Center Manager & Customer Service Manager
Signals Mobile Services Center
Total years of experience :5 years, 4 Months
o Consistently follow up with associates to ensure repairs are being done correctly and on time.
o Maintain accurate repair parts inventory levels throughout the region
o Professionally resolve customer complaints regarding broken devices
o Attend monthly Manager Meetings for ongoing training
o Basic HR duties.
o Daily and monthly reporting.
o Following up with the operations from the moment of receiving the device until the customer takes it back.
o Training the customer service team to offer the best service.
Brands: Garage & Dynamite, Parfois, U.S Polo ASSN.
Achievements & Responsibilities:
- 4th brand was added to the list after proven efforts and hard work.
- Heavy reporting on a daily, weekly & monthly basis.
- Managing over 60 employees, VMs, Managers, Assistant Managers and Sales executives.
- Brands were among the top in the region in terms of visual merchandising with a reference from the brand partners.
- Trained one of the strongest teams in the company, well informed and highly performing.
- Managing stocks by reviewing product performance reports.
- Regular conference calls with brand partners and actions followed up.
- Conducting brand marketing campaigns.
- Ensuring that pricing strategy is appropriate and in line with competition.
- Setting a clear marketing strategy every season and ensuring the budget is used effectively with the help of Retail Director and Head of Sales.
- Provides high quality and timely trade feedback to brand partners.
- Reacting to current trading performance by ensuring activities such as markdown and promotional strategy are appropriate for the market.
- Coaching stores on how to resolve customer needs at the store level.
- Reviewing market sales performance and stock level.
- Adherence of visual standards as per brands requirements.
- Build and maintain relationships with key personnel of brand partners.
- Reception of brand partners key personnel and conducting store visits, market visits with them, in order for them to understand opportunities and threats in the market.
Brands: Garage & Dynamite, Parfois.
Achievements & Responsibilities:
- Got promoted to this position after excellent performance and very hard work.
- 2 Brands were handled, Garage & Dynamite, after 6 months of hard work and proven efforts another brand (Parfois) was added to the list.
- Brought Garage to the Top 10 International List for 6 times, for the first time in the brand record in Jordan.
- Achieving targeted sales and improving gross margins.
- Conducting one of the biggest marketing campaigns ever happened in a mall, Garage Giveaway Tour Amman & Irbid.
- Increasing footfall by raising customer’s awareness about the brands.
- Managing over 40 employees in my team, VMs, Managers, Assistant Managers and Sales executives.
- Providing continuous feedback on products performance to apply best practices.
- Providing feedback on Jordan market and competitors practices.
- Other responsibilities are the same as mentioned above.
Brand: Parfois - 4 Stores, Three in Amman, One in Irbid.
Achievements & Responsibilities:
- Top stores in region in terms of Visual Merchandising with reference from the brand’s Middle East Market Manager.
- Number 1 sales in the world among 750+ stores on Mothers Day 2015.
- Displaying over 14, 000 items on shop floor during the opening of Irbid Store, 2 nights of nonstop working or rest.
- Training shop teams on brand guidelines and standards.
- Renovating an old concept store to a newer version after becoming a very successful store.
- Received a certificate of hard work, and high brand knowledge.
- Displaying products based on the brand guidelines, Instore and Window Displays, and installing marketing props.
- Designing ideas for displays in case guidelines are not applicable.
- Deciding how to use space and lighting creatively, based on the brand standards.
- Creating branded visual merchandising packs to send to each branch.
- Products reports and feedback to the brand partners and Brand Manager.
- Setting up displays, dressing dummies, fabric and posters.
- Buying and requesting props after the approval of senior VM Manager.
- Got promoted to a Brand Manager.
- Contracts, Proposals, Tenders analysis.
- Studying and analyzing tenders to help creating the best deal for the customer to win the proposal.
- Preparing catering and support services proposals.
- Contacting customers in order to keep contracts updated.
- Conducting site visits to clearly understand tenders to create the best deal.
- Collecting & delivering tenders from/to companies.
- Online registrations as a supplier.
Brand: Parfois - 3 Stores
- Responsibilities are the same as mentioned above.
Project: Landmark Project - Shukran Rewarding System.
Responsibilities:
Serving customers through phone calls and emails using Seibel Loyalty Program, different actions were done on customers records such as Search, Update, Delete and others.
Also our responsibilities included:
-Managing over 90 incoming calls per day and customer service inquiries.
- Identifying and assessing customers’ needs to achieve satisfaction.
