Analyst
Accenture
Total years of experience :16 years, 6 Months
• Designing rules and procedures of complaint process throughout Automotive company (Nissan, Infiniti, Renault and Citreon…etc.)
• Managing complaint team for better assurance of handling and service offered
• Investigation of customer complaints and the cause of the problem in order to prevent it in the future and to provide highest level of satisfaction
• Monitoring and reporting problems of services and sales branches to the CRM manager and take immediate actions for improving and developing critical shortages in locations
• Follow up That customers contacted through Service managers first then followed by CRM agents to ensure the highest level of satisfaction
• Managing ordering team for reaching the standard ordering and sales plan within time frame for automotive (Nissan, Infiniti, Renault, Citreon, …etc.)
• Track of all vehicles’ ordering request process, and monitor the vehicles from origin to final delivery
• Perform day-to-day administrative tasks such as required analytical reports, maintaining information files and processing paperwork.
• Implements marketing and advertising campaigns by assembling and analyzing sales forecasts; preparing marketing and advertising strategies, plans, and objectives; planning and organizing promotional presentations; updating calendars.
• Suggest and worked on defining quality system and procedures to standardize Courses
Set marketing plan and strategies for the company with the CEO and assisting in the delivery of approved strategies and managing budgets
Liaise and build relationships with a range of. Customers, suppliers and colleagues.
Perform clients survey to ensure customer satisfaction
Monitored various offshore projects:
o U.K (HP laptops)
o American Medical Supply, verification and collections
o AIU, Yellow pages
o Local projects: Ibn Sina, Kia, Renault, Cook Door, Cinnabon
Monitor agents of each project and their evaluation on daily basis and send daily, weekly, monthly reports to assigned supervisors and managers and sending violation report of the floor to the HR managers.
Work on the standards of the C.O.P.C performance center to make sure that these standards are implemented correctly. And worked on DMAIC projects; Six Sigma tools of quality to improve local projects in C3 such as: Cook Door, Kia & Renault, Ibn Sina
I've been graduated from the faculty of commerce in 2007 with a grade Good in the business administration department.
I've been graduated from this school since 2001 and i got 84%.
