Business Care and Email Support Executive

JAWHAR BEN MABROUK

Contact Numbers: +63-927*-***-***

Skype ID: jawharbenmabrouk

Email Address: ****************@*****.***

Nationality: Tunisian

Over 10 years of intensive customer and public relation, sales and service, administration and management skills.

Able to plan, set and achieve long term as well as short-term objectives

Work well under pressure and meet deadlines

Consistently successful in achieving different missions, mainly based on high analytical skills, planning and creative solution

Outstanding communication, presentation and negotiation skills

Highly acquainted with main activities in all departments operating including public relation and customer service.

Able to show an entrepreneurial drive

Team work spirit and leading members towards achieving goals.

CAREER OBJECTIVES

To be a part of an organization where career growth, prospects and skill progression are unlimited. Looking ahead to work in a challenging environment, to strive for excellence and secure a professional position in line with my vast expertise and skills acquired through years of work experience.

LANGUAGE PROFICIENCY

English Fluent (speaking, writing & reading)

French Fluent (speaking, writing & reading)

Arabic Fluent (speaking, writing & reading)

PROFESSIONAL RECORDS

Vodafone Qatar

Business Care and Email Support Executive

April 2018 – December 2019

Understand and address concerns of customers, channel partners, stake holders and internal departments by responding through emails and outbound calls

Execute and follow service level agreement by responding to urgent concerns within 24 hour response timeline

Plan and execute email personalization, dynamic content and segmentation to deliver a businesslike yet approachable message to customers

Ensure emails follow industry policies and best practices

Work on tasks assigned on varied order management activities

Close loop on tickets raised and resolve queries on tasks assigned

VIP and High Valued Customer Care Executive

April 2017 – April 2018

Handles VIP and High Valued Customer’s requests across all channels

Ensures customer satisfaction before the end of the interaction

Answers customer inquiries while working on customer satisfaction in a fast and efficient manner

Escalate complex issues by referring to the concerned team as and when needed

Building rapport with customers, enabling good relationships and creating a good impression of Vodafone

Support other teams/departments when needed by assisting on the queue across all channels

Handle hard calls and complains in a professional way

Audit customer touch points to make sure the designed journeys are being followed

Senior Telesales Specialist

August 2015 – April 2017

Creating a portfolio to increase business revenue by offering Vodafone Products

Establishing the needs of customers and finding the best offer to suit them as well as meeting the company’s needs

Giving customers a full breakdown of benefits regarding different plans/products that are suitable for them

Enabling customers to commit and stay with the company

Giving a clear and concise recap of products/plans so that the customer is left feeling completely satisfied at the end of service

Promoting new products and services and educate customers on how to use them while adhering to the company's policies and procedures

Compiling sales progress reports on a monthly basis and proactively addressing shortfall on targets due to be achieved.

Developing and maintaining customer relationships

Eco Clean Tunisia

Sales Manager

January 2013 – March 2015

Actively involved in advertising the company’s product to the specific segment market

Presenting company goals and objectives to new principals

Offering feedback to executive level management on the effectiveness of strategies, programs and initiatives

Coaching and mentoring staff members by offering constructive feedback and taking interest in their long term career growth throughout the organization

Identifying strategic partnership and gathering market information to gain competitive advantage

Leading functional team for production efficiency

Delivering performances updates, quarterly business reviews and planning meetings

Hosting purchase managers or negotiators of our client companies and presenting our products and our work

Transcom Bravofly Tunisia

Team Leader - Ticketing and Customer Care Team

July 2012 – January 2013

Providing support, help and advice to customers who use the company’s products or services

Dealing with customer enquiries by telephones emails or letters

Ensuring that customer’s problem is brought to satisfactory conclusion

Involved in developing a customer service policy

Collecting and analyzing data to monitor the level of customer service

Completing all administrative tasks and updating records

Ensure that customers booking are validated and paid

Occasionally having to work in the company call centre

Using Word and Excel to write reports and create invoices

MGS INSURANCE Tunisia

Management Executive

August 2011 – June 2012

Conducting tenders

Monitoring of client files and insurance contracts

Managing of new customer’s contracts acquisition and exportation

Drafting monthly financial reconciliation and forecasts

Reviewing researched and negotiated insurance, health plans, benefit packages and other contracts

Reconciling and reported discrepancies found in records

Drafting business plans, budgets and quarterly and semi-annual business reviews

Establishing knowledge-sharing processes for associates through the organization

Managing budget forecasting, goal setting and performance reporting for all accounts

Documenting process flows and developed requirements for functional improvements and enhancements

Reviewed and approved billing invoices and expense reports

Maintaining accounts plans for client accounts

PUSH AND PULL Tunisia

Sales Promoter

February 2006 – November 2011

Direct liaison with client in the resolution of project and contract issues

Management of official in/out correspondence to client, assessing actions and required response

Project closing preparation, negotiation and contract close-out

Generate and develop sales leads and contact potential clients to build business

Produce quotation and written confirmation to all clients

Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business

EDUCATIONAL BACKGROUND

June 2006

Bachelors Degree

Tunisia, Bachelor, Bizerte – Tunisia

2008 - 2011

Applied Computing in Management, Superior Institute of Accounting and Business Administration

April 2010

Diploma of Professional Aptitude on Different Computing Uses

SKILLS AND PERSONAL AFFILIATION

Microsoft office applications

Internet and E-mail knowledge

Active team work

Time management

How to be a successful negotiator

Manage the work pressure

Customer care

Sales skills

Personal Affiliation

May2009 – May 2014

Tunisian National Association of Road Safety

Organization and Creation of Activities for Flyers Distribution

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