Islam Fouad Mohamed

-Responsible for providing a productive and motivating working environment, Increasing profitability.
-Customer lifecycle management (CRM 360) including campaign planning, data analysis, execution, reporting, implementing recommendations, and new ideas.
-Managing customers' accounts circles through Autoline Drive , business intelligence tools.
-Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
-Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
-Executing multi-channel campaigns via email, SMS, push aimed at driving user engagement, retention, and overall experience.
-Managing post-campaign analytics and reporting back to key business stakeholders and leading the ongoing campaign optimization.
-Creation and definition of performance measurement reports based on the CRM KPIs covering all scopes of the business (Sales, After Sales, and Marketing).
-Constant review of the database to ensure the highest possible data quality

-Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
-Responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
-Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
-Provides continual evaluation of processes and procedures.
-Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
-Provides statistical and performance feedback and coaching on a regular basis to each team member.

Responds promptly and professionally to all visitors and incoming telephone calls to provide an exceptional customer experience. Support sales and service teams to achieve their objectives
Develops customer Relationships
• Demonstrates the JLR Customer first Behaviors in all interactions with customers and colleagues
• Builds effective relationships with customers, striving to meet and exceed their expectations
• Communicates clearly, asking questions to find out what assistance and information customers require and records information provided
• Ensure colleagues in sales, service and Parts teams are provided with accurate customer details.
• Ensure all customers queries are dealt with in a professional and friendly manner.
• Ensure all telephone calls are dealt with according to Dealership standards and guidelines.
• Handle dissatisfied customers courteously, involving the relevant colleague or manager to achieve a resolution.
• Encourages visitors to brows the showroom and use the facilities available while they wait.

To help and guide agents while answering all telephone calls made to Kout Food Group and ensuring to provide excellent service to all callers, both customers and non-customers alike and to identify all agent needs and find solutions to fulfill these needs, either directly or through other KFG channels. To increase Kout profitability by identifying potential opportunities to promote the sale of Kout products and services where appropriate. To support management team

• To deliver and maintain a high standard of telephone service to customers,
• understand their specific needs and provide suitable solutions
• To build a good customer relationship
• To handle customer feedback and complaints

Account Advisor At Raya Contact Center In Project (Etisalat UAE) In GQ Department (General inquiries And Mobile Applications)

Worked in Trade Finance Department.