Mohamed Abaza Email and Phone Number
With 12+ years of experience in CRM, Customer Service , and Marketing, I have built a proven track record of enhancing customer satisfaction and driving business growth across multiple industries. As Senior Supervisor of CRM & Marketing at Automak Automotive Group, I oversee marketing and CRM activities for the Forthing, ROX, and JMC brands along with Rental & Express Garages Services managing CX operations in Kuwait. I lead a team responsible for executing marketing campaigns and customer engagement initiatives, with a strong focus on increasing customer loyalty, maximizing brand impact, and driving sales.Prior to my role at Automak, I led customer service teams at Al Shaya Group, overseeing MENA region operations for prominent retail and F&B brands such as STARBUCKS , Victoria’s Secret, Bath & Body Works, New Balance, Debenhams, ALO Yoga, and more. I also managed customer complaints for Kout Food Group, handling YUM Brands like PIZZA HUT, Burger King, and Taco Bell, in addition to the automotive sector with LEXUS and TOYOTA (Al Sayer Group, Kuwait). In these roles, I was responsible for optimizing team performance, resolving customer issues, and implementing systems to improve operational efficiency. My diverse background in CRM, customer service, and marketing has equipped me with the expertise to develop strategies that enhance both customer satisfaction and overall business performance.
Automak Automotive Co. K.S.C.C
View- Website:
- automak.com
- Employees:
- 137
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Senior SupervisorAutomak Automotive Co. K.S.C.C Dec 2023 - PresentKuwait• Leading a team of CRM & marketing professionals in the planning and execution of integrated marketing & CRM campaigns with KPIs Monitoring.• Managed marketing budget & optimizing resource allocation to maximize ROI , in addition to having relationships with external agencies and vendors to ensure the delivery of marketing materials and services• implement and manage CRM systems to streamline customer interactions to improve response times, AHT and increase customer satisfaction & retention.• Developed and implemented marketing strategies to increase brand awareness and contributed growth in revenue, in addition to Organizing events, Car shows, and product launches to increase brand exposure.• Oversaw digital marketing efforts, including SEO, SEM, email marketing and social media to increase online engagement
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Customer Service SupervisorAlshaya Group Oct 2020 - Dec 2023Kuwait• Managing the day-to-day activities of the team• Monitor team performance and report on metrics• Develop team strengths and improve weaknesses• Identify team goals and evaluate team progress• Organize team initiatives, Resolve conflict & Coach team members.• Motivating the team to achieve organizational goals• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.• Set clear team goals and KPIs• Delegate tasks and set project deadline -
Customer Service OfficerM. H. Alshaya Co. Oct 2019 - Sep 2020Kuwait• Communicating with customers through various channels “Online chats, email & phone calls” in Middle East & North Africa Region.• Resolves product or service problems FCR by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction and following up to ensure resolution through all company brands “Starbucks, H&M, Debenhams, Mac, Pottery barn, Victoria's Secret, Bath & Body works etc...” • Providing customer satisfaction to both internal and external customers according to the company policies.• Encourage customers to complete surveys & assist store teams in HR inquires, Refund & Exchange policies and exceptional approval for store & E-commerce shopping.• Escalating problems, summarizing any additional actions required and advising customers when they can expect a final response• Maintaining a positive, empathetic and professional attitude toward customers at all times.• Take the extra mile to engage customers &work with customer service manager to ensure proper customer service is being delivered• Take payment information and other pertinent information such as addresses and phone numbers, Place or cancel orders
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Customer Service RepresentativeAl Sayer Group Holding - مجموعة الساير القابضة Oct 2014 - Oct 2019Kuwait• Schedules service appointments and receives vehicles information for Lexus & Toyota Automotive in Kuwait.• Promote vehicles specifications, prices & Stock availability while adhering to company procedures & policies • Handles customers complaints and ensures high customer satisfaction standards.•Promote new products , services and inform customers with our new Promotions while adhering to the companies’ policies & procedures.•Delivering customers inquires , complaints , feedback & suggestions to the specialized and concerned teams and the right channels.• Maintains customer rapport by explaining estimates and expected return of vehicle.•Responsible for taking inbound phone calls that come into the call center which may involve customer complaints or processing product orders.• Transfer customers calls to relevant showrooms , garages..etc when its necessary.• Creates workflows related to specific work areas. -
Complaints Management System RepresentativeKout Food Group Sep 2013 - Sep 2014Kuwait•Escalating problems and complaints received through social media , international brands websites & telephones ; summarizing any additional actions required, advising customers when they can expect a final Response, drafting and sending out correspondence.• Sending the requested complaints reports to the operations and marketing departments with main points briefed.•Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly.•Create smooth communication channel with other departments to resolve customer problems & requests when needed.•Follow up customer’s related cases & feeding back customers with the final status.•Update customer profile & Provide customer feedback to management team & system with all customer demands or inquiries.•Making fair, impartial decisions on whether to uphold a complaint in line with company / regulatory Frameworks.•Apply the service quantity standards & service scheme in all contacts in a friendly & efficient manner while maintaining Kout food Group standards.•Provide customers with all required information related to the company services & procedures.• Creating the weekly Schedule for the CMS team, Monitoring agent’s calls and sending the evaluation to the concerned operations units.•Customer service orientation.•Meets customer's needs. -
Call Center RepresentativeKout Food Group Jun 2012 - Sep 2013Kuwait•.Promoting company products and achieving monthly KPI’s (Key Performance Indicators) targets.•.Multi branded Agent , Handle Customer inquires based on a high quality of service•.Responsible for taking inbound phone calls while ensuring that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency .•.Communicate clearly and effectively with customers.
Mohamed Abaza Skills
Mohamed Abaza Education Details
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Faculty Of Law -
Janaklees National Schools (English School)
Frequently Asked Questions about Mohamed Abaza
What company does Mohamed Abaza work for?
Mohamed Abaza works for Automak Automotive Co. K.s.c.c
What is Mohamed Abaza's role at the current company?
Mohamed Abaza's current role is Senior Supervisor CRM | CX | Marketing.
What schools did Mohamed Abaza attend?
Mohamed Abaza attended Alexandria University, Janaklees National Schools (English School).
What skills is Mohamed Abaza known for?
Mohamed Abaza has skills like Leadership, Team Building, Social Media, Grace Under Pressure, Communication, Motivated Self Starter, Negotiation, Team Management, Team Leadership, Strategic Planning, Microsoft Office, International Law.
Who are Mohamed Abaza's colleagues?
Mohamed Abaza's colleagues are Thomas Agyare, Kareem Mahmoud, Salman Khurshid, Mohammed (Mustafa) Al-Ya’aqbah, Ola Alshishani, Naresh Kummari, Thiru Moorthy.
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mohamed abaza
Design Engineer For Electrical Systems Mv / Lv At Abj Engineering & Contracting Co. KsccSalmiya -
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Mohamed Abaza
Salmiya
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