Experience

JD HOLDING

• Egypt
• Real Estate

• CRM Manager

  • Jun 2021 - Present

  - Managing Customer Care, Call Center, and Collection functions - Customer Experience Strategy - Internal Processes, Procedures, and Forms Documentation & Enhancement - CRM Application Modules & Reports customization - Classified Database + Real-Time Analysis - Regular Coordination with different departments - C-Sat, Validation, Follow Up, and Payment Reminder campaigns - Design, prepare & present reports, and analysis to management - Managing Customer Care, Call Center, and Collection functions - Customer Experience Strategy - Internal Processes, Procedures, and Forms Documentation & Enhancement - CRM Application Modules & Reports customization - Classified Database + Real-Time Analysis - Regular Coordination with different departments - C-Sat, Validation, Follow Up, and Payment Reminder campaigns - Design, prepare & present reports, and analysis to management



Akam Developments

• Egypt
• Real Estate
• 100 - 200 Employee

• CRM Manager

  • Dec 2019 - May 2021

  - Managing Customer Care, Call Center, and Collection functions - Internal Policy Documentation & Enhancement - Processes + Forms Documentation & Enhancement - Site Updates & Follow Up - CRM Application Modules & Reports customization - Classified Database + Real-Time Analysis - Contracts Cycle, Scan, Entry process + SLA - Contracts Archive Room administration - Regular Coordination with different departments - C-Sat, Validation, Follow Up, and Payment Reminder campaigns - Design, prepare & present reports, and analysis to management Show less



Sorouh Developments

• Egypt
• Real Estate
• 1 - 100 Employee

• Call Center Manager

  • Jan 2019 - Dec 2019

  - Ensure Call Center function operates effectively & efficiently - Hire, train, prepare, schedule, and motivate staff members - Guide representatives through difficult situations, calls or issues - Diffusing angry clients / handling issues that cannot be handled by agents - Leads Generation, DB Validation, and Satisfaction Campaigns - Assist in setting KPIs and metrics and establishing objectives and goals - Take proactive & reactive steps to improve performance and processes - Design, prepare & present reports, and analysis to management Show less



Abraj Misr

• Egypt
• Real Estate
• 1 - 100 Employee

• CRM Manager

  • Jan 2018 - Dec 2018

  - Ensure both the company & clients adhere to contract terms- Corporate Communication & Project Updates- Database, Inventory, and CRM Application Administration- Call Center Administration- Design, prepare & present reports, and analysis to management

• CRM Senior Supervisor

  • Jul 2016 - Dec 2017

  - Ensure Clients’ Inquiries, Complaints, & Requests are being handled- Classified Database- CRM Application Administration- Corporate Communication & Project Updates- Contracts, Filing, and Archiving- Reporting, Analysis, & Presentations



IGI Real Estate

• Egypt
• Real Estate
• 1 - 100 Employee

• CRM Supervisor

  • Jan 2015 - Jun 2016

  - Handling Customers' Inquiries, Requests & Complaints - Classified Database - Social Media Administration - Database Administration - Corporate Communication - Reporting & Presentations - Handling Customers' Inquiries, Requests & Complaints - Classified Database - Social Media Administration - Database Administration - Corporate Communication - Reporting & Presentations



BDO Esnad

• Egypt
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Contact Center Supervisor

  • Jul 2013 - Dec 2014

  - COPC Certification Preparation- Create an environment in which people practice self-responsibility- Helping the team(s) to work together and get the best results- Making sure performance is kept to a high standard- Helping the team’s training and development- Handling clients’ requirements- Reporting & Presentations

• Contact Center Team Leader

  • Jan 2011 - Jun 2013

  - Create an environment in which people practice self-responsibility- Helping the team(s) to work together and get the best results- Making sure performance is kept to a high standard- Handling clients’ requirements- Helping the team’s training and development- Reporting & Presentations

• Contact Center Senior Agent

  • Jul 2010 - Dec 2010

  - Supports & Assists team leaders- Provides PK & CS training to newcomers- Teams’ attendance & schedules- Coaching & Quality monitoring

• Contact Center Agent

  • Jan 2009 - Jun 2010

  - Answer calls professionally & respond to customer inquiries- Handle and resolve customer complaints- Provide customers with product and service information- Log all activities on used system- Reporting & Presentations



Barclays Investment Bank

• United States
• Financial Services
• 700 & Above Employee

• Direct Sales Executive

  • Jan 2008 - Dec 2008

  - Product Promotion & Appointment Scheduling (indoor / outdoor) - Ensure territory coverage to touch all opportunities - Creating and nurturing relationships with Clients - Product Promotion & Appointment Scheduling (indoor / outdoor) - Ensure territory coverage to touch all opportunities - Creating and nurturing relationships with Clients