Director - Business Development & Customer Care
Ellington Properties Development LLC
Total years of experience :16 years, 2 Months
heading the business development and customer care departments.
Managing a team of BDMs overseeing India, GCC, UK, CIS, Africa and UAE.
Handling UAE, GCC, Africa, India, and London.
Relationship building of current agents for further development and growth. To establish new agents network. Find different ways to expand agents’ network and assist business development to form effective strategies, which includes agents’ presentation, training, support materials, bonus and incentive structure, competitive analysis, outdoor meetings, etc. Maintain regular communications and provide regular feedback to agents. Identify issues and areas where improvement is required to increase overall performance of the Agents Programme. Always stay Top-of-Mind with assigned clients. To maintain reports provided and provide feedback as established.
Relationship building of current agents for further development and growth. To establish new agents network. Find different ways to expand agents’ network and assist business development to form effective strategies, which includes agents’ presentation, training, support materials, bonus and incentive structure, competitive analysis, outdoor meetings, etc. Maintain regular communications and provide regular feedback to agents. Identify issues and areas where improvement is required to increase overall performance of the Agents Programme. Always stay Top-of-Mind with assigned clients. To maintain reports provided and provide feedback as established.
Managing a team of executives and monitoring the performance and assuring support is provided to meet KPIs. Sending portfolio feedback and report to senior management.
Analyzing clients business and offer ways to improve by using Apple products, Handling Exception requests and determining if an exception should be granted to cover repairs.
Managing new teams during nesting periods, providing product training sessions, monitoring team performance and sending daily And MTD reports to the upper management.
Following up with clients and escalation making sure the issue is solved and client is satisfied.
Contacting repair centers to follow up on the repair status and keeping customers updated to make sure the customer is satisfied at the end of his contact experience with the customer service
Handling customer complaints and insuring solutions and answers for each and every question, handling directed calls and trying to Collect or help figure out a payment plan for customer who are late for payments, also selling subscriptions and devices to the Customers.
Handling supervisor requests, credit and balance adjustments, transferring accounts ownership and promos requests.
Providing product training sessions
Selling tour packages customized and planed for groups, making reservations for flights, hotels, transportation and entertainment. Managing team of tourism representatives to insure the quality of service with all customers. Following on the customers and the Progress all over Egypt.
As Assistant tourism Manager. I managed the tourism operation team of Tour Operators and tour managers.
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