Senior Community Relationship Manager
Egyptian Resorts Company
Total years of experience :32 years, 0 Months
• Reporting to the Director of Community the position is responsible of the following:
• The development of community administration procedures and ensure that they are aligned with the overall community policies and procedures.
• The development of the community budget inclusive of community costs and annual revenue forecasts in line with accounting principles and standards.
• Managing the gathering of monthly sub-developer utilities consumption information and ensure that they accurately reflect actual consumption.
• Managing the process of billing community owners and ensuring that invoices are dispatched in line with ERC’s financial policies and procedures.
• Managing the collections process and ensuring that outstanding payments are collected in a timely manner.
• Managing the resolution of invoice disputes with community owners and provide recommendations for pending disputes for appropriate action.
• Contribute to the establishment of a collections process that would minimise the collections cycle time and ensure that outstanding invoice payments are collected in a timely manner.
• Manage the development and implementation of community service procedures in line with ERC’s objectives.
• Create community service awareness to team members and foster a service-oriented culture to ensure community satisfaction.
• Manage the process of providing support to community owners with their issues ensuring community satisfaction.
• Report on community issues and provide recommendations for appropriate action.
• Reporting to the Managing Partner in Germany, the position is responsible of managing the call center activities in the MENA region.
• Managed the set up of a subsidiary hub in Egypt
• Developing and implementing innovative processes and assurance of quality standards adherence
• Responsible Single Point of Contact for SAP in order to have Telemarketing for MENA region up and running
• Trainer for initial SAP Level1 and A&G systems trainings
• Project management for all SAP Telemarketing campaigns for MENA region, Quality management, recruitment, SAP Trainer for new hired employees (Level 1), product training etc.
• project management
- preparing operational reports for client
- preparing financial reports
- preparing invoices and budgets
- forecasting revenue and direct costs
- management of a group of 24 employees responsible for Customer Care and Telemarketing
• Reporting to the Global Director Customer service with responsibilities for the team of which are highly specialized at customer activation, retention and win back. The team is responsible to conceive, recommend and implement targeted customer communications using all viable channels (on and offline) to increase activation and retention with an overall emphasis on yield.
• Review customer communications to maximize results and player lifetime value
Ensure all customer communications are up to date and promote relevant offers to specific customer groups
• Work with multilingual target group and multilingual communications
Work closely with data analytical team to ensure all customer activity is segmented and tailored
Analysis and report on the results of all customer activity and improve results systematically
Handle, monitor and optimize our outsourced customer service
Monitor the cost effectiveness of activities to maximize lifetime player value and return on investment.
The position involved the handling of all routine back-office functions, such as documentation, telephone answering, telesales, regular payments and responding to customer enquiries and requests for services.
Reported to the Regional Director with responsibilities for management, training and development of typically 25 staff and monitoring the quality of the total service provided.
The Customer Service Centre was established in 2002.
This involves the handling of all routine back-office functions, such as documentation, telephone answering, telesales, regular payments and responding to customer enquiries and requests for services.
Reported to the Regional Director with responsibilities for management, training and development of typically 35 staff and monitoring the quality of the total service provided.
The role involves the supervision of all processes which lead to and result from a change in Orbit’s products, policies, organizational structure and/or roles, the billing system set-up, etc. It includes, but is not limited to, conducting impact analyses - and making recommendations - in response to change proposals. Subsequently, the role is charged with communicating any changes made to policies, procedures, etc. to all relevant Orbit staff members, dealers and others. The role is also tasked to ensure, when necessary, the product file is updated. It also is responsible for the supervision of the revision of customer service forms and related documents. In addition, and instrumental, the role is responsible for the supervision of the revision of any procedure and policy documents affected by changes to policy, product. and any other relevant areas, And, finally, the role handles the oversight of changes to the collection processes set-up required as a result of policy.
Reported to the Centre Manager with responsibility for the staff resources encompassing work schedules, time records and ensuring that all internal controls were implemented so that work was completed to high standard of accuracy in accordance with company policies and procedures.
Conducted formal performance reviews of all direct reports and monitored the reviews of their staff to ensure standards were maintained.
Handling customers’ queries, subscriptions, renewals, requests, and complaints. Following up with all customers’ to maintain a perfect image and an excellent result. Working on outgoing campaigns as well as incoming according to job requirement. Always bringing up new ideas and suggestions in order to improve the job. Being creative and thinking outside the box at all times to secure handling the customers’ needs in perfect timing.
- Performed bank reconciliation
- Processed the daily journal entries
- Entered monthly journal entries and completed account reconciliation
- Processed invoices and account payables/receivables