DALIA AMMAR

Delivering Incredible Customer Experience in line with recent cloud technology just to apply digital transformation on all levels

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Capturing, analyzing and estimating customer business requirements and translating them into Oracle CRM / Oracle Cloud CX solution architecture that fit within the customer’s business environment and business objectives.

Helping in the strategic plan of implementing modern best practices of customer experience and digital transformation with implementation of the overall architecture of Oracle Cloud CX suite taking into consideration other ERP solutions to fulfill end to end cycle

Supporting Testing, Defects Analysis and Fixing in sync with product development and support to Deliver Incredible Customer experience for Oracle CX products

Produce the estimations of the solution and be involved in the high level planning and implementation methodology of the project. Managing Presales activities supporting Sales teams to finalize deals Building up solution design based on gathering information then CRP

(Conference Room Pilot)then conducting training and testing workshops then go live and after go live support

Current Projects:

ITS (KSA) (Telcommunication Industry)

OxfordSaudi (KSA) (Education)

Yanbu(KSA) (Specific Services)(Presales Activities) Capital Bank of Jordan (Jordan)

Aljeri (KSA)

Cyberani Solutions (KSA)

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Implementing CX Projects for Enterprise starting from defining Objectives and analyses, clarifying this per documents (MOSCOW LIST), CRP, RD11, Mapping documents, Training, testing and Go LIVE stage Completed Projects:

GNNO (GHANA) ORACLE SERVICE CLOUD

ELSEWEDY CABLES (EGYPT) ORACLE SALES CLOUD

BETA EGYPT (EGYPT) ORACLE SALES CLOUD/ORACLE SERVICE CLOUD HASS CONSULT (KENYA) Oracle Eloqua and Oracle Engagement cloud OES (Nigeria) Oracle Rightnow/IOT

RanaMotors (Ghana) Eloqua/Engagement/TOA

Althiqa (Kuwait) Oracle Bluekai/Oracle Responsys

Waz (Emirates) Oracle Bluekai/Eloqua

Renmoney (Nigeria) Digital Customer Service (Chat-Cobrowse)/Oracle Engagement Cloud/Oracle Visual Builder

In Progress Projects:

Seawild (Ghana) TOA/Oracle Engagement Cloud

Hyde Park (Egypt ) (Custom Solution)

ACC ( KSA ) (Custom Solution)

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WORK EXPERIENCE

June 2021

Current

Oracle Customer Experience(CX) and CRM Senior Functional Consultant

Mastek

June.2018

May 2021

CX Solutions Consultant

Core Experts Consulting

Sep. 2016

May. 2018

CX SaaS Solutions Consultant

Oracle

ady13d@r.postjobfree.com

linkedin.com/in/daliaammar

Status: Married

Madinaty, New Cairo, Egypt

01280020201-01006153200

CX Solution Consultancy leading to

selling above 100 K in different

industries - Oracle

Collaboration in Publishing and

delivering Arabic Big Cat for Young

Learners, Primary Students and

Teachers in line with the content

management System- Unlimited

Press

Digital Marketeer and Translation

for WinjiGo Content - IT Worx

Education

Founder for Business Boomers in

Advertising, marketing and content

creation in the field of E.commerce

(Shopify/Volusion/Zvendo)

Translation Projects in Worldwide

Companies

Customer Success Stories for

Implementing Oracle CX Products

from Beginner till after Go live

Support

ACHIEVEMENTS

CX

Cloud

Oracle Marketing Cloud

Responsys

Eloqua

Oracle Sales Cloud

COMPETENCIES

• Provide pre-sales technical / functional support to prospective clients and customers while ensuring customer satisfaction with minimal supervision, through on-line/in-person sales efforts.

