باسم علام

Team Leadership: Supervise three specialized divisions within the Customer
Relationship Center (CRC): Performance, Special Operations, and Quality.
Manage shift rotations, vacation schedules, and conduct performance
evaluations.
Campaign & Lifecycle Management: Collaborate with marketing teams to
design and implement targeted SMS and WhatsApp campaigns. Developed
automated lifecycle workflows, including showroom reminders, birthday
wishes, and service reminders, tailored to specific luxury brand guidelines.
Performance Tracking: Monitor high-volume leads across social media, web,
and phone channels, ensuring accurate mapping to sales executive
portfolios and campaign codes.
Quality Assurance: Conduct monthly call audits, optimize communication
scripts, and train team members to enhance their scores during corporate
mystery shopping evaluations.
Retention & Strategy: Forecast and generate lists of service bookings and
lost sales to improve retention. Oversee the verification of demographic data
(emails, phone numbers, and addresses). Collaborating with CRC, marketing,
sales, and service managers to develop new strategies and enhance current
and anticipated customer interactions, alongside headquarters and regional
offices for all brands, through dinners, track events, and other special
occasions throughout the year.

Operational Auditing: Evaluated and reported on the performance of
customer service agents, special operations teams, sales, and service
advisors.
Survey Frameworks: Managed data collection via a four-tier survey
framework (Prospect, Post-Sale, Lost-Sale, and Post-Service) to capture
customer sentiment.
Complaint Resolution: Accelerated complaint resolution times by directly
handling escalated issues and routing actionable feedback to department
managers.
Onboarding: Facilitated training programs for incoming front-line staff on
script compliance and brand communication standards.

Brand Growth: Coordinated marketing campaigns and influencer
partnerships for Moishi Cafe, Dairy Queen, Epsa, and Thaicoco, growing the
Moishi Instagram account from 700 to 2, 607 followers.
Content & Assets: Handled product photography, artwork design, and local
supplier management.
Sales Tracking: Analyzed purchase orders and sales data to identify and
implement growth strategies.

High-Volume Operations: Managed 150-250 inbound calls and resolved over
100 tickets daily across 5 e-commerce platforms.
Leadership Support: Appointed as acting Team Leader to supervise 5 agents,
managing daily workflows and training new hires.
Cross-Functional Support: Assisted social media, marketing, and finance
departments with customer inquiries and transaction verifications