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CRM Customer Care and Call Center Manager


This is a candidate registered on Gulfoilandgas.com. To contact this candidate you need to purchase a subscription. Go to Recruitment Products >>

Education: 4
Experience: 7 years
Relocation: Yes - Domestically

Industry Experience
5 years Project/Client Services Manager
1 years Customer Service
1 years Construction Technician

Career Objective

I’m always looking forward to improving the work I’m leading and be part of teamwork. My motto is to get mingled with a well-reputed and organized firm to explore my capabilities further, and develop my skills


Professional Experience


Spectator Services Deputy Manager, Sept, 2006 – End of Games.
Doha Asian Games Organizing Committee

Customer Care Supervisor
Nasser Bin Khalid Al-Thani Group/ QAC, Mitsubishi-Motors, 2003 – present.

Job Function/Description:

• Develops evolving and customer-oriented processes for
receiving direct input from customers
• Conducts customer satisfaction surveys on a regular basis to obtain feedback regarding Sales and Service activities.
• Establishes and integrates customer data exchange system to ensure that the information on the customer is consistent throughout the dealership and facilitates data sharing among departments.
• Invites customers to join a customer panel for total dealer evaluation and results are to be conveyed to the top management.
• Conducts follow up operations within the required timeframe after new vehicle delivery, service or repair done to obtain feedback and regularly measure and monitor customer satisfaction outcomes.
• Operates and monitors customer complaints by following a well documented, customer focused Complaints Management process.
• Ensures that the customer complaints management process is completely customer oriented, consultative in nature and fully support the MMC/MFTBC brand.
• Reports all customer complaints information in a timely and accurate manner.
• Complies and tabulates various data or statistics for recurring reports such as activity reports or statement reconciliations and maintain customer database,
• Dedicates to customer satisfaction processes and establishes CS improvement plans throughout the business.
• Issues Thank You letters for each new customer after new vehicle delivery within appropriate timeframe.
• Collect customer feedback out of the suggestions boxes and follow up accordingly.
• Arrange and participate in all of the company activates.
• Maintenance and updating of Call Center Manpower records
• Conducts in-house training for front line staff at all departments concerning the customer care strategy.
• Conducts a regular and comprehensive training for the Call Center team.
• Liaise with the Quality Assurance Team to ensure proper handling of all the Customer Relations activities.
• Supervises the Customer Care staff and keep training them on a daily base.

Eductation

Bachelor of English Literature, 2000
Syria - Damascus University, Literatures and Human Arts Faculty.

Asst. Mechanical Engineer Certificate
Specialization: General Mechanic,
Department: Vehicles & machines, 1993 (2years)
Syria, Deir Ezzor- The Intermediate Industrial Institute

Academic Experience includes:
• Theoretical study of vehicles and machines with General Mechanic.
• Practical study of vehicles’ electricity, machine inspection and general mechanic.
• Mechanical English.
• Engineering Design.
• Materials’ Resistance


Industrial High School Certificate, 1991 (3 Years)
Syria- Deir Ezzor, Abu-Kamal, The Industrial Secondary School.


Literary High School Certificate, 1995 (Free study)

Higher Diploma of Educational Qualification, 2003 (2years)
Syria – Damascus University, Education Faculty.
Certification
• Customer Relations Management
Meirc, Dubai, first of October 2008.

 Fundamentals of Excellent Customer Service Certificate
The Art of Business Institute, Doha-Qatar, 2005

 IELTS Course
The British Council, Doha-Qatar, 2003

 Six Certificates of the basic levels of the Germany Language.
Goethe Institute, Damascus – Syria, 2001.

 Visual Basic, Intermediate Certificate
Al-Shabeeba Institute, Deir Ezzor-Syria. 1992

 (Quality Management System) (ISO) 9001-2000.
Qatar Chamber of Commerce & Industry, 2007

 Introduction to the Quality Management System
Nasser Bin Khalid Al-Thani & Sons Holding Co., 2006

• Customer Service & the Art of Telephone Skills
Target Training and Consulting Co., Doha, end of October, 2008.
Additional Information
I was honored by Shaeikh Ahmad Al-Fahad Al-Sabah
President, Olympic Council Of Asia

and Sheikh Tamim Bin Hamad Al-Thani
Chairman, Board of Directors, Doha asian Games Organising Committee.

for my contribution to the success of the 15 Asian Games Doha 2006. And I was granted an official appreciation certificate.

Also I was honored by the General Manager of Qatar Automobiles Co. (The dealer of Mitsubishi-Motors) for the good performance accordingly promoted to a seniopr level.
 

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