• Maintain up-to-date knowledge and expertise in Oracle Customer Experience products. Deliver focused Oracle sales consulting expertise

• Develop customer-specific value propositions highlighting benefits and differentiators of Oracle Marketing, Sales, Social and Service Cloud compared to the competition

• Develop and deliver proposed solution to customers

• Create and deliver polished, memorable customer presentations that articulate Oracle’s value to the customer and to contribute to sales success

• Maximise relationships with sales representatives and customers throughout the sales cycle to ensure product selection

• Gather and promote important customer references and success stories

• Represent Oracle CX at Marketing events relevant to the industry

• Own the functional and technical responses to RFIs (Request for Information) and RFPs (Request for Proposal)

• Maintain up to date knowledge of competitive industry/product/solution offerings whilst ensuring competitive knowledge is used to win the product selection

• Support sales team in online/in-person selling efforts with minimal supervision

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Plan and execute all web, SEO/SEM, marketing database, email, social media and display advertising campaigns

Design, build and maintain our social media presence Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)

Identify trends and insights, and optimize spend and performance based on the insights

Brainstorm new and creative growth strategies

Plan, execute, and measure experiments and conversion tests Collaborate with internal teams to create landing pages and optimize user experience

Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points Instrument conversion points and optimize user funnels Collaborate with agencies and other vendor partners Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate

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Developing Strategic Plans in SEO and Online Ads in line with the Marketing plan

Collaborating with others to develop ideas for content Working directly with a current Brand Specialist to fulfill all the creative aspects of our clients' online brands.

Drafting web content geared toward each client's ideal customer persona, always using SEO and content marketing best practices. Identifying content based on audiences' objectives Fulfilling all the text and photo content necessary to fulfill a comprehensive online marketing plan across all platforms for our clients.

Searching for data from a wide variety of sources for the purpose of analyzing issues, ensuring compliance with various policies and procedures, monitoring program components, and preparing for print or distribution Responsible for online ads starting from creation till budget calculation Designing electronic and printed media products(e.g. websites, publications, newsletters, booklets, directories, calendars, brochures, posters, presentations, etc.) and spread them via different social networks Participating in a variety of meetings for the purpose of networking, conveying and/or gathering information required to perform functions Producing videos, as requested for the purpose of creatively promoting and communicating district goals and objectives

Responsible for creating Online ads, their reports and different analyses according to certain budgets

Mar 2015

August 2016

Digital Marketing Manager

Unlimited Press for Publishing and Educational Solutions Apr 2014

Apr 2015

SEO Specialist and Content Editor

Business Boomers For Emarketing and Ecommerce

Oracle Service Cloud

Oracle Field Service Cloud

Oracle Commerce Cloud

Oracle Loyalty Cloud

Oracle Social Cloud

SaaS

Digital Marketing

Online Advertising

B2B

B2C

Content Creation

SEO

SEM

Out of the Box Ideas

Digital Branding

Digital Marketing Strategy

Website Analyses

Digital Apps

Analytics and Measurements

Google AdWords

Google Analytics

Communications

Translation (Arabic<>English)

Content Management Systems

Newsletters

Jira

Solution Architecture

Multitasking

Teamwork

Time Management

Accountability

Creativity

Self Learner

SKILLS

English College School (EGC)

Alexandria.

Bachelor Of Arts,English

Department, Linguistics and

Translation Sections. Alexandria

University

EDUCATION

Oracle Service Cloud

Oracle Field Service Cloud

Oracle Sales Cloud

Cloud Fundementals

Google AdWords

Social Media Channels and E

Marketing from BUE in Egypt

HR Diploma from Lane Community

College (USA)

CERTIFICATES

Advertising with Google AdWords ads in the Sponsored Links section next to search results to boost website traffic and sales

Building Search Network campaigns by finding keyword ideas and estimating how they may perform using Keyword Planner Optimizing Online Campaigns (Google Analytics-Google Adwords-Google Adsense-Online Ads- Facebook-Linkedin..etc

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Content Specialist at (Commercial Department)

Producing compelling and persuasive optimised content as required across the Qanawat client portfolio

Contributing to sourcing and building a diverse portfolio of outlets through which to seed and market content

Selecting the suitable contents of a specific category for service-operator updates according to sales information, ongoing marketing campaigns, and the recommendations and directives provided by product manager Updating and delivering the tasks assigned by Qanawat content management systems and service coordinator

