Finance And Administration Manager
Complete Car Care Center
Total years of experience :17 years, 7 Months
Defines financial policy, monitors its implementation, interprets divergences and reports to company management
• Advises company management on short-term forecasts and formulates proposals on the medium-term strategy
• Supervises accounting and the establishment of company and consolidated accounts
• Manages cash flow (outstanding accounts, debits, financing), investments and relations with banks
• Supervises monitoring of management control: planning, budget, reporting
• Implements performance indicators and advises operational managers
• Defines and improves administrative and accounts control management procedures
• Ensures administrative management of insurance and litigation
• Supervises and monitoring all issues of allowances, salary advances, travel claims and other financial matters; authorize payments due for claims and services.
• Supervise and maintain financial and administrative records and monitoring systems to record and reconcile expenditures, balances, payments, statements and other data for day-to-day transactions and reports
• Supervise, direct and monitor Customer Service Representatives activities.
• Ensure prompt, courteous and accurate responses are provided to customers.
• Prepare customer service monthly reports and handing them over to the Coordinator in charge at the beginning of each month.
• Ensure adherence to PHCC policies, procedures and practices.
• Monitor efficiency and quality efforts of personnel.
• Liaise with management of health center to improve overall image along with customer experience.
• Arrange workflow of Customer Service Representatives.
• Treat patients courteously and with respect.
• Prioritize assisting clients with their needs at the health center.
• Use Datix to process complaints and all other types of feedback in a timely manner.
• Provide customers with accurate information.
• Assist Customer Service Representatives with all their tasks.
• Recommend and implement new or improved systems to enhance and/or expedite work in consultation with in-charge Coordinator.
• Respond to clients’ and public inquiries regarding programs, services, policies, processes and procedures.
• Prepare and maintain role-related forms, records, files and/or other required documentation
• Mange the quality and consistency of data capture all customer touch points including the website, stores, competitions, call center and in store events.
• Present monthly reports and analysis to the top managers on the growth of the marketable customer database m developing initiatives to help and drive in store data capture including in store events and staff incentive schemes.
• Work with the CRM manger and CRM agent to implement tactical customer lifecycle marketing campaigns via email and direct following the completion of a full customer segmentation analysis.
• Create a monthly CRM KPI using data from the monthly KPI meeting with the CRM Manager and agents, and present these at the monthly store managers meeting.
• Create and following the CRM process flows as per the department KPIs.
• Working with the CRM manager and retail manger, develop a customer clientelling programme, targeting the highest value customer support the CRM manger in the development of a suite of email and direct mail and communications including a welcome programme for these customers.
• Mange the communication of the first time purchase survey and in store and feedback questionnaire providing insights on areas for customer service or site performance improvement to key stakeholders.
• Carry out Sales, After sales, Parts and AC Delco surveys with customers and consolidate the results in a monthly report
• Receive and log customers complaints, compliments and feedback and update in complaint log report for CRM analysis
• Route complaints to relevant functional department managers for follow up and resolution
• Communicate courteously with customers by telephone, email (or face to face) if/when required
• Keep accurate records of all interactions with customers, and update in centralized database
• Assist in sales events and Marketing/CRM campaigns when required
• Assist in database cleansing tasks
• Prepare and maintain role-related forms, records, files and/or other required documentation
• Work as part of a team to raise the level of customer satisfaction for the organization
• Worked as Shares broker where I used to buy / sale / transfer money to banks and pay through Cheque & statement to customers.
• Receiving customer's inquiries and complains regarding all the group systems and applications.
• Give customer full support for using The Group applications such as e-trading and mobile application
• Receiving all inquiries from the customers who are outside of Qatar and handle it.
• Print out accounts statement for investors on all movements.
• Relay the branch depositing and remittance that related to trading and finance to main branch by daily.
• Deposit of payments for customer account, trading and finance and internet Card (cash & checks).
• Receiving Complaints from The Group Securities, customers and The Group finance Customers.
Worked at "Al-Jabeer Group during October 2005 to July 2006 as an accountant responsible for all financial activates and preparing the payrolls for over 750 employees for two companies in the group
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