Hala Sayed

• Acting as PA\ EA for the Managing Director (Taking care of all the meetings minutes, Business and personal trips visas and bookings, Sending and following up for all the invoices and all other EA daily tasks)..

Business Development Support:

• Market research, client support with CRM
• Sales support
• Supporting the creation of I-AM’s thought leadership publications and ensuring that they’re circulated among the most relevant stakeholders

Marketing & PR Support:

• Updating the content on I-AM’s website
• Involvement with the creation, production and communication of marketing collateral
• Supporting the creation of thought leadership and research pieces and I-AM events

Office/Admin Management:

• Fulfilling the role of Office Manager (Ordering and managing supplies and suppliers)
• Preparing and sending invoices, dealing with vendor partners, managing company expenses
• Organising company travel
• Liaising with other I-AM studios
• Managing company regulatory documents

Client Servicing:
• Dealing with all invoicing matters (Issuing, sending, follow up)
• Client Entertainment ( Lunch, meetings and greetings preperations)

Major Responsibilities
 Handling all the HR, admin and PR tasks related to the office with the free zone (DAFZA) that includes (Recruitment, visa applications and renewals, staff leaves, airline booking, managing petty cash and all the office liabilities such as rent, bills, payments, lawyer and government relations).
 Handling (Auditing and research projects for key accounts that include market studies projects for ARA clients: Quantitative (CATI\CAWI\F2F).
 Hire, train, brief and debrief shoppers all over GCC, Middle East and Levant countries.
 Schedule surveys on system and follow up with shoppers for data entry
 Data correction for surveys from any spelling and grammar mistakes to meet the ARA standard for surveys.
 Communicate with clients, freelancers and ARA offshore offices.
 Attend client meetings in and out UAE.
 Prepare weekly and monthly required excel sheets and PPT presentations.
 Manage 4 call Centre agents for CATI and CAWI projects (Inbound and outbound calls). - For hospitals and automotive clients.
 Following up with clients and ARA head office in Lebanon to achieve the monthly targets.
 Soft skills and time management monthly training for agents.
 Quality control check as live listening and back check for the agents calls.

Project coordinator- Mystery Shopping and marketing research - Dubai ( Feb 2014- Till Now)

Handling Mystery shopping visits\ calls\ website jobs and Market research projects for Ethos’ clients

Management of market research studies and produces executive reports for both government and private sectors. Regularly coordinate with researchers and shopper to ensure the timely completion of projects. Finding and mentoring both new and existing mystery shoppers through training workshops and to ensure they are well aware about the mystery shopping purpose, process, client needs.
Summary of Duties:
• Customer Service measurement project management.
• Data analysis and Executive reporting.
• Questionnaire development.
• Project planning, execution and monitoring.
• Project Specific training for Mystery shoppers and Researchers recruited for various projects.
• Business analysis of service excellence (staff performance, reception, product knowledge, premises, call centre, website etc.).
• Quality Assurance of proofreaders, shoppers and researchers.
• Preparation and reviewing of Proposals and submitting invoices.
• Script writes the process to be followed during field work (Face to Face and Mystery shopping).

Contacting and matching Mystery Shopper's to available assignments.

Briefing shoppers on individual client program scenarios.

Recruiting for a specific areas and/or client projects (Recruit and train new mystery shoppers), recruiting in remote areas by traveling to these areas and recruit on spot.

Explaining the role and expectations of mystery shopping.

Participate in staff and/or project meetings via phone.

Monitoring the status of assigned shopping assignments.

Working to resolve shopper concerns and problems.

Hire new mystery shoppers in all areas, specially the remote areas

Recruitment:

• Collecting recruitment requests from the heads of business units and, clarify and revise
• Posting job adverts
• Sourcing CVs from different resources (Referred by staff or sent by email or on job portals)
• Screening candidates (Telephone/ F2F/ Walk in interviews)
• Organizing testing
• Arranging interviews/ Interviewing
• Evaluating candidates on all stages
• Organize the approval of candidates within the Company
• Preparing Offer Letters

On-boarding:

• Cooperating with PR department on labor and visa procedure
• Coordinating with candidates on current status and required documents
• Arranging flight tickets/ transportation / accommodation
• Submitting recruitment reports for manager and operations
• On boarding procedure ( preparing files/ submitting required forms within HR and submitting required documents and forms to PR department)
• Coordinating with training department on induction, training and orientation.
• Organizing and handling recruitment trips, traveled to Egypt three times to bring manpower.
• Handling formalities of joining (Medical process, Emirate ID process and new joining forms)

Employee Services:

• Providing and submitting forms (Cash advance, Passport realize, Leave request, Duty exemption, NOC etc.)
• Visa renewal / Emirates ID New and Renewal
• Discussing mystery shopping reports results with the operation managers and staff members

and responsibilities including but not limited to:
Answer inbound calls as well as assist customers who have specific inquiries
Build customer’s interest in the services and products offered by the company
Update the existing databases with changes and the status of each customer/prospective customer ( outbound calls to update customers profile )
Handling immediate customers inquires through live chat
Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Apply the proper telephone etiquette to satisfy various customer situations.
produce call reports
identify and escalate priority issues
follow up customer calls where necessary
complete call logs

Technical support for blackberry and IPhone
Handling billing issues
Helping UK customers of Vodafone to solve their issues in billing and also any technical inquiry as per the standard training.
Leading a call center team consists of 20-22 call center agent, helping them on their calls, train them on the updates received from client.

using inbound calls, outbound calls, emails and live chat with