Nermine Said Ramadan, Senior Customer Retention Advisor

Nermine Said Ramadan

Senior Customer Retention Advisor

OSN

Lieu
Émirats Arabes Unis - Dubaï
Éducation
Baccalauréat, English Department
Expérience
23 years, 2 Mois

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Expériences professionnelles

Total des années d'expérience :23 years, 2 Mois

Senior Customer Retention Advisor à OSN
  • Émirats Arabes Unis - Dubaï
  • Je travaille ici depuis octobre 2010

Planning & Organization
Managing the relation with the sales channel, through ongoing meetings with the emerging markets management.
Support the renewal and reinstatement activities in all markets, direct involvement in the cash save rate.
Responsible of improving the feedback efficiency on the churn and market (Dealer and direct sales) and together plan and manage the churn performance.
Make recommendation that will reduce and prevent customers from churn.
• Manage and evaluate the retention activities of contacting customers by telephone for promotional purposes (e.g. promote new channels or projects), and market research purposes (e.g. identify churn customers willing to re-subscribe).
• Management of retention team activities: outgoing and incoming calls, dialer, customer retention marketing and other activities that improve the churn performance.
• Assure monthly performance measurement and one to one meeting to keep the team aware of their strength and weaknesses with a plan to improve their performance,
• Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
• Managing team performance/KPI (target, call quality, attendance)
• Ensure all customers are being notified of their subscription end date and prompted to renew
• Ensure accurate capturing and reporting of the customer feedback
• Ensure relevant business update, product highlights and market development are effectively communicating to the team in order to ensure it supports the achievement of churn target and business objective.
• Ensure call quality at all time when talking to customers.
• Set dynamic escalation plan to solve customer’s issue in timely manner.
• Keep customers informed of their subscription status and of any offers or promotion related to customers (call, email, SMS, bmail)
• Responsible for the shift planning and resources allocation

Retention Department Team Leader à Telesales Department
  • Egypte
  • juillet 2005 à janvier 2010

Retention Department Team Leader
July 2005-2010 orbit Showtime network Egypt Maadi Cairo
Telesales Department

English teacher à Fager El Sabah language school
  • janvier 2000 à décembre 2004

2000 till 2004
Position
English teacher at Fager El Sabah language school

Éducation

Baccalauréat, English Department
  • à Cairo University
  • janvier 2002

2001-2002 Cairo University Cairo, Egypt Faculty of Arts, English Department.

Specialties & Skills

Telemarketing
coordinator
Administration
Teaching
AS SALES
COLLECTION
CREDIT CARD
MANAGERIAL
MARKETING
MARKETING RESEARCH
PROMOTIONAL
TELESALES
Training
Teaching
administration

Langues

Arabe
Langue Maternelle
Anglais
Expert

Formation et Diplômes

Super Star sales & Customer Services Techniques (Formation)
Institut de formation:
OSN
Date de la formation:
January 2011
Communicating with Power (Formation)
Institut de formation:
OSN
Date de la formation:
January 2010
Managing vs. Leading (Formation)
Institut de formation:
OSn
Date de la formation:
January 2013

Loisirs

  • internet
    learning and reading
  • Sports
    All kind of sports ,Swimming walking