Customer Relations Manager
Emirates NBD
Total years of experience :17 years, 11 Months
•Responsible for all the sales activities, specialized in Selling and renting.
•Responsible for our exclusive projects in Egypt.
•Online lead generation.
•Expert at real estate residential and commercial.
•Good business development and marketing real estate management.
•Strategic and visionary thinking.
Emaar Misr (March 2011- till October 2013):
Job Title: Sales Administration and Customer Support Supervisor
•Provide customers a unified experience throughout their life time across all touch points.
•Setting and executing CRM, and Customer Experience plans.
•Data Base Management.
•Reporting and Analysis.
•CRM system updating.
•Identifying new business opportunities, maintain key relationships and negotiating and closing business deals.
•Pursuing sales leads and prospective clients and building client relationships.
•Promote and maintain excellent customer relationship at all times.
•Making deals with and contracts with international and multinational agents for selling our products with a commission percentage.
•Identify and solve problems.
•Develop the customers by increasing the sales.
•Focus on the availability of our products.
•Ensure that our customers are provided with a high level of customer service in accordance with achieving customer satisfaction and adding value to the customer department.
•Furthermore, ensure that major customer issues are escalated to the management, and the internal obstacles are raised on an inter-department level.
•Monitor status and timely closure of SR (Service Request) on the system (Oracle).
•Submit reports for major customer issues by the end of each month.
•Being the focal point among the organization various departments. Internal issues which have impact on customer service and customer satisfaction levels should be addressed within the organization departments: (Finance, Legal, Development, Design, Sales, Marketing, Business Analysis, Facilities and Community manage, and property handover, along with the Top Management).
•Accurate and regular record of Customers Cases on Oracle for further preparations.
•Setting pricing strategy and product portfolio based on competitors products and prices.
•prospects and identify new business opportunities.
•Managing products inventory and availability according to market needs and trends.
•overseeing and monitoring sales offices as well as sales leads through Oracle.
•Manage new products launches, price changes and payment terms and offers/promotions.
•working closely with Finance and Legal departments.
•communicate sales activities, actions, sales ranking and results to upper management with recommendations of sales activities, actions, sales ranking as well as sales promotions.
•Setting Agent Relation Department to handle agent's sales and development.
•Manage and arrange all the events / exhibitions.
Emaar Misr (March 2010- till March 2011):
Job Title: Senior Sales Administration and Customer Support
Responsible for all sales administration activities, Develops and implements agreed upon Marketing Plan which will meet both personal and business goals of expanding customer base in the marketing area. Works within the sales and support my team to achieve my customer satisfaction.
•Managing the pre/post sales administration process including establishing the pricing strategy based on competitive products and prices and managing the products inventory and availability.
•Augmenting business/ profits by securing new deals, analyzing / proposing new business ideas to the management to tap opportunities. Handling products launches, price changes, payments terms and special offers / promotions.
•Developing and implementing policies, procedures / programs dealing with collections in order to minimize liability and loss to the organization. Verifying customers overdue, following up the payment with collection team, recommending those who are in default for termination based on the need of availability v/s inventory.
•Conceptualized business development plans to generate revenues and maximize profit margins by identifying high potential sales opportunities.
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DAMAC Properties-Egypt (2007-2010)
Job Title: Senior Sales Admin (from September 08 till March 2010)
• Handling the On hold and Pending Approval Cases by contacting the sales offices inside and outside Egypt.
• Managing between the Availability and the inventory according to the sales needs for a better business.
• Making approvals for all the URF’s that received from all our sales offices inside and outside Egypt, and see which will be approved, on hold and rejected.
• Handling the Contract Department issues.
• Helping our CRM department in solving their problems with our customers by cancel and transfer units, payment extension and cancellation.
• Handling some issues with our Recovery Team by solving our costumers issues by down grading or up grading their units.
• Some assignments assigned directly from the CEO or CFO.
• Tracking the MTD and YTD sales.
Job Title: Sales Admin Coordinator (from October 07 till September 08)
• I was handling PA, PANC and HP projects, where I was responsible for reviewing the manual (Unit Reservation Form) URF.
• Handling Park Avenue Project and Park Avenue New Cairo in matter of inventory and availability.
• Handling Hyde Park and Centre Ville apartments in matter of inventory, Availability and re-pricing the units.
• Arrange MTD Report, records keeping, Tracking and managing of sales promotion & schemes.
• Follow up with our sales offices inside and outside Egypt to get the pending approval cases done.
• Provide our sales offices with the data required in any of our projects.
Job Title: Sales Admin. Executive (from June 07 till October 07)
Job description: To provide the customer with all the needed information relating to the company's products and work hard on achieving all given business targets and exceeding it.
• Sending all the needed reports to Dubai on daily basis.
• Make booking over the system to reserve the units for the sales team.
• Writing the Unit Reservation Form (URF) with the clients and answering their inquires
• Handling all the cancellation requests.
• Receiving the checks and make sure of delivering them to the bank on daily basis.
• Coordinate with Finance department and sometimes handling some financial issues.
• Handling Expression of Interest (EOI) and Receipts with Finance Department.
• Managing all the documents and needs of the sales team.
• Provide customers with product and service information.
• Other duties as assigned.
• To provide the customer with our technical support, relating to the company's products, and work hard on achieving all given business targets and exceeding it.
• Identify, research, and resolve customer issues using the computer system.
• Complete all logs and reports.
• Follow-up on customer inquires not immediately resolved.
• Other duties as assigned.
• Provide on-the-job training for new employees.
• Data Entry and Filling.
• Quality Control (to maintain quality assurance service).
• Provide technical and non-technical alterations as per the client’s requests.
• Other duties as assigned.
And also I had a Post Graduate Studies: Post Graduate study: Diploma in Written and Simultaneous Translation Field of Study: Written and Simultaneous Translation University: The American University in Cairo- AUC