CRM Customer Care and Call Center Manager
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Experience: 7 years
Relocation: Yes - Domestically
Im always looking forward to improving the work Im 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
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.
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.
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.
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.
Customer Relations Management
Meirc, Dubai, first of October 2008.
Fundamentals of Excellent Customer Service Certificate
The Art of Business Institute, Doha-Qatar, 2005
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.
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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