CRM Manager
EIT KIA Motors Egypt
Total des années d'expérience :11 years, 3 Mois
Planning and delivering customer relationship management strategy across the company, encouraging
customer relation and customer loyalty.
Reporting the performance of the after sales facilities and suggesting the areas of improvement.
Complaint Management:
- Managing customer Complaints across all inputs such as:
1- Call Center.
2- Social Media (Facebook), KIA EG web site, KMC (KIA international Site), DDMS (Dealer development
Management System).
3- Walk in Customers.
4- CPA (Customer Protection Authority).
Customer Satisfaction Survey:
- Managing the Monthly and Quarterly Survey with All service centers.
Social Media Inquiries:
- Answering all customers’ inquiries posted on KIA Motors Egypt page on Facebook.
Spare Parts:
- Reporting the unavailable parts that lead customers to complaint and arranging with SP. Dep to provide the
unavailable parts.
Pepsi & Chipsy Egypt covering the dealer’s requests and complaints, all the quality complaints related to
the products, safety: reporting all the safety complaints related to the Pepsi & Chipsy cars & the near
miss accidents.
B- Coldwell Banker New Homes for real estate.
C- Nissan Egypt, Sales, after Sales Team.
D- KIA Egypt EIT “EGYPTIAN INTERNATIONAL TRADING” managing all project activities Sales and after
sales & Outbound surveys.
E- IBM “El-Hussein International” a factory for printing paper, it’s a sales projects and I’m responsible for
achieving the sales target per month.
2. Alissa Automotive in KSA the Authorized dealer for Nissan in KSA, covering the Sales, After Sale & Complaint
handling, as for the Outbound sales and after sales surveys to make sure of the quality of service provided by
Alissa team are up to the standard, From Oct 2011 till May 2013.
3. Bavarian Auto Group & Brilliance Automotive, Covering all sales and after sales activities, From Sep 2011 till in
March 2013.
4. Wadi Degla Club & E-Finance from Sep 2011 till Dec 2012.
5. Raya Distribution for Sales & Maintenance from Jan 2011 till Sep 2011.
6. Al Mansour Automotive, Nissan Egypt, American Chamber & Better Home for real estate from Jun 2010 till
Dec 2010.
7. VODAFONE as an Account Manager from Feb 2010 till Jun 2010, and my scope in this project is to manage 18
team leader & 600 Agent.
8. Bank of Alex Call Centre (In bound & Out Bound) as an Operation Senior Team Leader from Feb 2008 till Feb
2010.
9. Coca-Cola Egypt, Jotun, Dirham, Henkel & General Taxation association call centre Call Centre as an
10. El Margea Project as an operation Team Leader from Oct 2006 till Feb 2007.
11. Bank Miser for Two Months in Out Bound assignment from Aug 2006 till Oct 2006.
12. Arab Bank from April 2006 till Aug 2006.
13. AAIB Bank from Jan 2006 till April 2006.
14. Atheer Project: as a Customer Service representative From Aug 2005 till Jan 2006.
15. Mercedes Benz & Chrysler Egypt as a Customer Service representative from March 2005 till August 2005.
16. 3Com the telecommunication Company From Jan 2005 till March 2005.
17. Vodafone for 1 year as a customer service agent from Jan 2004 Till Jan 2005.
Job Description & RESPONSIBIITIES:
Operational:
proactively manages the operational requirements & KPIs assigned by the client, setting all the plans needed to
achieve the project targets, presenting the operational achievements to the client on monthly basis, documenting all
actions taken on time to improve the operations performance, managing the Team of "Agents & Team Leaders" and
coaching them effectively to achieve the project plan, in case of having a new scope, Implementing the new scopes in
the operations and creating its business process, Auditing the operations team to make sure that all of the Process
has been implemented correctly.
Financial:
Issuing the monthly invoices and include all of the supporting documents & cost of calls, managing the project cost
effectively to achieve the GP Target, Exceeding Clients expectations through adding more value to the service and
insuring the cost effective operations, contacting the client finance Dep. to follow up on the outstanding invoices, to
be collected on time.
Quality:
Ensuring consistency of the quality of service delivered, and Satisfaction Level to our Client & Customers, acting as a
first level of escalation in case of any negative feedback received by any client, observing the End User Satisfaction
Level through the monthly survey result & making the needed analysis to spot the areas of improvement.
Good