Experience

Shahawi Properties

• Egypt
• Real Estate
• 1 - 100 Employee

• Customer Relationship Management Specialist

  • Oct 2018 - Present



Misr Italia Properties

• Egypt
• Real Estate
• 400 - 500 Employee

• Customer Relationship Management Supervisor

  • Jan 2018 - Jul 2018

  Leading and supervising a team of customer care executives, reviewing their productivity and performance, supervising all internal and external customer channels including call centre, mobile, emails, events and social media. Perform and report statistical analysis of customer service performance, recommending improvements to CS processes, supervising contracts delivery, collections, units handover, Inbound calls distribution, collections and maintain SAP & SLA. Maintain and develop professional and productive relationship with clients in order to increase customer loyalty, referrals and revenue. Constantly reviewing and improving the internal and external process increasing customer satisfaction and loyalty by using KPI’s metrics, Surveys and static analysis. Show less



Emaar Misr

• Egypt
• Real Estate
• 700 & Above Employee

• Customer Relationship Management Executive

  • Dec 2016 - Dec 2017

  Maintaining customers and answering customer’s enquiries using the standard guidelines. Taking ownership of complaints and queries and proactively following through to resolution. Making sure that all customers’ queries are well investigated and resolved and escalating queries if needed to appropriate supervisor. Assisting management and team manager with any assigned special projects and providing backup to the team manager when required. Maintaining work cognition of each customer service process for various market segments and communicating issues to team manager. Follow up with contractors with regards to maintenance and repairs complaint and forward all such issues to FM team and following up with them until cases resolved. Show less



Emirates NBD

• United Arab Emirates
• Banking
• 700 & Above Employee

• Retail Banking

  • Apr 2015 - Dec 2016

  Retail account officer at E-Channels Emirates NBD H.O, responsible of electronic services and E-banking services, handling issues and Team leader. Formulating vision and strategy for the bank’s development. Allocating new branches, re-allocating current branches. Renovating current branches Preparing ROI Analysis for new endeavours "retail projection". Liaising between different bank’s departments to ensure implementation of the strategy Retail account officer at E-Channels Emirates NBD H.O, responsible of electronic services and E-banking services, handling issues and Team leader. Formulating vision and strategy for the bank’s development. Allocating new branches, re-allocating current branches. Renovating current branches Preparing ROI Analysis for new endeavours "retail projection". Liaising between different bank’s departments to ensure implementation of the strategy