Eles Gsouma Email & Phone Number

Dubai, United Arab Emirates

Understanding Customer Needs: I gathered insights through surveys and direct feedback to align our strategies with customer expectations.Data Analysis: Track journey patterns and identify areas for enhancement, ensuring a smooth experience across all touchpoints.Customer Journey Mapping: I analyzed interactions to identify areas for improvement and enhance the overall experience.Cross-Functional Collaboration: I worked with marketing, technology, content, billing, quality and product teams to ensure a consistent, high-quality customer experience.Feedback Implementation: I recommended changes based on customer feedback to boost satisfaction and loyalty.Performance Metrics Monitoring: I tracked KPIs related to customer satisfaction and engagement to inform strategies and assess success.Training Staff: I trained employees on best practices for customer interactions, emphasizing the importance of exceptional service.Customer Advocacy: I represented customer needs within the organization, contributing to policies that prioritized satisfaction.Problem Resolution: I resolved customer complaints, ensuring solutions met their expectations and addressed concerns.Continuous Improvement Initiatives: I developed strategies to enhance satisfaction and loyalty, creating support materials that empowered customers.Customer Journey Monitoring: I monitored the customer journey, collaborating with teams to optimize each stage and ensure campaign success while addressing customer needs.Proactive Support: I resolved inquiries promptly, offering tailored solutions that enhanced overall experiences.Documentation and Reporting: I maintained detailed records of interactions, tracking trends to improve support processes.Customer Relationship Management: I fostered trust and loyalty through proactive follow-ups, ensuring customers felt valued.

Dubai, United Arab Emirates

Team Leader: I led a team of customer service reps, ensuring we provided great service.Handling Inquiries: I managed customer questions and complaints, making sure to solve issues quickly.Training New Staff: I trained new team members on how to provide excellent customer service.Monitoring Performance: I checked our team's performance to see how we could improve our service.Working with Other Departments: I collaborated with other departments to improve our services.Gathering Feedback: I collected customer feedback to help us enhance our service.Improving Processes: I made changes to our processes to make them more efficient.

Kyrenia, Cyprus

Prospected Students: I identified potential students through social media, online research, and personal referrals, expanding the university's reach.Built Relationships: I established rapport with prospective students, providing comprehensive information about Girne American University and its programs.Consultative Selling: I addressed students' questions and concerns, guiding them through the application process and encouraging enrollment.Registration and Planning: I managed the registration process for students, ensuring all details were meticulously planned for a smooth transition to university life.Welcomed Arrivals: I welcomed students at the airport upon their arrival, providing a friendly face and support as they transitioned to a new environment.Accommodation Assistance: I helped students with accommodation arrangements, ensuring they settled comfortably into their new living situations.Campus Tours: I provided guided tours of the university, offering insights into facilities, resources, and the academic environment, while also sharing information about the local culture and country.Earned Commissions: I received a commission for each successful enrollment, demonstrating my direct impact on the university’s student intake.

Doha, Qatar

Content Creation: Develop engaging content for various digital platforms to enhance brand visibility and attract target audiences.Social Media Management: Assist in managing social media accounts by creating posts, scheduling updates, and engaging with followers to build a community around the brand.Market Research: Conduct research to analyze market trends and identify potential opportunities for the company’s services.Campaign Support: Help in the planning and execution of marketing campaigns, ensuring they align with the company's overall objectives.Analytics Tracking: Utilize tools to track and report on the effectiveness of digital marketing initiatives, making recommendations for improvements.Collaboration: Work closely with other team members to support various marketing projects and initiatives, providing fresh ideas and perspectives.

Doha, Qatar

Coordinating Talent: I oversaw the scheduling and logistical arrangements for performers, speakers, and event hosts, ensuring they were well-prepared and informed about event details.Facilitating Communication: I served as the primary point of contact for all talent involved, addressing inquiries and providing crucial information before and during events.Providing On-Site Support: I offered hands-on assistance during events, ensuring talent had access to all necessary resources and addressing any immediate needs to enhance their experience.Building Relationships: I developed and maintained positive relationships with talent, fostering collaboration that contributed to the success of our events.Collecting Feedback: After each event, I gathered feedback from talent to identify areas for improvement and enhance future collaborations.Major Events & ExhibitionsQatar Summer Festival (2012)Qatar International Book Fair (2013)Qatar Motor Show (2014)Doha Jewellery and Watches Exhibition (2015)Qatar International Art Festival (2015)

Doha, Qatar

Event Staff: Provided essential on-site support for events, ensuring a positive guest experience.Event Staff Supervisor: Focused on training, team management, and problem-solving to ensure smooth operations.Freelance Talent Scout: Scouted and identified talent from my own database, building relationships with hundreds of university students.Major events:Qatar International Food Festival: 2010/2011/2012/2013/2014/2015. Qatar Fashion Show: 2011/2015.Doha Cultural Festival: 2012/2013/2014.Qatar Film Festival: 2011/2013.Qatar Music Festival: 2014/2015.National Sports Day Events: 2012/2013/2014/2015

Doha, Qatar

Supervised Game-Day Staff: Managed a team of ushers, gate ticket checkers, and ticketing box staff to ensure seamless operations on game days.Staff Coordination: Ensured all team members were in their designated positions and ready to assist fans as they entered the stadium.Crowd Control: Monitored and directed crowds to maintain a safe and organized environment, assisting attendees with seating and general inquiries.Customer Assistance: Provided support to fans, addressing their needs and resolving any issues promptly to enhance their event experience.Pre-Event Preparation: Conducted pre-event briefings to ensure all staff understood their roles and responsibilities, contributing to smooth stadium operations.Problem-Solving: Quickly responded to any operational challenges during events, ensuring a positive experience for both staff and attendees.

Doha, Qatar

In my role as a Field Interviewer for the brand awareness project at Al Kass TV, I:Conducted Surveys: I effectively administered face-to-face surveys, capturing responses directly from participants regarding their perceptions of the Al Kass TV brand.Ensured Data Accuracy: I focused on maintaining the integrity of the collected data by strictly adhering to structured questionnaires and guidelines.Engaged Participants: I built rapport with respondents, encouraging open dialogue that enriched the quality of the data gathered.

Bachelor Of Science In Marketing, Marketing

Diploma, Business Administration Marketing