-Every day we’re saying, How can we keep this customer happy? How can we get ahead in innovation by doing this?’ Because if we don’t, somebody else will. — Bill Gates / Let's work together to drive innovation, improve customer experiences, and achieve unparalleled success. - As a seasoned Customer Insight Leader with over 23 years of experience, I specialize in harnessing market research and data analysis to optimize customer needs and behavior. My expertise lies in leveraging insights to drive business growth and elevate customer satisfaction.- Throughout my career, I have successfully navigated multiple roles within customer care, customer experience, and sales functions, consistently achieving exceptional results. My commitment to excellence is further demonstrated by my Business Foundation Diploma from IE University in Spain, where I was honored as a Staller for my outstanding performance.- I am now focused on applying my extensive experience and innovative approach to contribute to the advancement of organizations . - Skilled in:-Design and implement Customer Insight research to get the latest updates and trends use in customer insights. -Analyze Customer Satisfaction feedback to identify areas of enhancement, solve problem and use new technologies. -Design Insights Campaigns to target certain customers and segments.-Put & Plan Business Strategy year by year with latest trends and solutions built from research findings.-Draw Customer Journey through all touch points over years, use this journey to initiate new services and new products.-Build Compliance management workflow through used systems and circulate it through related departments to keep the OLA and SLA withing agreement, serve our customer with high quality and standers-Plan Customer Insight yearly Budget of satisfaction models with different solutions & technologies- Achievements:-Improved digital CSAT% (Customer Satisfaction %) by 20% -Improved Chatbot tool and working on enhancing SCAT rate by working on bot flow, menu, response time & friendly communication.-Enhanced Complaint Management FCR by solving problems within OLA & SLA, from first time in the way customers expected.- My contact: If you are looking for Customer experience, customer insights, Sales, and Customer service Consultant/ Director with highly analytical and detail oriented. We can drive success work together, share valuable insights & best practices in customer insight and customer experience.manar.abunowar@gmail.com
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Customer Retention DirectorLikecardRiyadh, Sa
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Customer Retention DirectorLikecard Oct 2024 - PresentDubai, United Arab Emirates -
Customer Insights & Rentention Senior Specialist @Zain JordanZain Jordan Jun 2020 - Sep 2024Amman, JordanAchievements:- Increased digital CSAT% (Customer Satisfaction %) with 20% - Improved Chatbot and enhanced SCAT rate through bot flow, menu, response time & professional communication.- Enhanced Complaint Management FCR, solve problems within OLA & SLA, from first time in the expected way.- Increased IVR FRC as I improved IVR menu, answered skill and directed customers to use digital tools like App, Bot, and Website- Encouraged agents to do better communication, add extra… Show more Achievements:- Increased digital CSAT% (Customer Satisfaction %) with 20% - Improved Chatbot and enhanced SCAT rate through bot flow, menu, response time & professional communication.- Enhanced Complaint Management FCR, solve problems within OLA & SLA, from first time in the expected way.- Increased IVR FRC as I improved IVR menu, answered skill and directed customers to use digital tools like App, Bot, and Website- Encouraged agents to do better communication, add extra points to their incitive, launched different competitions.Responsibilities:- Focus on Customer Insight (Real Time feedback & Campaigns) use established and new approaches and activities to apply them on new and existing customers to collect their feedback and ensure customers' knowledge and satisfaction of the product and services Zain Jordan has. - Utilize customers RTF in design KPIs, know area of enhancement, reduce terminated customers through different channels. - Solve customers' challenges and share feedback & manage customers' insight (RTF & Campaigns) with business owners for better and deep understanding of customers' needs and follow with actions for business improvements.- Optimize service delivery outcomes, meet customers’ expectations, able to handle situations well and resolve them quick and effective manners.- Acquire and apply new knowledge and skills related to digital technologies. Use digital tools and have the expertise of how and when to use the digital technology to improve effectiveness outcomes.- Design and implement interactive activities, proactive ad reactive for new and existing customers to increase satisfaction and boost customers' knowledge of the product and services Zain has. Show less -
