Maha Farouk Email & Phone Number

Giza, Al Jizah, Egypt

Cairo, Egypt

Cairo Governorate, Egypt

Monitor competitive online activities assessing the related enhancement usability.• Manage all Social Media/digital Advertising• Work with ALEXBANK business partners on monthly calendar delivering on Bank’s objectives.• Manage digital Media agency• Managing online brand and product campaigns to raise brand awareness and capture leads• Develop content ideas to serve ALEXBANK digital objectives and campaigns• Identify trends and insights, and optimize spend and performance based on insights.• Supervise content development and execution• Manage E-marketing activities to enhance efficiencies• Manage all display, Social Media, GDN advertising plans and performance

Egypt

• Managing Digital Marketing Team at Nahdet-Misr Publishing House.• Developing Digital strategies for Nahdet-Misr Publishing House.• Developing and managing Digital Marketing Campaigns• Websites and SEO, SEM Strategies• Social Media Strategies• Paid Media Strategies• Managing and prioritizing the projects’ pipelines.• Facilitate the relationship between the digital marketing team and Stake Holders.• Responsible for the preparation of any quotation related to digital projects.• Responsible for the headcount forecasting and hiring of new resources.• Responsible for maintaining the availability of resources to deliver full fledge digital services.• Social Media Management, content creation, moderation, Reporting.

Egypt

Major Key Activities:• Lead the Social Media Team to achieve the Digital strategy in terms of the below:• Achieve the top interactions & engagement rate in the different brands we work for• Achieve the top Social devotion in local market & get the global target• Create the best engagement content to drive engagement & increase the social network channels reach& impressions• Work on brand presence in social networking sites including Facebook, Twitter, Google+, You tube andall new channels and other similar community sites & relevant blogs• Delivering online communications and care strategy to support & increase awareness for all keyproposition launches within the company wide portfolio of products• Work for brand reputation & brand advocacy in direct alignment with PR & Marketing communicationteam• Building strong brand awareness via engaging activities and high quality online productions such ascontests, games & apps• Providing the best customer care through the Social media channels.• Budgets for social media activities & staffing Recruit and manage the social media staff• Planning all social media campaigns and day to day activities• Work with internal stakeholders on big events & campaigns activations to increase buzz around a certainactivity• Developing benchmark metrics to measure the results of social media programs• Analyze and evaluate social media campaigns and strategies• Reporting on effectiveness of campaigns & monitoring trends in social media• Monitoring the activities of main competitors in social media• Understand how the social media impacts search traffic and other brand touch points

Egypt

• Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Exchange, Sharepoint, webhosting, eshop, CRM) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.• Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL.• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.• Provides relevant and accurate information (Services, Products & Policies).• Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.• Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products. • Attending different UATs to ensure that any new business solution or product is compatible with systems and internal processes. • Handle new complicated services and business solutions currently in the market.• Contact related vendors & liaise with them reported problems.• Monitor SLA time frames and report them till closure• Meeting/exceeding department KPIs consistently & innovatively. • Provide customer with appropriate options/right suggestion.• To maintain average of the supervisor observations and the QA observations according to KPIs.• Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.• Acting on VOC with Full process to have it on production.• Handle customer inquiries through Web Chat on Vodafone formal site.

Egypt

• Gather, filter, & communicate the necessary telecom. Technologies materials & information "especially new handsets, connectivity hardware & software, new products & services” in a simplified way to be easily understood by Call Center / Corporate agents.• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.• Handle multiple scopes of tasks of (UAT'S) user acceptance tests, internal & external service level agreements.• Provide Call Center / Corporate agents with acceptable technical knowledge to be able to enhance quality of services offered.• Conduct the necessary orientation sessions to all customer care staff regarding newly launched products & services, refresher session on current products & services, any gathered materials that needs to be explained to COPS staff• Visiting VIP customers for BlackBerry and data connectivity products orientations and troubleshooting for problem solving.• Train Vodafone Egypt customer care agents how to solve mobile Internet problems

Answer calls professionallyRespond to customer inquiriesResearch required information using available resourcesHandle and resolve customer complaintsProvide customers with product and service informationEnter customer informationProcess orders, forms and applicationsIdentify and escalate priority issuesRoute calls to appropriate resourceFollow up customer calls where necessaryComplete call logsProduce call reports

Helioplis , Cairo , Egypt

High, Faculty Of Arts Tourism Department, Good

High School