CRM Director
M2 Developments
مجموع سنوات الخبرة :16 years, 1 أشهر
Are as below
•Responsible for M2 CRM strategy and operational execution, to maximize profitability through effective revenue stimulation and churn management activities
•Responsible for setting and managing M2 overall Customer Experience strategy along with its related operations and processes
•Set foundation for Base Management strategy through profiling and segmentation, in order to develop tailored made Real-Estate products and services propositions
•Manage M2 Operation, Reporting & Research Team, producing all Customer Insight, Sales, Marketing, Customer Care, Contact Center, Mystery Shopping, Market Research and Competitive Intelligence reports and analysis for M2 executive management
•Support top management decision making process by developing strategic studies and data analysis, helping measuring business performance and identifying operational as well as strategic gaps
Established in 2005 to support Qatar’s growing economy and to co-ordinate the country’s real estate development priorities. QATARI DIAR creates distinguished property developments with local culture and lifestyle experience to attract tourism and residents generating sustainable and tangible socio-economic benefits. QATARI DIAR’s vision is to become the most trusted and effective real estate Investment Company by focusing its value proposition on the creation of quality, well-planned and desirable sustained developments. QATARI DIAR also provides local and foreign property developers with further opportunities to invest in numerous projects across the globe, including but not limited to Qatar, Syria, Morocco, Egypt and Europe. QATARI DIAR owns 45% of BARWA Real Estate Company’s shares.
Are as below
•Responsible for Qatari Diar CRM strategy and operational execution, to maximize profitability through effective revenue stimulation and churn management activities
•Responsible for setting and managing Qatari Diar overall Customer Experience strategy along with its related operations and processes
•Set foundation for Base Management strategy through profiling and segmentation, in order to develop tailored made Real-Estate products and services propositions
•Develop and manage a comprehensive research framework producing a complete health picture of:
•QD Customer Experience & satisfaction, Brand, usage & attitude, market sizing and market segmentation
•Manage QD Operation, Reporting & Research Team, producing all Customer Insight, Sales, Marketing, Customer Care, Contact Center, Mystery Shopping, Market Research and Competitive Intelligence reports and analysis for QD executive management
•Support top management decision making process by developing strategic studies and data analysis, helping measuring business performance and identifying operational as well as strategic gaps
•In charge of reviewing, revamping and reporting-on QD functional KPIs, ensuring it is in line with both the local market dynamics as well as the
Emaar Misr for Development S.A.E is the wholly owned subsidiary of the UAE-based Emaar Properties PJSC, a global property developer. Emaar Misr is one of the largest foreign direct investor in Egypt’s real estate sector with an investment portfolio of EGP 31.67 billion. Emaar has identified Egypt as a key market for growth, and has announced four key projects: The EGP 12 billion Uptown Cairo; the EGP 10 billion Marassi, a 1, 544-acre tourist and residential destination at Sidi Abdul Rahman; the EGP 6 billion Mivida residential community located at the fifth district; and the EGP 4 billion commercial cum residential development on the Cairo - Alexandria desert road, which also features the largest outdoor shopping and entertainment destinations in the country, Cairo Gate
Lead first line of support to
Ensure effective and efficient day-to-day performance of the High Value Representatives.
•Ensure the adherence of the team members to the Customer Operations department policies, procedures and standards.
•Provide support to the High Value team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions.
•Develop and improve processes to maintain the highest level of customer satisfactions.
•Provide a high level of quality monitoring to insure a dedicated continuous progress of the team.
•Implement one-stop-shop where agents are able to serve the customer needs in a single call.
•Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customer’s satisfaction.
•Analyze the daily team performance.
In this position, the Vendor Site Manager will interface directly with the customer, ensure all service levels of the contract are met, and ensure all
Are as below.
•Resource management to meet service levels and back log of each division in the customer care.
•Forecasting the intra-day.
•Analyze the unexpected events and report it to the management team.
•Constant monitoring on the queues of the whole department, on the CC-pulse to achieve the service level.
•Complete analysis of the traffic patterns over the queue.
•Maintain record of agent’s attendance throughout the day and their adherence to the schedules and review the adherence at specific intervals so that it would meet the forecasting Analysis of agent’s productivity and identify deficiencies.
•Constant control over the floor to identify abnormalities and coordination with the supervisor (floor management).
•Plan and management of the off board tasks.
•Manage intra day exceptions on off board activities on request (such as presentations, unscheduled team meeting, one on one....) by forecasting the number agents to be off board so that it would not affect the service level.
•Maintain a high communication level, using available tools such as the knowledge base, to insure access of all resources to the message at the right time.
•Send daily report to the support services indicates the absence, tardiness and availability percentage of the customer care department.
•Use IEX (work force management software) to update all kind of daily exceptions, for customer care agents.
•Maximize the utilization of the WFM software.
•Ability to work on multi sites on shift basis and overnight
SMC Analyst: Keep the service level performance up to the SLA level, interact with other involved teams to improve, maintain and enhance the current and the upcoming services.
Are as below :
• Communicate, monitor, follow-up, and report any system's / GSM Network outages and ensure that any outage requested by Technology Departments (IT / VAS / NOP) is managed according to service level agreement.
• Manage system and network crisis and route the problem to the concerned party in timely manner; provide the COPS
With the estimated time and progress.
•Develop and review daily, weekly and monthly systems / GSM Network performance reports that reflects systems
Performance.
•Act as 1st. line of support & filtering point to any reported system / network problem.
•Track & follow-up users / customers problems through remedy system and ensure its resolution according to service
Level agreement (SLA).
•Provide basic trouble shooting & training to COPS users.
•Follow-up facilities (moves) projects to ensure that the project is implemented successfully in terms of PC availability,
Workability, etc.
•Key achievements:
• Provide performance analysis and statistics reports.
• Performance monitoring and assuring its compliance with the exist SLA.
•Work with the service delivery team and the other entities on maintaining the SLA and
Performance Improvement Plans.
•Reduce the mean time to repair MTTR for any occurrence failure and follow up with the entitled team to solve the root cause of this incident
Handling Workforce, HU, Trade line, Account angel tasks.
•To handle all cases, calls received through, premium /high valued customer systems, e-mails,
Referrals from other departments or employees, calls from the stores, effectively and within the
Agreed SLA.
•To achieve a high success rate in Quality performance customers based on their value.
•To create reports and analysis to provide the management team with the full picture regarding team Quality and productivity results.
•To handle the Fraud cases covering the Fraud team.
•To handle the escalations' from the call center to the IT spoc.
•To handle the projects and new application that will be lunched in the customer operations.
•Key achievements:
•Monitor the quality and effectiveness of the training on team results.
•Monitor the team tardiness and adherence and conformance and reporting it.
•Train High mid 20 team on Black Berry new product.
•Provide consultation as inquiry help desk for new classes in processing all invoicing requirements.
•Was one of the members of focus group that worked at updating the data key.
To execute specific and targeted actions in order to handle and exceed the expectation of premium and high value customers requests
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