Regional Customer Relationship Section Manager
Nissan Middle East
Total years of experience :14 years, 0 Months
• Working for DND & QC (Dealer Network Development & Customer Quality) Department, supervising on our National Service Companies in the Middle East Region (Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, United Arab Emirates, Syria, Lebanon, Jordan, Azerbaijan, Armenia, Uzbekistan, Algeria, Morocco, Tunisia, Yemen and Sudan) making sure that they are delivering an exceptional customer service experience on their daily operational business.
• Handling the high level of escalations and complaints in the Middle East Region.
• Handling all customers' Sales, After Sales, Products & Services inquiries in the Middle East Region.
• Develop effective working relationships with customers through regular calls and identify and obtain further sales and business development opportunities
• Generating reports about customers’ complaints and making corrective actions to improve the organization growth.
• Working with the cross function departments in the company (Marketing & After Sales & Parts & Field Quality Improvement, etc) to improve the business and reach for the customers' satisfaction.
• Manage accounts and meet or exceed targets relating to revenue growth, activities, profit margin, mix of products and services sales, customer retention and customer acquisition.
• Adhere to all quality standards and processes, for the acquisition of customers, opportunities and submission of tender and contract documents.
• Develop effective working relationships with customers through regular calls and identify and obtain further sales and business development opportunities
• Identify requirements for new products & services to anticipate and potentially lead the market
•• Worked as a performance manager on the new teams coming from the training phase, improving their performance and preparing them to be ready for the operation phase.
• Worked as a knowledge management instructor for the Vodafone UK Knowledge Management Team.
• Increased my Team's NPS score to 78% in 2 weeks in Feb 2011 and got recognition from the upper management as it was the first time to be happened on the operational management level, delivering an exceptional customer service experience.
• Responsible of product knowledge enhancement and management for my team members, delivering any new updates and packs.
• Handling customers' escalated complaints
• Being from the top 5 on the ranking for the first 6 consecutive months and from the top 10 on the annual ranking.
• Working for the Billing Department, helping customers in their billing and their light technical queries.
• Responsible of product knowledge enhancement for my team members, delivering any new updates and packs.
• Being from the top 10 on the advisors' annual ranking.
• Working for the Billing Department, helping customers in their billing queries.
• Working for the Prepaid Department, helping customers in their prepaid and light technical queries.