Nada Ghoneim Email & Phone Number

Dubai, United Arab Emirates

Cairo, Cairo, Egypt

-Managing 52 accounts: including Lamar, Cartona, Akhbar Alyoum, Soufy, Dar Al Teb and Reportage.-Handling the execution and performance of the clients’ campaigns.-Monitoring the spending and collections of the clients’ Ad funds.-Led the case studies project: Collected data and success stories from various clients, that helped sales and marketing teams sell more services.

Cairo, Cairo, Egypt

Cairo, Cairo, Egypt

Cairo, Cairo, Egypt

-Handled the planning and scheduling of 3 clients’ content calendars: Medical Digital Solutions, Hassabo International Hospital, and Onsy El Soroury.-Created proposals for new prospective clients.-Proofread and edited articles, website pages, E-books, and sales copies.-Designed digital marketing strategies for 4 clients.-Established online presence for our company (Medical Digital Solutions).-Created the template responses for the community management team.-Redesigned… Show more -Handled the planning and scheduling of 3 clients’ content calendars: Medical Digital Solutions, Hassabo International Hospital, and Onsy El Soroury.-Created proposals for new prospective clients.-Proofread and edited articles, website pages, E-books, and sales copies.-Designed digital marketing strategies for 4 clients.-Established online presence for our company (Medical Digital Solutions).-Created the template responses for the community management team.-Redesigned the proposals’ narrative. Show less

Cairo, Cairo, Egypt

-Managed 7 accounts: Medical Digital Solutions, PharmaAccess, Innovative Digital Solutions, Hassabo International Hospital, