Program Manager
Amazon
Total years of experience :14 years, 10 Months
Manage a content team consisting of writers, graphic designers, videographers, etc.
Develop a content strategy aligned with marketing objectives.
Create and publish engaging content.
Edit, proofread and improve other writers’ content.
Collaborate with design teams to plan and develop site content and layout.
Optimize content according to SEO.
Use content management systems to analyze website traffic and users engagement metrics
Brainstorm with team members to develop new ideas.
Provide editorial, creative and technical support to team members.
Track web analytics to ascertain content engagement levels.
I am responsible for developing the digital marketing strategy for the company including social media, content creation, SEO, paid campaigns, e-mail marketing campaigns, and event planning.
Track progress with Marketing Managers.
Conduct research to identify and analyze potential clients and other competitors.
Collaborate with the design department to produce promotional materials.
Organize promotional activities for new products/services.
Assist in the development and implementation of the company’s brand strategy.
Ensure all marketing efforts serve to achieve immediate and long-term business goals, identifying and executing improvements for processes, content, and lead generation.
Prepare marketing activity reports and metrics.
Market new services by developing and implementing marketing and advertising campaigns.
Prepare marketing reports by collecting, analyzing, and summarizing sales data.
Support sales staff by providing sales data, market trends, forecasts, account analyses, and new product information.
Plan meetings and trade shows by identifying, assembling, and coordinating requirements, establishing contacts, developing schedules and assignments, and coordinating mailing lists.
Monitor product support agents calls and review emails for accuracy of information and call handling standards.
Record evaluations utilizing departmental quality monitoring forms.
Deliver coaching feedback to agents on call and email performance.
Provide supervisors and manager with regular performance feedback on the agents.
Participates in the design of quality monitoring forms and quality standards.
Diagnosing and solving hardware/software faults.
Logging customer/employee queries.
Analyzing call logs to spot trends and underlying issues.
Working with field engineers to visit customers/employees if the problem is more serious.
Answering Customers’ inquires and questions.
Solving Customers’ problems.
Directing customers to the right department according to their inquires.
Documenting every single call to make it easier for my colleagues who will answer customer’s queries after that.
Following up with customers who may have certain problems with the company.
Chosen in specific teams who are handling urgent assignments.
Then being a team delegate which includes other tasks:
Supporting my team members either by listening to their calls to monitor their performance or by scheduling their shifts that suit them.
Checking the attendance and annual & causal leaves.
Reorganizing their Key Performance Indicators (KPI)
Documenting the team meeting as a way to analyze the weakness and strength of the team.
Then being an assist floor which adds other tasks:
Assist the whole account if anyone has any question or problem regarding handling calls.
Take escalations from advisors who had customers who want to talk to a higher authority
Update the whole account with every detail and sent them via emails to them as a reminder.
Participate in focus groups with the client to discuss what advisors want for their own career and for the customers too.
Collecting authorized and audit-able data about other companies in the market includes private and public corporations, funds and financial institutions like the company's hierarchy, owners, and names.
Working under different projects at the same time.
Working through multiple software programs.
Searching for authorized resources to be used during the searching process.
Handling meetings with native and foreign employees and managers.
Reporting feedbacks to top management via e-mails.
Committed to a fixed target must be accomplished every day.
Analyzing the financial statements of other companies (balance sheets & income statements).
Supporting other members at my team by answering their questions and delivering reports about their performance to the team leader.
Master of Business Administration (MBA) at the American Academy Egypt that is accredited by the Australian Institute of Business Management which is accredited by the government of South Australia. It consists of 12 subjects covering verious fields of HR Management, Marketing, Finance and Logistics.
Holding a bachelor degree from Faculty of Economics and Political Science, Cairo University, English section, major political science and minor public administration with accumulative degree good and project grade is very good.