Firas Ahmed kurdi

Tasks and Responsibility:
 Monitor relationships with existing customers
through Salesforce system
 improving the customer's satisfaction indicators over
the product and the service
 Managing the customers life cycle to ensure that all the customers' stages are handled in proper way
Analyze the Customers satisfaction indicators to detect the customers satisfaction trends
 Identify dis-satisfaction reasons and take actions to fix it.
 Set specific CRM strategies to retain customers
 Ensure the CRM system provides an effective sales
 Assist with organizing promotional events to reach prospective customers
 Review and select CRM software’s that meets our company’s needs
 Planning, managing and delivering CRM strategy
 Manage the escalation of customer complaints which assigned via call center, survey and social media
 Building collaborative relationships with the keys customers to gain a great understanding of customer satisfaction reason
 Analysis and reporting on campaigns effectiveness in terms of traffic, acquisition,

• Lead the sales operation team and ensure that the team consistently meets or exceeds daily sales performance metrics.
• Develop and establish strategic plan and design of sales & market development together with the sales management and channel heads (Direct/Indirect)
• Train and improve staff capacities on distributions standards;
• Supervise point-of-sales (POS) operations and file daily and weekly activities ( new POS activation, registration, POS coordinates, dealers monthly achievement )
• Analyze performance metrics data and leverage it to effectively coach and develop the Sales operation team.
• Responsible for the development and implementation of new processes and procedures for effective and efficient team operations.
• Identify opportunities and weaknesses within territories and make proposals to create value and increase operational efficiency.
• Continuously research and remain knowledgeable of industry trends and competition.

• Managed and motivated the sales team to increase sales revenue and ensure efficiency. That drove to achieve sales target
• Restructured the retail sales function empowering the shops supervisors which drove to a better customer service
• Reshaped customer care organization through effective recruiting, managing and coaching, which raised the skill level and changed the customer care culture from reactive to proactive and accountable.
• Effectively led team to improve business results and maintained high level of team morale while working in less than ideal work environment
• Managing the retail and franchises shops
• Analyze the daily sales report to detect the sales trends
• Set the right standards and directions for the showrooms supervisor to be reflected on the company showrooms
• Monitor the stock availability, stock distribution and inventory level in all showrooms on a daily basis
• Follow up with the warehouse in order to confirm receiving the order to all the showrooms
• Manage the Call center daily activities and tasks ( Call center & Support team )
• Monitoring of shift planning & overall Call Center performance
• Monitoring of KPIs & SLAs for Call Center and ensure timely and accurate reporting for all CC Activities
• Manage the escalation of customer complaints which assigned via call center, website, outbound call and social media
• Measurement & assessment of CC agents performance, through a statistical quality control acts & submission of Quality Control reports via monitoring a phone calls with the customers
• Analyze the complaints to prevent reoccurrence of these complaints
• Manage Back Office team & operation with all of its channels (loyalty and retention, Contracts registration & archiving )
• Monitoring the contracts registration process in a way that ensure an accurate data registration
• Managing the electronic archiving process for all the customers' contracts
• Manage the timely & satisfactory resolution of customer complaints that could enhance the customer satisfaction
• Manage the churn management model that aims to predict churn, and take actions to reduce churn
• Identify churn reasons and take actions to reduce churn ratio.
• Develop an analytic tools to track the customer behavior to predict churn
• Establish customer life cycle control process that leads to reduce the churn

• Follow up with customers, by giving them feedbacks and advising them with the appropriate action that should be taken in their case or by making sure the problem is solved instantly.
• Answer customers questions in a timely and professional manner
• Maintain quality customer relationships by addressing questions and concerns with accuracy and professional understanding of all customer concerns
• Possess an awareness of the products and can explain the benefits and features
• Selling the products ( the lines and the scratch cards ) to meet the customer needs
• Work with customer service manager to ensure proper customer service is being delivered.
• Lead and coaching the customer service representatives over the shops

• Follow up with customers, by giving them feedbacks and advising them with the appropriate action that should be taken in their case or by making sure the problem is solved instantly. • Answer customers questions in a timely and professional manner • Maintain quality customer relationships by addressing questions and concerns with accuracy and professional understanding of all customer concerns • Possess an awareness of the products and can explain the benefits and features • Selling the products ( the lines and the scratch cards ) to meet the customer needs • Work with customer service manager to ensure proper customer service is being delivered. • Lead and coaching the customer service representatives over the shops