CRM specialist
Q-AUTO /Volkswagen Qatar
مجموع سنوات الخبرة :16 years, 9 أشهر
• 5 December 2012 till now
Company: Q-AUTO /Volkswagen Qatar
Job Grade: CRM specialist
Reports to: Marketing and Sales Department.
• Working on Auto-line system for entering and updating our customer's data.
• Dealing with the press for any special offers or campaigns.
• Submitting daily and weekly reports to DEML Germany shows our sales' percentage and our customer's satisfaction percentage.
• Deal with our client's complaints and make investigations about the complaints reasons and submit the final report to the concerned department to take the needed action.
• Handling everything related to our customers.
• CRM department work ( Managerial/ sales /After sales): 1. CSI/NPS Passenger Cars Weekly/Monthly Report (Customers Satisfaction Index)
2. CSI Sales Commercial Vehicles Monthly Report
3. DOC Monthly Report (Daily Operating Control)
4. Inquiries by Model Line Weekly/Monthly Report
5. Segmentation Monthly Report
6. Labels ( Every Quarter for Marketing Dept. Purposes)
7. Daily Walk in, Phone Calls and Auto line Entries Report
8. Test Drive Inquiries from Website Monthly Report
9. Walk in and Phone Calls Trends per Model Line Monthly Report
10. Complaint Management
11. Data Quality Monthly Reports
12. Multi-Brand Data Feed (DMEL) Weekly Report
13. Circle of Excellence Weekly Report
14. SFU (Service follow up calls) weekly reports
15. Generating database for the usage of the marketing purposes
16. Handling the website requests and inquiries.
17. Attending each and every management meeting for weekly reviews.
18. Supporting sales and after sales departments to improve their service's quality
19. Controlling and monitoring the quality of the new customers' database entered through the system.
20. Updating the old database and cleansing it in monthly bases.
• September 2011 to December 2011
Company: AL NAQI REAL ESTATE-QATAR
Job Grade: EXECUTIVE SECRETARY & ACCOUNTANT
Reports to: FINANCE DEPARTMANT AND MANAGER
Main duties: • Maintain, and coordinate the implementation of accounting and control procedures.
• Prepare invoices, and other accounting documents
• Organize the monthly schedules of employees including vacations and business trips
• Resolve accounting discrepancies.
• Maintain manual filing system.
• July 2003 to June 2008
Company: FATTAL- TUPPERWARE-LEBANON
Job Grade: ASSISTANT MANAGER
Reports to: HEAD OF MARKETING
Purpose of the Job
Responsible for providing all counter services/approvals in an efficient manner and for maintaining a high level of personal customer relations and ensuring that customer service
objectives are geared towards maximizing customer satisfaction through quality service.
Main duties: • Provide assistance to customers in all products and services offered by the company and ensure customer satisfaction.
• Update the companies with the newly products and offers.
• Processing/approving customer requests and coordinates with other departments to ensure the delivery is done without errors.
• Handles all commercial facilities requests of customers and updates the companies with the newly products..
• Other Duties (Presentations/Staff Target Recording/Graphs/Statistics/Registers )
• 2013 Project Management Certificate - PMI College of the North Atlantic-Qatar
• 2002 Lebanese Baccalauréat Technique-Computer Science Baakline business school, Lebanon TRAININGS ATTENDED