Outbound & Retention Team Leader
VIVA
Total years of experience :15 years, 3 Months
Responsible and managing 68 employees in different company channels, " Call Center,
Branches, Live Chat.
Working along with Marketing team to provide customer feedback's.
Designing Offers and Campaigns to meet customer needs along with organization goals.
Creating up-selling campaigns and taking the initiative with customer renewals to reduce
voluntary churns.
Achieving targets and over achieving certain KPI's.
Analyzed ratings and programming features of competitors to evaluate the effectiveness of
units strategies.
Implemented and evolved high-impact strategies to target new business opportunities and new
markets.
Managed both Retention and Outbound marketing campaigns to generate new business and
to support sales teams.
Coordinated and presented monthly and quarterly meetings to demonstrate
units efficiency and achievements.
Addressed customer service inquiries in a timely and accurate fashion. Developed effective
relationships with all call center departments through clear communication.
Worked with upper management to ensure appropriate changes were made to improve
customer satisfaction.
Trained staff on how to improve customer interactions.
Assisted with the development of the call center's operations, quality and training processes.
Led a team of customer service representatives to increase service center profitability.
Properly directed inbound calls in phone queues to improve call flow. Extended customer
subscriptions, offering discounts and promotions to ensure high customer retention rates.
Rewarded Top seller on monthly basis & Rewarded within yearly Top 10 sellers among all bank
channels.
Handled Thahabi, Private Banking and NBK Jeddah skills.
Resolved customer questions, issues and complaints.
Improved service quality and increased sales by developing a strong knowledge of company's
products and services.
Provided detailed monthly departmental reports and updates to senior management.
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients.
Collected, monitored and evaluated customer requirements to achieve desired delivery time
and order fill rates.
Evaluated program performance against expectations.
Managed operations in accordance with budget requirements. Maintained compliance with
company and legal requirements. .
Completed quarterly and yearly audits.
Reviewed program needs and recruited qualified staff.
Maximized employee retention by creating positive work environment. Explained human
resources policies and procedures to all employees. Answered employee questions during the
entrance and exit interview processes.
Worked closely with HR business partners to facilitate year-end talent reviews and articulate
team strengths.
Created job descriptions to attract a targeted talent pool within the market wage range.
Assessed employee performance and issued disciplinary notices. Offered consistent payroll
disbursement with accurate record keeping of employee PTO and vacation accruals.
Managed communication regarding employee orientation and open enrollment for benefits.
Resolved personnel issues regarding human resources matters needing clarification,
submissions and corrections.
Organized employee schedules, department phone lists and business card orders.
Managed a portfolio of key accounts, which generated high in revenue per week.
Scheduled an average of 8 appointments per day.
Up sold add-on services to existing customers, generating incremental revenue.
Grew customer base from current accounts to seek new accounts. Completed on average of
30 daily outbound calls and resulting with an average of 17 deals.
Collaborated with other account managers to prepare and deliver performance updates and
quarterly business reviews.
Ranked in top 3 sales representatives out of 36 representatives in Egypt region.
Addressed customer questions and concerns regarding products, prices and availability.
Contributed to relevant blogs, conferences and events both off-line and online to increase
brand awareness.
Planned and negotiated media buys, including TV, radio, print and digital.
Managed the complete redesign and launch of the company's new project Nile City.
Designed and created marketing collateral for sales meetings, trade shows and company
executives.
Presented on current promotions to the public at events and trade-shows.
Met incoming customers and provided immediate assistance.
Worked flexible schedule to accommodate changing customer levels.
Solicited referrals from satisfied clients.