Customer Care Manager
Emaar Misr for Development
Total years of experience :7 years, 11 Months
Aug 2008 to Date
Emaar Misr for Development
Customer Care Manager
Head of Collection / Complaints / Admin / Retention
Customers Retention
• Establishing suitable Retention Programs & detailed systems that principally aim to increase level of loyalty of Customers to Emaar Brand.
• Maximize ability of Customer Care staff dedicated for Retention by increasing their negotiation/communication skills through both in-house and outside training courses.
• Increase the possibility of Customers' Business Interaction.
• Ensure department policies, procedures, objectives, KPIs, action plans are always updated according to business and customer satisfaction requirements.
• Ensure customer care MBOs and individual MBOs are set on time and well communicated to all team members.
• Monitor timely closure of service requests and ensure all customer cases are completed on time in line with department SLAs, KPIs and priorities.
• Ensure information desk and customer care reception are operating up to company standards.
• Conduct weekly staff meeting at customer care to share important information and discuss complex customer issues.
• Create / follow up / implement compensation schemes.
• Department reports are submitted on time and accurate records are maintained.
• Follow up on complaints handling.
• Contribute to continual improvement of customer care department, update customer life cycle policies & procedures, and make recommendations for increasing customer satisfaction.
• Explore International opportunities within Emaar Group; to come up with new international programs to increase customers' loyalty and awareness.
Collections
• Establishing suitable Collection Programs & detailed systems that chiefly aim to enhance the collections and avoid possible defaults.
• Establishing incentive for good debts.
• Ensure department policies, procedures, objectives, KPIs, action plans are always updated according to business and customer satisfaction requirements.
• Implement automated collection system.
• Conduct weekly staff meeting at customer care to share important information and discuss complex customer issues.
• Department reports are submitted on time and accurate records are maintained.
• Full responsibility of customer care communication with customers (payment reminders, bounced letters etc)
Office administration and staff technical support
• Assist the Head of Customer Care Dept. by proposing and executing adequate operational - working profile and appropriate controls on the overall functions; including but not limited to:- - Adherence to Company's roles & regulations,
- Archiving,
- Automation,
- Reporting,
- Inter-relation with other departments, and - Any other tasks as per direction of Head of Customer Care Dept.
• CRM related concerns: database segmentation / behavioral segmentation, satisfaction surveys..etc
Customer Care Complaint Officer
• Follow up on complaints
• Enhance process to speed up solving complaints
• Establish complaint process with SLA.
July 2006 to Aug 2008
USAID
Finance & Admin Manager
Management
• Ensuring all aspects of Financial Management are in compliance with USAID policies and procedures and that all deadlines and requirements, Alliance partners & Donors are met.
• Preparing and submitting monthly Management information to Field & HO Management &Finance.
• Attending monthly support services meetings advising management of current and upcoming financial matters
• Attending weekly meetings with the Finance Assistants and Grant Accountant to review current and upcoming tasks, and deadlines.
• Keeping a schedule of all Contractor payments due and paid and ensuring payments are made on time and as agreed.
• Supervising payments and withdrawals from the Bank ensuring all transactions are duly authorised, coded and are supported by relevant documents.
• Advising the Programme Director of any operational problems or discrepancies relating to the financial management of the programme.
• Requesting cash transfers from HO in consultation with budget holders to ensure an adequate level of cash is held in order to cover programme liabilities. Maintain Cash-flow system.
Budgets
• Providing Financial Planning /Budgeting information in accordance with the USAID Financial Planning Instructions & Guidelines, and by the specific deadline dates. Responsible for preparing and maintain all USAID budgets and quarterly re-phasing of all budgets.
• Assist and provide guidance to PD & Budget-holders in preparing grant proposals and budgets as required throughout the year
• Provide Monthly budget monitoring reports to PD & Budget-holders and action any budget revisions, corrections as required ensuring budget information held on the accounting system is accurate & complete.
• Requesting cash transfers from HO in consultation with budget holders to ensure an adequate level of cash is held in order to cover programme liabilities. Maintain Cash-flow system.
Reporting
• Report payments to Partners and reviewing partner reports.
• Prepare Monthly Budget Monitoring Report
• Prepare monthly Management reports for senior management team.
• Prepare a monthly pack for HO - summary of all the finance transactions and activities.
Controls
• Working closely with the Programme Director and Programme Managers in developing and maintaining effective systems between finance and programmes.
• Taking appropriate steps to minimise the risk of fraud or theft and to ensure the security of all cash and assets held by USAID. e.g. ensuring Cash & Bank accounts are reconciled regularly. Financial control checks.
• Were responsible for setting up new finance policies and procedures for all staff.
Accounting: • Manage the process of payments to local vendors according to policy, ensuring there is supporting documentation
• Oversee the Petty Cash payments and required documentation
• Manage financial and accounting records for program
• Manage and oversee the preparation of vouchers for each expense item in the Imprest Account and ensure that all necessary documentation is provided
• Approve employee expense reimbursement forms
• Manage international and local transfer of funds
• Track Project's expenditures
• Oversee and manage processing of short term employee payments
• Ensure compliance with Procurement Policies
Financial Reporting: • Communicate daily with the local bank on balances and outstanding issues
• Balance local bank accounts monthly
• Report local bank balances to BearingPoint Home Office three times a month
• Oversee and manage the data entry and maintenance of the monthly Imprest Report
• Review and process payment of local Subcontractor's invoice.
• Monthly Budget is USD 700, 000.00
Human Resource Management Support: • Communicate and coordinate with the Egyptian Tax Department and the Social Insurance Department
• Maintain files with the Egyptian Tax and Social Insurance Departments for CCN employees
• Track part-time Egyptian professional staff and follow proper close out procedures
• Oversee the preparation and distribution of Employment Agreements and uploading onto the portal Personnel Files
• Oversee tracking of Staff personal days
• Track expatriate resident rental monthly allowances, expatriate resident rental deposits
• Oversee the tracking, collection, documentation, and filing of USAID end-to-end resource approvals for CCNs (load SOW and CVs on the portal, and create PDFs of the final USAID Email Approval Trail for loading onto the portal)
• Perform periodic audits of the CCN human resource files to ensure completeness
MS Office
SUN 416 (Accounts)
SUN 426 (Accounts)
Lotus Notes & Microsoft Outlook
Quick books
USAID Imprest
Oracle
University of Ain Shams, Egypt B. Comm. Financial Accountancy Degree, 1988