Customer Care , Call Center & CRM Manager
ERA Commercial Egypt
Total years of experience :20 years, 9 Months
1. Create department from scratch
• Create manual
• Hire customer care team & give them tanning
• Create cycle for the dep
• Create reports(daily -weekly -Bi weekly -Monthly -Quarterly)
II. Call Center
1. Create call center system from scratch
• Implement the IVR
• Create script
• Designed the call routing
• Hire call center agent & give them tanning
IV. CRM & Brokerage managing system (Properties & Buyer Requests)
1. Pre implementation
• Member of the CRM committee
• Contact person between the sales directors & the Technical team
• Enhance CRM to the users needs
• Create reports
• Arrange work flow (request, compliant, Referral & info only )
2. During implementation
• Insure fields named by real state expressions
• Add pick lists
• Testing
3. After implementation
• Perform new requests from the users(need follow up, reminders)
• Create new reports for the users & extract data on excel sheet
• Add new projects details
• Create & deactivate users
• Quality control on the entered data
• Reassign clients to other agents
• In case of trouble shootings (bugs) contact the developer to fix it
IVI. CRM for Real Estate Auction
• Customizing the CRM to fit the auctions service
• Tran the auctions team
IVII. Report
1. Daily
• Follow up on all leads for the previous 2 days & add feedback on CRM
• Send complains to the branches, follow up with the branch managers & coordinators
• Send leads without feedback to the branches, follow up with the coordinators
2. Weekly
• Send report for the 2nd feedback missing regarding the neutral calls (no answer, closed phone, busy call later & to be called) send every Thursday to be shown on Sunday sales meeting
• Recall all complains for the previous week, is still exist send to the branch, follow up with the branch managers & coordinators to insure that the policy applied
• Recall leads with the neutral feedback regarding the customer service feedback
3. Monthly
• Send no. of complains for each agent to the branch manager & Sales Director
• Send no. of satisfied & Dissatisfied clients for each agent to the Branch Manager& Sales Director
• Send customer service leads feedback by agent to the branch manager
• Send leads history report to the Business development director& CEO
• Attend managers meeting every 1st of the month wit: CEO, Sales Directors, Business development director, Res & Comm branch managers, operation manager, IT manager & Marketing manager (with the Dep. reports )
4. Quarterly
• Classify leads by (property type, District, service type & Project) send to the sales directors (Comm & Res) CEO, Business development director.
• Media (E-Marketing, Direct Marketing & Indirect Marketing) & Closing Report send to the sales directors (Comm & Res) CEO, Business development director.
5. Annually
• create previous reports accumulated for all the year
• Send to all the company clients survey to insure that all of them are satisfied & get excellent service.
After every project campaign create report & make analysis regarding the customer feedback
• Assume the responsibilities of Branch Manager in the absence of the Branch Manager
• Maximize customer satisfaction with exceptional service and a quality environment.
• Assist the Branch Manager in achieving budgeted sales, gross profit, and expense lines within the branch.
• Assist in the selection, training, supervision, and evaluation branch personnel and to insure their attainment of high individual productivity and achievement of the responsibilities and duties contained in their job descriptions.
• Maintain favorable corporate community relations by dealing with customers directly and fairly, representing the corporation in positive, results-oriented activities within the community.
• Assist the Branch Manager to insure that all Company policies and procedures are followed in all aspects of the operations and insure that all branch personnel understand and comply with all state and federal rules, regulations and laws.
• Working within company policy, preserve the security of all Company assets.
• Maintain personal contact with customers and all employees on the sales floor to insure customer satisfaction and to act as a positive role model for all non-management employees.
• As directed by the Branch Manager, provide input for performance evaluations for branch personnel.
• Insure a regular preventative maintenance and sanitation schedule is followed and all safety procedures are implemented to guarantee the comfort and security of both our employees and customers.
• Additional duties as assigned by the Branch Manager.
• Coordinates between my branch internally and externally among branches and different company departments
• Receives and revises prospect forms, agreements, and listings from sales Associate
• Carries out all the magazine Procedures
• Responsible for organizing my branch according to a Specific System
• Attends Weekly sales meeting
• Assists branch members in preparing properties presentations as well as presentations concerning the departments services
• Responsible for collecting the properties from the Agents which will be inserted in the monthly magazine
• Carrying out buyers & Sellers follow up calls on clients & preparing status to be reported to the operation department
• Preparing On going Deals for Weekly Branch Meeting
• Monthly CB Journal, which includes market news, properties from each betna residential branches and success story on closed deals.
• Acting as Assistant Operation Manger while the operation manger is out of the office.
Works in a team with the sales Residential manger Manager and the sales agents in preparing presentations or proposals to clients.
• Handling complete filling system.
• Writing business letters.
• Responsible for organizing meeting.
• Responsible for solving problems.
• Customer Service.
• Answering phone calls.
• Secretarial work.
• Arranging appointments.
• Answering telephones, calls transcription, company emails, Send mail with couriers, pick up mail
• Arrange meetings as requested
• Inputting marketing and sales reports
• Telemarketing
• Teaching Library lessons.