Mohamed Abaza

▪ Led a team of CRM Agents in planning and executing
CRM campaigns aligned with overall marketing strategies
and customer engagement objectives.
▪ Developed and launched Campaigns to promote vehicle
offers, service reminders, and seasonal promotions,
increasing customer retention and service centre visits
▪ Supervised daily CRM operations, established KPIs,
implemented quality assurance (QA) processes, and
monitored team performance to ensure high service
standards.
▪ Played a key role in the implementation and
customization of the Microsoft Dynamics CRM system
to support lead tracking, test drive follow-ups, and post-
sale engagement
▪ Collaborated with the sales team to enhance lead
conversion
▪ Served as Acting Marketing Manager for 5 months,
overseeing integrated campaigns across digital, print,
showroom, and event channels.
▪ Managed the marketing budget and optimized resource
allocation to maximize ROI, while maintaining strong
relationships with external agencies, Newspapers and
vendors to ensure timely delivery of marketing materials
and services.
▪ Developed and executed marketing strategies to increase
brand awareness and contribute to revenue growth,
including organizing events such as car shows and
product launches.
▪ Oversaw digital marketing campaigns, including social media Ads,
and dealership website content to increase online engagement and lead generation

• Managing the day-to-day activities of the team
• Monitor team performance and report on metrics
• Develop team strengths and improve weaknesses
• Identify team goals and evaluate team progress
• Organize team initiatives, Resolve conflict & Coach team members.
• Motivating the team to achieve organizational goals
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Set clear team goals and KPIs
• Delegate tasks and set project deadline

• Communicating with customers through various channels “Online chats, email & phone calls” in Middle East & North Africa Region.
• Resolves product or service problems FCR by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction and following up to ensure resolution through all company brands “Starbucks, H&M, Debenhams, Mac, Pottery barn, Victoria's Secret, Bath & Body works etc...”
• Providing customer satisfaction to both internal and external customers according to the company policies.
• Encourage customers to complete surveys & assist store teams in HR inquires, Refund & Exchange policies and exceptional approval for store & E-commerce shopping.
• Escalating problems, summarizing any additional actions required and advising customers when they can expect a final response
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Take the extra mile to engage customers &work with customer service manager to ensure proper customer service is being delivered
• Take payment information and other pertinent information such as addresses and phone numbers, Place or cancel orders

• Schedules service appointments and receives vehicles information for Lexus & Toyota Automotive in Kuwait.
• Promote vehicles specifications, prices & Stock availability while adhering to company procedures & policies
• Handles customers complaints and ensures high customer satisfaction standards.
•Promote new products, services and inform customers with our new Promotions while adhering to the companies’ policies & procedures.
•Delivering customers inquires, complaints, feedback & suggestions to the specialized and concerned teams and the right channels.
• Maintains customer rapport by explaining estimates and expected return of vehicle.
•Responsible for taking inbound phone calls that come into the call center which may involve customer complaints or processing product orders.
• Transfer customers calls to relevant showrooms, garages..etc when its necessary.
• Creates workflows related to specific work areas.

•Creating the weekly Schedule for the CMS team.

•Monitoring agent’s calls and sending the evaluation to the concerned operations units.
•Managing CMS team KPI's & Customer service orientation.
•Escalating problems and complaints received through social media, international brands websites & telephones; summarizing any additional actions required, advising customers when they can expect a final Response, drafting and sending out correspondence.
• Sending the requested complaints reports to the operations and marketing departments with main points briefed.
•Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly.
•Create smooth communication channel with other departments to resolve customer problems & requests when needed.
•Follow up customer’s related cases & feeding back customers with the final status.
•Update customer profile & Provide customer feedback to management team & system with all customer demands or inquiries.
•Making fair, impartial decisions on whether to uphold a complaint in line with company / regulatory Frameworks.
•Apply the service quantity standards & service scheme in all contacts in a friendly & efficient manner while maintaining Kout food Group standards.
•Provide customers with all required information related to the company services & procedures.

•Promote new products, services and inform customers with our new Promotions while adhering to the companies’ policies & procedures.
•Responsible for taking inbound phone calls that come into the call center which may involve customer complaints or processing product orders.
•Delivering customers inquires, complaints, feedback & suggestions to the specialized and concerned teams and the right channels.