Reem E.M. Hakem

Operations and CRM Manager

A passionate and customer-oriented operations and CRM manager with 7 + years of experience in customer service roles working with entities of various sizes and industries including real estate, media, and online deliveries. PERSONAL INFORMATION

Date of birth: 26th May 1986.

Address: Madinaty, New Cairo, Egypt.

Mobile number: +2-010*-***-****.

E-mail: adt881@r.postjobfree.com.

Education: Bachelor of commerce from Ain Shams University PROFESSIONAL EXPERIENCE

CRM Manager.

April 2021 – Present, at RFCO Developments, in New Cairo.

Monitoring relationships with existing customers through the CRM system .

Overseeing and ensuring that the CRM system provides a good sales pipeline.

Selecting and reviewing CRM systems and programs in line with the company's needs.

Develop and implement techniques that will maintain relationships with clients.

Liaise among various departments including Sales, Tele-Sales, Marketing, Customer Service, Finance and Operations to ensure effective communication channels.

Provide recommendations and suggest new ways to meet customer needs.

Periodic monitoring of system users to ensure that tasks are completed correctly within the allocated timeframes – tracking their actions.

Creating training materials and provide the necessary training courses to ensure that CRM users are working properly.

Analyze leads coming from Marketing campaigns.

Generating leads on CRM and distributing them over the sales team leaders.

Follow up with Engineering and Finance departments regarding updating prices, payment plans and product details.

Adding and modifying project data with all its details while controlling the system settings in accordance with the procedures followed on it.

Ensuring that all departments are fully aware and utilizing all system's capabilities and functions.

Prepare and follow up on IT technical Support issues.

Develop and follow up on work flow and sales cycle.

Preparing appraisals, performance KPIs, monitoring team performance, and deliver performance progress reports on monthly basis.

Reem E.M. Hakem

Operations and CRM Manager

Operations Manager.

Jan 2020 – 2021, at Re/Max the Address, in Cairo.

Responsible for supervising sales operations using CRM system including preparing sales reports of the generated leads and quality control.

Responsible for the customer care operations.

Responsible for the front line and sales transactions.

Prepare and follow up on IT technical Support issues.

Develop and follow up on work flow and sales cycle.

Ensure all the company’s policies and procedures are in place and adhered to.

Follow-up on the Company’s CRM system to ensure up to date transactions.

Monitoring Company’s inventory.

Responsible for employee’s time and attendance system.

Creating project’s plans and work breakdowns, and communicating it with sales agents.

Performing health check, testing, and user guidelines for CRM applications.

Preparing performance KPIs, monitoring team performance, and deliver performance progress reports on monthly basis.

Head of Customer Service.

June 2018 – December 2019, at Continental Comfort.

Received customer requests through E-mail, Facebook, phone, and face to face communication.

Maintained first-call customer satisfaction rate for most of the inquiries and feedbacks.

Prepared monthly reports to analyze the service level provided, including types of requests i.e., complaints, inquiries. etc, customer satisfaction by conducting surveys, and the closed and pending requests.

Proposed and implemented solutions to address the root cause of the repeated requests/complaints.

Developed a new customer service policy for the firm to follow.

Played a central role between customers and the company to handle all customers sale and after sale operations.

Followed up directly and effectively with customers and all departments to ensure optimal customer satisfaction.

Customer Service Specialist.

Feb 2017 – May 2018 at Talabat.

Received inbound calls from customers.

Responded to all customer inquiries thoroughly and professionally.

Answered customer questions regarding food orders.

Coordinated between restaurants and customers to resolve problems related to order details.

Provided on-call support for delivery and orders issues.

Used ticketing systems to manage and process actions taken.

Followed up with customers to ensure optimal customer satisfaction.

Monitored the calls and coached the agents.

Reem E.M. Hakem

Operations and CRM Manager

Technical Support Specialist.

Jan 2016- Jan 2017 at OSN.

Coordinated between other departments and customers to resolve problems.

Answered customer questions regarding packages and pricing.

Managed call flow and responded to technical support needs of customers.

Identified and solved technical issues with a variety of diagnostic tools.

Reviewed technical documentation and procedures.

Followed up with customers to ensure optimal customer satisfaction.

Managed customers' expectations and experience to a high degree of customer satisfaction.

Provided on-call support for critical issues.

Used ticketing systems to manage and process actions taken.

Worked closely with team members to meet or exceed all customer service requirements.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Activated accounts for customers interested in new services.

Assessed customer's profiles and aligned them with the best possible products and services to meet their needs.

Described solutions to customers accurately and persuasively. Account Advisor.

April 2014 – December 2015 at Raya.

Acquired new customers and negotiated with them new offers that suit their needs.

Explained the whole offer details, including bill cycle, payment methods and how to use the online services.

Follow up with customers if needed to ensure that all requested offers were successfully reflected on their profiles.

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