Regional CRM Manager

• Aug 2015 - Present

Handel Ministry Of Commerce complaints. Keep track of Customers’ Concerns, work on solving it in the shortest time possible using the pre-defined process. .Follow Up the concerns with relevant parties, till the case is closed, and confirm customers’ satisfaction .Use a pre-defined escalation process to escalate overdue customers’ feedback .Set on going action plan(s) that will lead to achieve PDSS “Post Delivery Satisfaction Survey” and SSS “Service Satisfaction Survey” .Investigate low “PDSS/SSS”, to ensure proper solving to the route cause is in place .Escalate any common issues, that are affecting the PDSS/SSS .Document the agreed on problem solving action plans, to use them in the future if the issues reappeared .Communicate with the national CRM manager, to assure that best practice is applied, and the process is aligned throughout the 3 regions .Monitor Showroom(s) traffic, Test Drive, Phone inquiries, and different KPIs .Monitor the data entry on the Oracle done by the Sales / After sales advisors .Correct the normal cases, and escalate the major issues in the data entry .Generate a weekly report with the data entry quality per advisor .Act as the owner of the “Courtesy Cars” (After Sales Only) .Act as the owner of the “Demo Cars” (Sales Only) Show less

Plant Manager

• Jan 2015 - Aug 2015

Planning, organizing, directing and running optimum day-to-day operations to exceed our customers’ expectations. Increasing production, assets capacity and flexibility while minimizing unnecessary costs and maintaining current quality standards. Responsibility for production output, product quality and on-time shipping. Planning, organizing, directing and running optimum day-to-day operations to exceed our customers’ expectations. Increasing production, assets capacity and flexibility while minimizing unnecessary costs and maintaining current quality standards. Responsibility for production output, product quality and on-time shipping.

Trainees Service Manager

• Jul 2012 - Jan 2015

Setup & execute coop training project Setup & execute coop training project

CRM Manager

• May 2011 - Jul 2012

Owners Services Coordinator

• Jun 2010 - May 2011

Identifying primary thrust areas of business based on market surveys and analysis. Designing and implementing strategic plans in order to promote company’s products and optimize sales, volume and customer service. • Targeting potential clients, expanding current accounts, negotiating/developing revenue-generating relationships with VIP clients for enhancing profits and market share growth. • Streamlining reservation process, corresponding with clients/ agents and coordinating travel requests of corporate clients, whilst maintaining high customer service standards. • Evaluating VIP customer’s feedback to suggest modifications and incorporating the same in customer service strategy, thus ascertaining attainment of set customer service standards. • Maintaining client profiles and handling specials requests such as hotel booking and ground transportation to facilitate a pleasant flight for the customers. • Liaising between tour operators and customers to deal with sales and any issue that arise - flight changes, accommodation changes, date amendments. • Ascertaining that client relationships remain harmonious and that the clients receive a quality of service to encourage further growth and profitability of the organization. Show less

Customer Service Officer

• Sep 2005 - Aug 2009

Identifying primary thrust areas of business based on market surveys and analysis. Designing and implementing strategic plans in order to promote company’s products and optimize sales, volume and customer service. • Targeting potential clients, expanding current accounts, negotiating/developing revenue-generating relationships with VIP clients for enhancing profits and market share growth. • Streamlining reservation process, corresponding with clients/ agents and coordinating travel requests of corporate clients, whilst maintaining high customer service standards. • Evaluating VIP customer’s feedback to suggest modifications and incorporating the same in customer service strategy, thus ascertaining attainment of set customer service standards. • Maintaining client profiles and handling specials requests such as hotel booking and ground transportation to facilitate a pleasant flight for the customers. • Liaising between tour operators and customers to deal with sales and any issue that arise - flight changes, accommodation changes, date amendments. • Ascertaining that client relationships remain harmonious and that the clients receive a quality of service to encourage further growth and profitability of the organization. Show less