Assisting service coordinator in the generation of service status reports Suggesting possible improvements to service coordinator to increase quality of service, customer satisfaction, and maximize P&S usage(increase downloads and subscribers)

Solving eligible incidents and requests according to scope of work and P&S delivery procedures(for example: generate new content package as requested by customer)

Prospecting in the market for possible content providers according to the requirements established by product manager

Producing the reports to recommend content providers to be partnered; providing the suitable recommendations to product manager for terminating partnership agreement or negotiating better conditions with eligible content providers

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Writing vacancies advertisement Support Customers via emails & phones Handling the cash on delivery documents which are required for the delivery couriers Assist with arrangements for the Sales' staff Prepare deals materials in both Arabic and English Languages

Preparing, rewriting and editing copy to improve readability Developing story and content ideas, considering reader or audience appeal Writing Website Contents and creating different presentations Writing Brochures contents Handle online customer's inquires and suggestions

Answering all customers question about deals Perform general office work, including but not limited to correspondence, copying, faxing and mailing Administrating all Beyondislands social media channels Measuring Results & insights constantly week to week" weekly reports" Planning, executing, and observing the social media strategy into the strategy for the business as a whole and

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Translating different types of texts, revising and proofreading materials from Arabic into English and vice versa

Editing and rewriting articles. Correcting spelling mistakes, grammatical errors and punctuation. Ensuring quality and cultural accuracy Giving feedback and rates to translators according to quality and adherence to accuracy

Communicating with clients via emails, phone calls and other applications like Skype

Solving proble ms according to the policy and regulations. Filling out the documents on the system. Browsing Online and doing researches on complicated projects

Aug 2013

Apr 2014

Content Specialist

Qanawat for Telecommunication and Internet Services Jan 2011

Jun 2013

Head of Media and Social Media Specialist

Beyondislands Company for E Marketing

Jan 2011

Present

Freelance Localization Project Manager

Qordoba, United Arab of Emirates

Certificate of Merit in writing the

best short story with

appreciation the faculty of Arts,

Department of English language &

Literature

Microsoft Learning Consultant

(CRM)

Salesforce CRM

Dr Ali Mohamed Tawabei/Head of

Editorial @ Qordoba -

+971*********

Jill Lucas/Line Manager

@UnlimitedPress - 012********

Sameh Abdelfattah /Managing

Partner @ Business Boomers

- 010********

Ahmed Reda /Managing Partner

@Beyondislands - 010********

Captain Saden Elzayat, Director @

Arab Exim Company- 034274429

Hesham Eldesouky, CEO @CEC

012*******

Sameh Elezaby, Manager@Oracle

010*********

REFERENCES

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In charge of delivering an adequate piece of work with high quality detailed oriented approach, covering wide range of domains. (Websites and Computers, Literature, some Technical matters, General staffs)

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IT WORX EDUCATION (Egypt)

LemGOLang (Netherlands)

ISO Translation (England)

Free-Language, LDA Spain

ARABIC TRANS. BELGIUM BVBA

Dana Translation (Jordan)

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A.E.C, Ship Supplier & Marine Services

Aware of all financial operations and their correspondences. Meet and exceed customer requirements at every stage of the order fulfillment process by assuming responsibility for total customer satisfaction

Analyze load information from the customer in order to determine and verify the appropriate routes, border crossing points and rates,and set up the daily schedules informing the others, and fill out the documents needed online

Enter the information in the system; Ensure the system contains complete and accurate details of the booking

Maintain contact with the customer throughout the duration of an order, communicating both positive and negative occurrences Contact companies, in order to negotiate needed equipment, dispatch the load, update the required websites with finalized details, and participate in problem solving as required

Create daily logistics reports by maintaining the daily journal and sharing information with the other members of the contract Create daily logistics reports for customers requiring them 2008

Present

Freelance Translator, Editor and Writer

Online.

Jan 2008

Present

Freelance Translator

Remotely

Jan 2007

Aug 2007

Communications & Logistic Coordinator / Translator Arab Exim Company

Contact this candidate