Business development senior specialist
OTRAC Heavy Equipment
Total years of experience :16 years, 3 Months
-Survey new products.
-Survey market needs.
-Handling events and fairs.
-Study customer requirments and provide suitble solutions.
-Working on attracting new dealership and new product line of heavy equipment.
Responsible of supervision of all CRM activity
handling customer retention project
handling customer value management studies
assist in launching of SAP CRM
handling all CPA and FCA escalated complaints
assist in preparation of events and motor show
1. Handle the customer complaints and reporting the important issues with escalation plan to AA top management 2. Follow up the call center performance and evaluate the service on monthly basis - responsible of all the call center projects and CRM 3. Responsible to prepare and send weekly report of customer satisfaction 4. Responsible to monitor the different types of complaints and reporting to AA GM 5. Responsible to update the customers issues on CRM system and follow up the CC activities throw CRM reports 6. Responsible to submit the monthly reports of ŠKODA AUTO - complaints analysis 7. Submit the monthly report of ŠKODA satisfaction survey for main service center & dealers 8. Deal with ŠKODA auto forward complaints handled and send the feedback to ŠKODA 9. Follow up the daily reports of complains and update it with ARTOC AUTO call center 10. Responsible to ensure that customers satisfied from our services & providers. 11. Responsible to represent ŠKODA and ARTOC in front of Consumer Protection Agency (CPA)
-Responsible of handling all complaints Related to Giza service center through call center of consumer protection agency.
-Handling incoming calls through call center .
-Follow up with customers to make survey about their satisfaction of service.
-Preparing reservation for service center according to workshop capacity.
-Preparing Daily & Monthly Reports of Customers Visit Data and Workshop Daily Operation.
-Responsible of Creating filling system of service center.
-Working as a Retention agent as a member of the C.R.M team in Egypt (7 Months).
-Working as Direct Sales Agent Indoor (3 Months)
-Apply and implement the service quality in handling customers' inquires and complaints in a friendly and efficient manner targeting customers' renewal.
-Follow up with customer, branches and sub branches in anticipation of the completion of the selling process.
-Preparing survey and statistics related to the number of customers' renewals and rejections.
General law
