Contact Center project manager
Amazon - United Arab Emirates
مجموع سنوات الخبرة :7 years, 5 أشهر
Managing a customer base of employees from all over MENA (Saudi Arabia, UAE, Jordan, Egypt and Bahrain) across all job levels:
o Go-to-person for all employee queries and complaints
o Delivering creative solutions to critical employee issues immediately over phone and via tickets within SLA
o Paying close attention to customer needs and providing solutions to management to address customer pain points
o Presenting ERC services at roadshows and events
Process improvement skills:
o Streamlining the document auditing process in ERC
o Creating and managing Knowledge Base of all policies, customer queries and complaints received by ERC to decrease resolution time for customer issues o Formulating solutions to provide more efficient and personalized service to offline employees
o Automating manual work using advanced Microsoft Office skills
Revitalized company performance by improving service standards, strengthening client relationships and developing marketing strategies to boost top-line growth:
o Managed over 25 customer relationships daily throughout UAE
o Organized events and in-person meetings to provide product information, launch new products and push promotions
o Resolved complaints and problems to maximize customer loyalty and satisfaction
o Brainstormed and prepared sales offers, managing all aspects of execution
o Upselling and cross selling Oriflame products as needed, over the phone and in person
o Followed up with customers post-purchase to request feedback on products and service levels, taking initiative to resolve any issues
o Answered high volume of inbound calls efficiently
o Managed the order management process accurately within time constraints
Drove brand awareness and customer engagement via social selling on Facebook:
o Executed paid ads and contests to drive traffic to our website and Facebook page, recruit new members to Oriflame
o Analyzed customer feedback and managed interactions with leads on social media pages
Actively recruited members on behalf of Oriflame and encouraged repeat purchases:
o Educated prospects about the rewards program at Oriflame and benefits of direct selling
o Increased sales by extending outbound calls to inactive members in database, encouraging them to buy and sell Oriflame
o Reported directly to the Managing Director
o Provided language training to high net worth clients, CEOs and corporate teams
o Strengthened company’s client relationships o Upselling training programs and materials
o Marketed programs by email and word-of mouth to close new sales leads
o Proofread advertisements to ensure they were published with 100% accuracy to avoid potential claims resulting in loss of revenue
ZIGURAT SCHOOL OF INNOVATION AND TECHNOLOGY, SPAIN Studying the digital transformation of business, critical evaluation and implementation of new technologies, digital marketing
Studied International Marketing, Retail Marketing, Marketing Consultancy, etc.