Customer Experience & CRM
Independent Food Company
مجموع سنوات الخبرة :14 years, 2 أشهر
·Lead strategic and tactical development of all Reward programs, Customer communications, Segmentation, performance measurement and hind sighting.
·Develop personalized contact strategies for the VIP guests.
·Carrying out research and collating Executive Board Reports, liaising with members of the operations team to produce action plan reports.
·Working with Managing Directors and Department Managers and providing support to the Customer Service Specialist to manage the formal complaints process, reviewing and developing as appropriate development.
·Creating strategies to engage the customers with the specific brand to increase the CRM value.
·Served as subject matter expert to field for system use, adherence to process, and integration with strategy.
·Excellent in preparing a range of documentation to include PowerPoint presentations and Excel spreadsheets and dashboards.
·Providing support in the development, implementation and maintenance of procedures to meet the practice needs of the Service Excellence Team
·Developing SOP’s, Clienteling and KPI’s for brands and customers.
·Drive the vision for Customer Experience across Inbound and Outbound customer channels. Recruit, train and develop customer facing staff for superior experience delivery.
·Proficient at SaaS (Software as a Service), CRM tools(Salesforce) & Microsoft Outlook.
·Perform monthly/weekly operational audit reviews to insure the team is meeting goals and make recommendations to improve metrics.
Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
Handling back-end Employee relations (HR) related queries.
Responsible for maintaining complete and accurate data and ESS report preparations.
Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer lifecycle.
Customer Journey Mapping analyzing touch points with the organisation and maximizing commercial opportunities. Matching the customer needs with the Omnichannel medium.
Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
Overseeing direct communications with customers through the CRM. Collaborating with other departments to ensure the CRM strategy works well for every aspect of the business.
Coming up with creative ideas, preparing proposals, overseeing the production process & execution and reporting the results to the relevant people. Assisted patients with eligibility and benefit and Insurance coverage questions.
Conducting business reviews to ensure clients are satisfied with their products and services.Escalating and resolving areas of concern as raised by clients. Working closely with Respective Managers.
Informing the diversified customers by explaining procedures; answering questions; providing information.
Having a close watch on the improvements on the US client’s needs.
Analyzing the work done and making daily reports to be sent to the client.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Follow communication procedures, guidelines and policies.
Handling background Screening and selection process.
Take the extra mile to engage customers and resolve their issues.
Guiding subordinates in the team by monitoring their performance and encouraged them to enhance their learning curve.
Play a pivotal role in mentoring and training new joiners.
Render support to the supervisor as well as manage a team of 25 associates time and again in the absence of supervisor.
Managing large amounts of inbound and outbound calls in a timely manner.
Completed graduation in 2008. With Computer science and Electronics.