Mohamed Abaza Email & Phone Number

Kuwait

Kuwait

• 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

Kuwait

• 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

Kuwait

• 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

Kuwait

• 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.

Kuwait

•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.

Kuwait

•.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.

Bachelor Of Laws (Llb), Faculty Of Law

Education record