Customer Intelligence Team Leader @Zain JordanZain Jordan Sep 2010 - May 2020Jordan - AmmanAchievements- Developed reporting tool on Ticketing System. The developed report tool included dashboard , detailed periodic and Ad-Hoc reports.- Automated SLA and OLA calculations.- Granted with SAWA Award and ZAINER of the Quarter Recognition for my distinguished work effort and deliverables which contributed to the overall development of work and process performance. - Granted with Zain SAWA Awards for two charity events; the first one related to house painting in… Show more Achievements- Developed reporting tool on Ticketing System. The developed report tool included dashboard , detailed periodic and Ad-Hoc reports.- Automated SLA and OLA calculations.- Granted with SAWA Award and ZAINER of the Quarter Recognition for my distinguished work effort and deliverables which contributed to the overall development of work and process performance. - Granted with Zain SAWA Awards for two charity events; the first one related to house painting in impoverished areas in Jordan and the second one for Zain’s first Charity Bazaar.-Responsibilities- Monitored received tickets on Complaint Management system and related KPIs to assure proper end-to-end resolution to reach the ultimate customer experience. - Communicated voice of the customers outcomes with stakeholders and realigned process to meet customer perception and needs. - Implemented NPS metric at all touch points and got customer perception of the operational process to improve customer experience across those touch points.- Prepared Customer Care's yearly OPEX & CAPEX budget in cooperation with Finance accountant team and monitored the expenses. Show less
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Smes & Sohos(Small Office Home Office) Team Leader @Zain JordanZain Jordan Sep 2009 - Aug 2010Jordan - Amman- Initiated retention team to handle human-to-human Customer Relation of 700 accounts that were not contacted for more than one year and found potentials and opportunities from those accounts. - Managed high revenue corporate accounts with low number of operating lines, performed upselling proposals to shift their account from High Revenue / Low Loyalty to High Revenue / High Loyalty. - Conducted and arranged daily visits with accounts owners, checked their used packages, explained to… Show more - Initiated retention team to handle human-to-human Customer Relation of 700 accounts that were not contacted for more than one year and found potentials and opportunities from those accounts. - Managed high revenue corporate accounts with low number of operating lines, performed upselling proposals to shift their account from High Revenue / Low Loyalty to High Revenue / High Loyalty. - Conducted and arranged daily visits with accounts owners, checked their used packages, explained to them new offers and collected outstands bills.- Analyzed accounts ARPU and decided free of charge devices or services to provide them.- Offered those what products and services that they mostly needed and required in their day-to-day experience with the telecom operator. - Obliged appropriate and convenient after sales services. Show less
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Sales Support Team Leader @Zain JordanZain Jordan Jun 2004 - Aug 2009Jordan - AmmanAchievements- Utilized and launched the corporate CRM in collaboration with the IT division and and vendors from Cyprus. - Covered all customer-related issues, included detains for Customer Life Value segmentation purposes in launched systems.- Formed a sales commission base in cooperation with the finance and HR departments, ensured equity among all parties and aimed to boost sales team motivation.- Automated ccounts which received discounts and FOC gifs cycle, tracked and… Show more Achievements- Utilized and launched the corporate CRM in collaboration with the IT division and and vendors from Cyprus. - Covered all customer-related issues, included detains for Customer Life Value segmentation purposes in launched systems.- Formed a sales commission base in cooperation with the finance and HR departments, ensured equity among all parties and aimed to boost sales team motivation.- Automated ccounts which received discounts and FOC gifs cycle, tracked and reported purposes.- Awarded and acted as CEO for the day , I were the First woman and second worker .- Awarded Zain's SAWA for my work as the ISO-27001 "Information Security Management System" Quality Champion.Responsibilities- Reported the gross and churn trends of customer accounts on a daily, weekly, and monthly basis.- Designed and prepared KPIs reports and charts to update and alarm top managements with lasts vary indicators. - Calculated corporate accounts and indirect sales holder and managers' commission.- Provided sales managers and accounts' holder with ad-hoc reports with analytical studies. - Worked with external auditors on their requirements per scheduled annual audit program and worked on the corrective measures whenever required. Show less
