Customer Service Supervisor

• Apr 2022 - Present

Customer Service Agent

• Nov 2017 - Sep 2022

Call Center & Customer Service

• Nov 2017 - Mar 2022

Senior Loyalty program Specialist

• Jul 2016 - Feb 2017

- Oversee and ensure proper implementation of the loyalty program and all related features through regular follow up and coordination with related parties - Listening to concerns, addressing issues and finding solutions - Manage the loyalty software and generate required business report to analyze consumer behaviors and recommend appropriate business decisions - Drive the loyalty program activities effectively and efficiently - Define, implement and manage all communications with Card members via emails and phone calls - Coordinate closely with the Customer Service Department to ensure effective data entry of new loyalty cards data and information - Handle all communications related to the loyalty program with the Rd operations - Designing communications strategy focused on attracting, developing and retaining customers - Streamline and automate implementation processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with cross-functional supporting teams - Manage program performance and customer activity reporting to address areas including customer segmentation, program and campaign level impact (return on investment and profitability), customer demographics, and benefits usage recommending reasoned adjustments to the program. Show less

Senior Loyalty specialist - Marketing department

• Oct 2011 - Jul 2016

*Responsible for the loyalty program of Spinneys and HAPPY: customers' data, system problems, loyalty accounts problems and updates, orders, stock counts, preparing for promotions...*Ensure proper implementation of the loyalty program and all related features through regular follow up and coordination with related parties.*Follow up on the customers' complains and finding solution*Managing the loyalty software and generating reports*Training of the agents*Coordinate closely with the Call Center, Customer Service Departments and Loyalty desks in the branches to ensure effective implementation of the procedures, to follow up on the customers' issues, to inform them about new activities... Show less

Front End Supervisor

• Dec 2008 - Oct 2011

*Monitoring the performance of the front end staff, customer service assistant and porters.*Informing the staff about the new promotions, new activities...*Listening to the customers' problems and solving them*Responding to their inquiries and complaints*Responsible for counting the money of every shift.*Monitor checkout stations*Training for the new employees

Cashier and Customer service assistant

• Oct 2007 - Dec 2008

- Refund purchases - Filing, operator - Providing assistance and information for the customers - Maintaining clients complaints - Resolve product or service problem by clarifying the customer’s complaints, determining the cause and selecting the solution - Money changes (refund purchases, filing, operator, maintaining clients complain…) - Issuance of loyalty cards for the new customers - Redeem points of the customers against the loyalty gifts - Refund purchases - Filing, operator - Providing assistance and information for the customers - Maintaining clients complaints - Resolve product or service problem by clarifying the customer’s complaints, determining the cause and selecting the solution - Money changes (refund purchases, filing, operator, maintaining clients complain…) - Issuance of loyalty cards for the new customers - Redeem points of the customers against the loyalty gifts