Mai Wanas Email & Phone Number

Egypt

In addition to my previous responsibilities as 'Business Planning & Aftersales Marketing Manager' / 'Aftersales Planning & Contact center Manager', I was also responsible for the below tasks in this role:• Drive Key business priorities & strategy formulation adhering to Customer care & Aftersales growth strategy• lead the end-to-end processes assuring flawless/timely execution of all strategic & innovative projects• Close monitoring & supervision on Aftersales transformational initiatives' milestones growing revenues & profitability• Managing the company's 'Revenue Generation' forum; weekly monitoring Key projects' milestones

In addition to my previous responsibilities as 'Aftersales Planning & Contact center Manager', I was also responsible for the below tasks in this role:• Establish the 1st 'Aftersales Marketing' function in Egypt by designing / implementing a new organizational structure• Lead and manage all aftersales marketing and sales promotional campaigns• Execute campaigns with the assigned agency, ensuring alignment of communications across all channels• Monitor campaigns' insights and achieved KPIs against targeted KPIs• Grow the spare parts business; launch ACDelco lubricants in the IAM enhancing ACDelco brand equity• Develop and execute digital communication strategies for Chevrolet Complete Care offerings.

• Responsible for the Aftersales business planning and budgeting activities:- Develop & send monthly highlights, scorecard, and functional closing reports to the managing director- Prepare and send the P&A forecast report to the FP&A team on a monthly basis- Develop all presentation materials, including monthly reviews with the managing director, visit presentations, and regional reviews- Develop the department business plan and communicate it locally and regionally- Develop and send structural cost report to the FP&A team on a monthly basis and track the department's spending against the monthly forecasted budget• Manage 24/7 Contact center operations:- Lead a team of 11 agents, team leader, and project manager to provide 24/7 support to GM and Al-Mansour customers through the 16424 hotline- Improved contact center KPIs enhancing SLA and CSAT- Manage all contact center operations, including customers' general queries, sales leads, service reservations, warranty activation, and Roadside Assistance Program activities- Monitor contact center KPIs on a regular basis through business, operations, and CSAT reports - Arrange calibration sessions to enhance the quality of service provided to customers- Develop contact center call scripts- Update the contact center knowledge base regularly with new product launches and service information- Conduct product and service knowledge refreshment sessions as needed- Handle customer complaints related to the contact center's offerings

• Manage 24/7 'Roadside Assistance program':- Collaborate with the service provider to improve the program's (KPIs) reducing the average reach time to the customer and enhancing the customer satisfaction- Monthly review for the towing company's invoices applying penalties/bonuses based on the service provider's compliance with the agreement- Conduct training sessions for the service provider on new launches to ensure a smooth towing process.- Handle customer complaints related to the program's offerings• Monitor 'Customer request for assistance' system:- Improve customer complaints handling process across the dealership network- Cascade escalated global complaints to the concerned team for resolution & report closure- Monitor the CRA system assuring proper satisfactory complaints' closure within the targeted time frame• Manage the 'Customer at risk' program:- Prepare monthly reports on eligible customers in compliance with the program offerings- Monitor the program operations and ensure that the service provider is achieving its KPIs• Support Field actions completion rates and develop status reports• Prepare weekly reports on service operations scorecard and CSI performance• Prepare quarterly and annual CSI incentive program reports, and maintain records of program documents• Submit needed purchase requests for service operations programs• Develop CCA planning reports• Track CCA structure costs

• Manage the suppliers' relationship lifecycle, including placing and following up on orders, negotiating prices, and managing inventory• Oversee the import process, including arranging shipping procedures, customs clearance, and quality control• Process local & overseas payments / invoices • Develop pricing strategy / quotations & maintain financial records • Handle customer complaints and ensure customer satisfaction• Manage employee hiring and training• Travel to trade shows and conferences to meet with suppliers and customers

Bachelor'S Degree, Management Science, 3.77/4.0 ' Excellent With Highest Honors'

Thanaweya Amma (Sciences)