Mahmoud Alyousef

• Manage the activity of CC agent and Porsche CPM Department • Review and prepare Customer Journey Process across all Group Function • Manage Data Clinsing and date Scientist Team • Design and supervise Department Action plan for processes in terms of weaknesses and improvement future plan • Build strong relationships with existing customers ( VIP ) • Event Management ( Product Launch, After Sales, Track experience ) • Porsche KPI’s Handler • Marketing Campaign Planning and prospecting

•Manage the activity of 65 CX / CC agent ( Head Office / Regional )
• Review and prepare Customer Journey Process across all Group Function
• Design Conduct NPS / CI Survey for Sales And After Sales
• Manage Data Chinsing and date Scientist Team
• Design and supervise Department Action plan for processes in terms of weaknesses and
improvement future plan
• Customer Care Training for ( call center, Customer care agent, sales and after sales front staff ) on
customer handling, CRM system, communication skills ( yearly )

 Customer Care Manager in UMC - United Motors Company 01/10/2018 - present

• Manage the activity of 14 Customer care agent ( Head Office / Regional )
• Review and prepare Customer Handling Process for the after sales team
• Customer Care Training for ( call center, Customer care agent, after sales front staff ) on customer handling, CRM system, communication skills ( yearly )
• Review and approve the official after sales document and policy
• Legal Consultant in regards to Consumer complaint in the court of Ministry of commerce
• Prepare the Monthly Complaints Analysis ( reports, presentation, root cause analysis )
• Handle the VIP Customer Complaints ( Management Complaints, HQ of FCA complaints

CRM operation management

handling the customer complaints and arranged services upon there request

Achieve new sales with a weekly target and handle the complaints

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