reham mourad

Planning and delivering CRM strategies across the company encouraging customer
retention and customer loyalty.
- Deciding on the CRM platform structure and architecture ensuring it works
seamlessly across the organization and captures all required information at key
points in the customer life cycle.
- Customer Journey mapping analyzing touch points with the organization and
maximizing commercial opportunities.
- 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.
- Monitor and maximize customer lifetime value strategies ensuring maximum
profitability.
- Ensuring the database is segmented effectively for targeted marketing activities.
- Overseeing the migration of all direct communications to lower cost mediums such as
SMS and email.
- Developing testing strategies for all aspects of the CRM to ensure the most effective
approach for the company and its products.

- Sales person: Handling customers accounts ‘campaigns’ like: Ajal company

Gulf bank call center for both inbound and outbound teams with
title of associate manager.
- Provide support to agents with difficult cases.
- Handling the floor of the shift "determine number of agents who can take break and
for how long, number of agent who are doing extra tasks and work to the customers,
calling staff for over time when is required" all depend on the call volume and
number of staff in the shift.
- Making daily huddles "discussing previous day achievements and the expectation for
the same date with covering all the updated, new offers and latest news about the
banks' products and services.
- Listing and evaluating the staff calls which is about stopping and cancelling
customers' cards "both ATM and credit cards".
- Creating new required forms to be used by the staff to make their paper work much
easier in a way to save their rights and monitor any mistakes.
- Answering all staff inquiries live when they are having customers on line.
- Handling angry customers and following up with them in a way to satisfy their needs
and get their issues solved with going extra miles with them.
- Internal training for new recruited staff and for old staff.
- Making weekly and monthly reports for the management to know the staff
achievements and KPI's.
- Making monthly 1 to 1 meeting with the staff and updating the form as per work
requirements.
- Monthly team meeting with the staff under my supervision and submitting monthly
team meeting report.
- Making a plan for awarding the staff quarterly.
- Writing job description simply and clearly.
- Live and silent monitoring the staff calls in away to achieve high call quality and
ensure consistently and standardized information.
- Response to all branches and other departments emails "more than 60 emails by
day".
- Supervising approximately a shift of more than 30 agents at a time.
- Develop; coach and mentor new assigned staff for inbound and outbound work.
- Consistently achieving of Service Level Agreement (SLA) set by management which
is 85%..
- Responsible for many projects "planning for the projects, following up and ensure
that the outputs as per the target".
- Reporting any system malfunction and how to handle emergency cases.
- Established the first outbound team in the bank.
- Working on different campaigns for outbound calls.
- Making required scripts and train the staff how to use it.
- Seeking for new campaigns in away to have variety for our customers and for our
stakeholders.
- Planning ‘weekly, monthly & quarterly plans for Sales and improving the work’.
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- Setting targets for team and individually ‘business requirements’.
- Writing weekly, monthly reports to the management.
- Created and supervised training sessions for both new recruits and existing
employees.
- Daily, weekly and monthly coaching for the staff to develop and improve their
performance and their KPI's.
- Creating incentive scheme for both inbound and outbound teams.
- Prioritizing the daily tasks and issue during the day and the month in away to get all
the job done and exceed the target "KPI's and sales targets".
- Creating development plan for head of Customer contact center and HR manger in
away to clarify how the staff can get grade and develop their career bath.
- Working and creating an action plan to develop the staff performance and know their
weaknesses and strengths "by making SWAT analysis".
- Fully aware of all operations process in the customer contact center.
- Very strong knowledge of banks' products, services and policies.
- Taking disciplinary action when it is required and needed.
- Yearly evaluation for the staff performance as per given figures and job description.
- Sell and cross-selling bank products and services.
- Handling extra tasks and responsibilities giving by my team manager such as
“prepare for team meeting, writing reports, checking statement file ...etc.”.
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* 2- Worked as a sales person, customer service & PR in ‘Eye to Eye advertisement agency’