ماهر عيسى

•Built and initiated the CRM Department to ensure highest standards of ongoing positive relationships with customers

•Implemented customer facing touch points based on research findings and market demand to ultimately provide and exceptional customer experience for the business

•Initiating and leading the CRM operation and designing a 3 years initial road map with ensuring proper implementation and resources productivity on deliverables

•Establishing, developing and Leading the call center operation for both Inbound and Outbound efforts by ensuring highest standards of agents’ punctuality and productivity levels

•Enhancing existing customers database to be better utilized for future prospecting purposes and to ensure having high customers’ profile visibility

•Propose and execute changes in processes to increase Customer Satisfaction Index (CSI), retention and loyalty rates

•Establish a proper Complaint Management System for both sales and after sales operation

•Work closely with marketing, sales and technology (Website) to ensure having a strong leads management process and follow up system to support customers’ acquisition plans

•Create detailed monthly reports for management reviewing customers’ CSI, inquiries and feedback

•Implement Lost Leads follow up process, carry root cause analysis behind lost leads and set action plans accordingly

•Lead continuous follow up with existing customers for several purposes such as:
oCustomer satisfaction
oUpselling and Cross Selling activities
oAnniversary call after 1 year and 2 years
oUpdate customers’ database and improve data accuracy
oService retention activities and ongoing Service Reminders
oAppointment booking, confirmation and rescheduling
oAll related products mailing and customer communication calendar

CRM Manager (Chevrolet, Cadillac and Hummer)
• Represent Alghanim Automotive Division in all abroad meetings for General Motors
• Initiating and leading the CRM operation and designing a 3 years initial road map with ensuring proper implementation and resources productivities on deliverables.
• Developing customer retention programs, loyalty programs, and improving sales to ensure efficient ROIs
• Initiating lead management system to ensure proper converts of all customer inquires and leads into sales
• Developing a comprehensive automated customer complaint management system to ensure systematic compliant handling procedures and increasing customer satisfactions
• Driving all CSI (Customer Satisfaction Index) activities for both sales and after sales operation with continuous overall satisfaction improvement and proper actions taking
• Managing all call center operation to ensure providing outstanding customer service experience for both Inbound and outbound operations
• Creating a comprehensive call center agents incentive program to boost productivity, improve performance, and define areas of opportunity
• Report directly to the Vice Present on all operations performances through very analytical reports and presentations
• Responsible for all customer communication touch points through their lifecycle such as anniversaries, appreciation events, seasonal mailings, and supporting marketing activities to drive best marketing strategies implementation.

Awards and Recognitions
• Led the CRM team at Alghanim to win the CRM annual challenge for the Middle East operation for all GM dealers (18 dealers) for three consecutive years (2008, 2009 and 2011).
• Was awarded an honor certificates for being best CRM leading performers in the middle east region in 2009