Head of Marketing & Customer Service department
Fidelity Insurance
Total des années d'expérience :14 years, 8 Mois
• Participate in managing the business planning process, process design and process development.
• Set objectives for the department and ensure their implementation by all team members.
• Prepare the department's plan and budget.
• Supervise, train, evaluate and discipline Marketing & Customer service department team.
• Manages Fidelity's brand by projecting the proper image
with high consistence to the clients.
• Manages execution of marketing campaigns with the coordination of the advertising agency.
• Executes and monitors the implementation of design and printing procedure.
• Plan and manage Fidelity's social media platforms.
• Identify the latest trends and technologies affecting the industry.
• Evaluate important metrics that affect the website traffic, service quotas, and target audience.
• Organizing and branding company's events.
• Handles complaint management process.
• Measures the customer satisfaction level of each sales channel through analysis report communicated to top management.
• Generate reports of retained customer profitability.
• Delivering a comprehensive service to enquiring customer.
• Managing a large number of incoming calls and emails.
1. Working on IMS advanced insurance system.
2. Dealing with the branches.
3. Receiving customers' declarations for accidents directly at office.
4. Starting the process from creating a claim, when it is occurred, and solve it to the end.
5. Sending and receiving business mails inside and outside the company dealing with garages, brokers, agencies...
6. Damage detection and inspection after receiving the quotation and pictures via email from the agencies or garages.
7. Dealing with brokers, spare part shops, garages, car brand companies' workshops, brokerage...
8. Direct contact/supervision with/from the Motor Claims
Manager.
Solving claims related to the motor department, and in charge of the spare parts department for the head office and all branches.
Supervisor at Up & Away (Le Mall-dbaye) -Group JWA
Supervising employees, Cashier balancing, Stock keeping, Customer service, Problem solving...
o (Summer 2011) -Sales advertising at Librex-Ritelli (jal el dib)
General Cashier
Owning a cellular and computer hardware store.
2016 - 2019