CRM in charge

Professional Summary

Qualified CRM Executive in fast-paced customer service, sales, after sales and call center environments. Personable and professional under pressure.

Work History

CRM In-Charge

Abdulaziz Al Ali Al Mutawa Group of Companies - Al Rai Mar 2016–Present

• Managing Kia Service Mobile Application.

• Processing Sales & Service CSI Scores for KIA, Volvo & Changan .

• Coordinating with Marketing department and all brand managers to facilitate clear data.

• Coordinating with all managers for new CRM processes that benefits the Group.

• Setting up a new system (VocalCom) for Call center Department.

• Managing CRM Department and Team for a better performance.

• Insure Call Center Operator system is fully configured with the Group’s DMS.

• Produce Lead management program & SFM.

• Creating Call Center agent KPIs.

Data Base Quality Controller & Customer Complaints Analyst

Hamad M. Al Wazzan& Partners Company – Shuwaikh Nov 2016–Mar 2017

• Creation and managing Customer loyalty program and Walk-ins Follow up Program.

• Conducting mystery shopping visits to other competitors.

• Managing and reporting Sales, Aftersales expenses and profits on a daily bases.

• Data cleansing and assuring high data accuracy in reports and DMS system.

• Coordinating with marketing department for their giveaways and gifts campaigns.

• Reports for Sales team for received Sales calls, details of callers and interests.

• Creation and continuous updating questionnaires for Sales and after sales.

• Producing conversion rates based on leads, quotations, sales and follow up rates per sales executive.

Service Quality Officer / Senior CRM Officer

Ali Alghanim& Sons Automotive Company – Shuwaikh Mar 2013 –Mar 2016

• Managing CRM in absence of CRM manager.

• Working with all Ali Alghanim and Sons Automotive company brands (BMW, LR, ROLLS-ROYCE, MINI COOPER, JAC, MACLAREN) also planning for new brands.

• In charge of all brands weekly reports for database sales and service per requested form.

• Assuring high data accuracy in reports and DMS system.

• Daily, weekly and quarterly database cleansing, planning and solving issues.

• Represent customers in head meetings for improvements and considering their opinions.

• Managing Data submission according to deadlines to mother companies and third parties.

• Sales Funnel Management (SFM) follow ups and processes.

• Creation and managing Customer loyalty program, Cold Lead Program and Lost Sale Program.

• Cold, warm and hot Leads programs and follow ups.

• Creating report formats for LR Project Lynx in addition to reporting Leads, Service, Parts& Labor on a weekly basis.

• Managing KPI program on a monthly bases.

• Reports for Sales team for received Sales calls, details of callers and interests.

• Reports for Marketing for received calls and its sources.

• Direct contact with Mother Company for the agencies in case of inquiries or issues.

• CRM data and details following up and corrections.

• Creation and continuous updating questionnaires for Sales, after sales, workshop & body shop deliveries.

• Creating new processes according to audit points provided by all brands.

• Replying to tons of emails and CRM requests.

• Exporting data according to marketing and PR preference for campaigns.

• Handling all customers’ online complaints and channeling them to concerned departments.

• Training new CRM officers on all CRM tasks and procedures.

• Producing Sales and after sales customers satisfaction survey (CSI) with monthly report for CRM Manager.

• Producing conversion rates based on leads, sales and follow up rates per Sales executive for all brands.

MysteryShopping Department Assistant

IPSOS Marketing Research Company- Hawally Jan 2011 – Jan 2012

• Created PowerPoint presentations used for business development.

• Organized files, developed spreadsheets, faxed reports and scanned documents.

• Created weekly and monthly reports and presentations. Recruited Mystery Shoppers using online resumes.

• Assigned Mystery Shoppers to visits according to client's quota.

• Handled data entry and quality control of the assigned projects.

• Reported results to clients via the company's system and email.

• Prepared external clients' invoices and internal mystery shoppers payments.

• Managed face-to-face meetings and conference calls with clients.

• Identified and resolved system and account issues.

• Verified that information in the computer system was up-to-date and accurate.

Office Worker, Quality Control Officer and Interviewer

IPSOS Marketing Research Company - Hawally Jan 2010 – Jan 2011

• Assured all information on the company's system is up-to-date and accurate.

• Prepared excel sheets of new quota for each account.

• Interviewing people during organized conference meetings about the account’s products.

• Translating, coding and organizing collected information.

Data Entry

IPSOS Marketing Research Company - Hawally Jan 2009 – Jan 2010

• Organized questionnaires that needs to be reported to clients according to priority.

• Managed to report large amounts of data daily to supervisors.

Skills

• Bilingual

• Skilled in fast typing

• MS Windows proficient

• Quick learner

• Creative problem solver

• Business emails and reporting proficient

• Exceptional communication skills

Education

High school degree: Fajer Al Sabah – 2008

Bachelor’s degree in Business Administration / Managerial Systems: Arab Open University - 2013

References available when required.

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