Dana Al-Helou

• Lead and manage a team of Customer Success Managers to ensure high performance and professional development.
• Conduct regular team meetings to review progress, share best practices, and address any challenges.
• Oversee the onboarding, training, and continuous support of customers to ensure successful adoption of Bayts products/services.
• Monitor and analyze team performance metrics to ensure targets are met or exceeded.
• Prepare and present regular reports on customer success activities, team performance, and client feedback to senior management.
• Prepare the inbound KPIs and SL reports, both daily and monthly.
• Develop and implement strategies to improve customer satisfaction, retention, and growth.
• Collaborate with other departments such as Sales, Marketing, and Product Development to align customer success initiatives with overall company goals.
• Identify and implement solutions to improve processes and enhance the customer experience.
• Gather and analyze customer feedback to identify trends and areas for improvement.
• Use customer insights to inform product development and improve service delivery.
• Identify opportunities for process optimization and implement best practices to increase efficiency and effectiveness.
• Ensure that all customer success processes and procedures are documented and followed consistently.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Manage team schedules, workloads, and priorities to ensure balanced and efficient operations.
• Having One to One meeting with every agent in the team for any issue or fatal error.
• Giving Training to the new joiners.

• Search for qualified candidates in the market, request candidates for selection, work on hiring issues, and prepare new candidates offers, and apologize for unselected the position, duties,
requirements, and behavioral competencies in association with the requesting CVs from Bayt database to allocate the appropriate candidates.
• Coordinate with the manager/supervisor of the requested post to get the feedback on the given CVs and of the internal posting in coordination with the requesting manager, employees applied and the managers of the employees who in job fairs and career with Bayt clients in GCC as outsourcing recruiter.

• Maintain and distribute a variety of complex records, lists and files; type a variety of items including forms, letters, reports, special projects, and other materials.
• Liaising with management, staff, suppliers and clients; receive, verify and transmit information to other clients and personnel; obtain records and information as needed.
• schedule appointments and meetings and maintain appointment calendar.
• Coordinate with clearing Trace, track and expedite shipment Coordinate with drivers, vehicles, and clients.

Welcomes customers by greeting them; offering them customers by escorting them to racks and counters; suggesting customers by providing information on customer make selections by building customer confidence; offering suggestions and sale by creating or updating customer profile clientele informed by notifying them of preferred customer sales and future merchandise of potential to team effort by accomplishing related results as needed.