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Inbound Customer Service Representative @Zain JordanZain Jordan Sep 2001 - May 2004Jordan - AmmanAchievements:- Best Rep of the Month for many times.- Golden Rep (First Representative) of the year competing with 70 employees. Responsibilities- Answered customers calls and emails in a professional and courteous manner.- Resolved customer inquiries and complaints within SLA and efficient manner.- Assisted customers with products information and support.- Provided customer service support of product activation, billing, and technical support.- Recorded… Show more Achievements:- Best Rep of the Month for many times.- Golden Rep (First Representative) of the year competing with 70 employees. Responsibilities- Answered customers calls and emails in a professional and courteous manner.- Resolved customer inquiries and complaints within SLA and efficient manner.- Assisted customers with products information and support.- Provided customer service support of product activation, billing, and technical support.- Recorded customer interactions in the company database for future reference.- Maintained knowledge of company products, policies, and procedures.- Participated in continuous training programs and improved customer service skills.- Stayed updated with new products and promotions and assisted customers with their inquiries.- Collaborated with other departments and resolved customer issues.- Met performance goals and standards set by the company and achieved Best Rep and Golden Rep.- Worked in a fast-paced environment and handled multiple tasks.- Worked in flexible schedule, through weekends and evenings.- Handled sensitive customers information with confidentiality. Show less
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Zain Cash Operation Team LeaderZaincash.Jo Sep 2018 - Dec 2018Amman, Amman, Jordan3 months project to desgin Zain Cash operation flowAchievements:- Designed agreement with legal team to implement FinTech solution to Schools, universities & exchange shops.- Designed commission structure and system upon signed agreements - Process digitalization and optimization 7data analytics; moreover, customized solutions per segment to meet related requirements and boosting money wallet usage.Experience:- Implemented various tasks and projects related to… Show more 3 months project to desgin Zain Cash operation flowAchievements:- Designed agreement with legal team to implement FinTech solution to Schools, universities & exchange shops.- Designed commission structure and system upon signed agreements - Process digitalization and optimization 7data analytics; moreover, customized solutions per segment to meet related requirements and boosting money wallet usage.Experience:- Implemented various tasks and projects related to financial technology, such as payments processing, compliance, risk management, and customer service.- Day-to-day follow up on payment systems operations and transactions. Moreover, ensured compliance with regulatory standards, and managed disputes and fraud detection. Worked closely with the IT department to ensure smooth functioning of the systems and to implement any necessary updates or upgrades.- Identified potential risks and implemented measures to mitigate them. Nevertheless, included implementing fraud detection systems, monitored suspicious activity, and developed policies and procedures to ensure compliance with relevant regulations.- Handled customer inquiries, resolving issues, and providing support to clients. Also, worked closely with the sales and marketing teams to develop and implement strategies to increase customer satisfaction and retention.3 months project to design Zain Cash operation flow. Show less
Manar Abu Nowar Skills
Manar Abu Nowar Education Details
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Honor -
Very Good -
Honor
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Digital Transformation
Frequently Asked Questions about Manar Abu Nowar
What company does Manar Abu Nowar work for?
Manar Abu Nowar works for Likecard
What is Manar Abu Nowar's role at the current company?
Manar Abu Nowar's current role is Customer Retention Director.
What schools did Manar Abu Nowar attend?
Manar Abu Nowar attended Ie Business School, Jami'at Mu'tah, Ie Business School, Ie University.
What are some of Manar Abu Nowar's interests?
Manar Abu Nowar has interest in Cycling Reading Travelling Hiking, Social Services, Economic Empowerment, Civil Rights And Social Action, Politics, Cycling Readingtravellinghiking, Education, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights.
What skills is Manar Abu Nowar known for?
Manar Abu Nowar has skills like Telecommunications, Management, Team Management, Team Leadership, Crm, Sales Operations, Customer Experience, Call Centers, Leadership, Analysis, Vas, Project Planning.
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