals are met
2.Be accountable for the delivery of the daily Customer Service Levels and the productivity of the team.
3. Assisting the four departments TL’s in achieving SLA and KPI, and communicating the overall strategies of the company to the staff.
4.Be accountable for the improvement of team performance as demonstrated by the reporting of key performance indicators
5.Work pro-actively with the team to enhance our Customer Service culture and ensure that we act at all times in accordance with the principle of excellent customer service
6.Monitors customer satisfaction - implements effective ways to monitor and evaluate customer concerns, issues and satisfaction; knows the quality of the customer experiences in own area
7.Ensure that a continual process of improvement is in place for staff development and customer experience
8.Manage and implement performance improvement projects
9.Proactively seek to improve processes in order to reduce handoffs, improve turnaround times and therefore improve customer service
10.Generates new ideas and takes initiative to identify new ways of performing tasks; identifies creative approaches to problems
Structures internal teams & defines rules and objectives of each team to ensure company goals are met
11.Be accountable for the delivery of the daily Customer Service Levels and the productivity of the team.
12.Be accountable for the improvement of team performance as demonstrated by the reporting of key performance indicators
13.Monitors customer satisfaction - implements effective ways to monitor and evaluate customer concerns, issues and satisfaction; knows the quality of the customer experiences in own area
13.Ensure that a continual process of improvement is in place for staff development and customer experience
14.Manage and implement performance improvement projects

Duties and Activities in Media Zone Authority:
Internally:
•Responsible for the marketing of company services to the right market whether B2B or B2C
•To demonstrate the ability to interact and cooperate with all company employees & and outside customers
•To build trust, value others, communicate effectively, drive execution, focus on delivery to customers, collaborate with others, solve problems creatively and demonstrate high integrity
•Maintain professional internal and external relationships that meet company core values
•Oversee all media vendor relationships, media negotiations, and contractual agreements, partnering with other managers where appropriate
•Write interesting and effective press releases, prepare information for media services and develop and maintain company internet or intranet web pages
•Manage special events such as sponsorship of media events, parties introducing new products and services, or other activities the firm supports in order to gain public attention through the media without advertising directly.
•Draft and supervise speeches for company executives, and arrange interviews and other forms of contact for them
•Establish and maintain effective working relationships with local and municipal government officials and media representatives
•Attending trade exhibition; City Scape Dubai and conferences and meetings

1. Lead, manage and continuous develop all areas of responsibilities within the customer care function in order to provide world class customer service. Provide strategic leadership by creating a vision, purpose and a detailed set of objectives in order to achieved desired levels of performance and quality.
2. Supervise the implementation and the integration of Nakheel CRM & Contact Center functions across all Nakheel business units, the establishment of the Project Management organization, as well as developing a professional and dedicated Customer Care and Support for Nakheel Operational Projects
3. Facilitated Nakheel “online appointment system project” successfully over the past 6 months for end users using Nakheel portal
4. Responsible for the Web and Call Center Team (total 20 staff). Communicating with Independent Financial Advisors and directly with Customers.
5. Develop best in class Lead management system for segmenting prospected customers, to deal with them in different ways through proper process defined.

Lead and supervise Customer centric transformation project along with Peppers & Rogers consultancy (best in the market) to provide qualified high buying customers, Retaining existing customers and Gain loyalty and advocates of our business to ultimately drive growth and profitability

1. Be responsible to ensuring that all key project aspects are delivered within a timely and professional manner in terms of CRM functionality.
2. Administer CRM Application from client side
3. Work with Technical Developers, Oracle service providers & IT on, existing CRM process analysis, Gap analysis for better performance, Analysis of marketing efforts across multiple media and channels & Market level media analysis and evaluation

1. Create presentations, reports, and documents using desktop publishing software and digital graphics.
2. Arrange and supervise various IT and social seminars and exhibition in ADMA OPCO.
3. Coordinate and arrange of company’s social events, social function, travel trips etc and make travel arrangement for ladies and families such as flights and accommodations
4. Prepares contract proposals, including coordination of technical engineering proposal, cost information, with the end user requirement to be sent to supplier.
5. Reviews incoming contracts for conformance to original proposal and maintains continual review leading to conformance of company to all contract terms and conditions.
6. Work with Sales, Marketing, Customer Support, Corporate Finance and other data users to administer business process solutions for managing customer and product information including customer identities, classifications and configuration.
7. Create and run weekly and monthly reports for line manager.
8. Direct and supervise the Family and Educational section activities, organize internal and external event such as; lectures, trips, artistic courses.
9. Organize Educational & IT exhibitions with HCT Colleges
10. Provide and implement suggestions for improvement on community system design, training and marketing efforts.
11. Work with MS Word, MS Excel, MS Power Point, Front Page, Photo Shop, Corel Draw, Unix
12. Support Unix servers running Oracle Database and geological S/W