Ali Hachem

• Built CRM department, Call center, customer care and Leads Sales team.
• Processes and manuals handled and scripted structure added for the organization
• Business development Support
• Achievement of VRM and CSI for Brand Companies Quarterly and Yearly.
• Internal CSI related to Sales, Aftersales and other departments.
• MTD and YTD reports to GM and Owners for weak points and improvements suggested to be implemented.
• Deal with all kinds of customers issues (Walking in, fax, emails, phone)
• Represent customers in head meetings for improvements and considering their opinions
• Managing Data submission to mother companies and third parties
• Analyze the Market share and action upon market needs and company requirements
• Sales Funnel Management (SFM) fully responsibilities
• Customer loyalty programs
• Cold, warm and hot Leads programs and follow ups
• Make sure critical issues with customer get solved or reconsidered more than once for his satisfaction.
• Rebuilt and organized Call center
• Call center operator fixed and improved.
• Built a professional team that handles and assist customer’s inquiries.
• New and extra tasks for call center.
• Monitor 24/7 road assistance.
• KPI program/monthly bases.
• Sales Calls, dealing/handling.
• Vehicle Parts sales/assistance.
• Agencies (BMW, LR, ROLLS-ROYCE, MINI COOPER AND MACLAREN) new brands and marketing.
• Reports for Sales team for received Sales calls, details of callers and interests.
• Reports for Marketing for received calls and its sources.
• During Campaigns, full support from call center to sales and marketing teams.
• Organize frequent trainings for latest updates regarding our brands
• Walking in customers inquiries and details for the BMW vehicle interior and systems (Connected drive)
• Direct contact with Mother Company for the agencies, in case of inquiries or issues.
• CRM data and details following up and corrections
• Receive Complaints, filters and assist
• Questioners for customer after vehicle delivery from workshop/body shop
• In charge for after sales calls and diversion
• After sales appointments for workshop…organize the garage load
• Telesales
• Tele Marketing
• Tons of emails and follow ups per day...
• Etc…

• Started as Call Center agent in Jazeera Airways
• One of the assets of building the call center for Jazeera Airways in 2004
• Built and created customer relations department in Jazeera Airways in 2006
• Handles all kinds of complaints (lost bags, lost flight, flight cancellations, general inquiries, claims)
• In charge for received complaints through: walking ins, mobiles, land lines, faxes, emails, through helpdesk, ticket desk, check in counters, out stations etc…
• Make sure it is solved.
• Make sure we did our best to serve our customer within our policies/exceptional
• Authority for exceptional orders under humanity and customer service prospective
• Processing refunds and credits
• Following up with Finance for any delay.
• Authority to offer compensations.
• Training any new agents and team leaders for (Call center, Sales and Customer relations) for customer services, policies and Systems
• Team up to 9 staff
• Responsible for Exceptional cases for and from travel agencies and Jazeera Airways global sales agents (GSA)
• Tons of emails per day dealt and solved without any delay
• In charge of operating the re-scheduled and cancelled flights contacts
• Prepare, send, and receive surveys from customers and out stations managers, and have full investigations with them if required then in charge of writing the analyzing reports for VP’s and CEO.
•Fully support with internal control department and investigations with any suspected fraud issue.
•Weekly reports for service quality and recommendations to improve
•Make sure service quality doesn’t drop.
•Cooperation with marketing for sales plans and published articles.
•Recommendations and suggestions to edit the conditions of carriage and company main policy.
•Fully responsible with DGCA and legal Court cases investigations and official written responses in cooperation with Industry affairs Vice President.
•Reporting to Sales Vice President

One of the 5 stars restaurants in Lebanon/Beirut/Verdun.

Services our VIP customers in best and most profession way, no mistakes are permitted.

This work was during my educational period.