Marketing Specialist (CVM) - Business Development
Zain Jordan
Total years of experience :12 years, 0 Months
•Developing, implementing and managing cross-selling and up-selling campaigns using all available channels to increase revenues and offer extra value.
•Managing retention programs and campaigns that guarantee long term commitment and increase lifetime value.
•Customers profiling and segmentation across different channels covering behavioral, geographic and demographic aspects.
•Prepare CVM analysis and dashboards that guide different strategies and decisions; which includes monthly base reports, sales reports, churn reports, base movement, split of ARPU and age on network on daily, monthly and quarterly basis.
•Monitor and conduct all Revenue KPI’s in details and dashboards in terms of base growth and revenue movements in details including base, revenues, recharges per package and compare the numbers with the target needed, raise flags to other owners and managements with suggestions on next best action.
•Monitor and conduct post launch analysis and update the dashboards accordingly after the launch of each promotion in terms of uptake, total number of targeted segment, extra revenues and channel used to reach the customers.
•Support in building business cases for new promotional campaigns; by forecasting the uptake based on previous similar promotions and the target segment, the expected revenues and cannibalization and the opportunity loss.
•Run and monitor continuous detailed analysis that covers (customer behavior, channels efficiency, churn, ARPU and predictive analysis) to be able to launch campaigns to retain the customers, target them with the most efficient channels, forecast what will they be interested in and will help monitor the overall performance in terms of ARPU and base movement.
•Work with cross-functional teams to create and launch special retention campaigns driving loyalty and control churn.
•Work on potential hybrid offerings with internal and external parties to offer bundled packages/offer
• Develop and update the intranet E-knowledge tool
• Quality Projects: Analysis of advisors quality and knowledge based on different factors
• Prepare knowledge assessments for call center advisors to measure the knowledge level
• Give recommendations for improving training and refreshment sessions based on Quality and knowledge assessment results
• Manage and update IVR with latest products and promotions along with needed segments.
• Conduct root cause analysis after studying Cases and complaints solved by help desk.
• Assure Contact center environment readiness
• Daily Monitoring and feedback regarding Operation stations and observation
• Escalate repeated cases to related parties
• Providing support and guidance to advisors in handling customer’s requests/ complaints when necessary.
• Gather Feedback from advisors about customer satisfaction and problems, and reporting the related information to other department as appropriate.
• Participating in new advisors training and direct them to meet best quality in customer service.
• Reporting all system errors, bugs, Daily events, general events and feedback to responsible parties about any problems
• Achieving daily Contact Center KPI’s and targets
• Responsible for the security, Confidentiality & Integrity, of all information assets within his responsibilities in accordance with the company’s Information Security Policies.
• Implement management optimizing projects to enhance contact center and keep channeling feedback for new adopted approaches
• Check quality by evaluating calls for Customer service advisors
Submit coaching sessions for Customer service advisors, to follow up on their knowledge and quality.
• Submit MPR sessions for Customer service advisors, to follow up on their knowledge and quality
• Creating sense of ownership within the employees and resolving employee issues, if any.
• Developing and supervising a team of Customer service advisors and preparing their performance reports
• Continuous spot check for Customer service Advisors.
• Spreading knowledge through different methodologies.
• Make sure that Customer service Advisors abide by Contact Center rules & guidelines
• Responsible for C.C advisors morals.
• Submit a motivation and activity plan for Customer service Advisors to assure healthy, friendly working environment.
• Conduct monthly meeting with the advisors Review advisors monthly performance.
• Participates in designing call monitoring formats and quality standards.
• Handle customer complaints regarding wrong/missing information or/and quality issues.
• Give Quality session for new comers.
• Give complains awareness session for call center agents.
• Handle technical inquires that may occur with the customer’s internet subscription including ADSL, Wimax, Broadband
• Serve the customer in the best, and in the same time, fastest way to insure the customer closes the line with his problem solved and he is fully satisfied with the service
• Suggested few ideas to the Customer Care dept in which they implemented and helped improving customer service.
* Install and configure Ericsson Node B & Traffic Node
* Ericsson RBS & BSC
* Worked on Orange upgrading Traffic Node Capacity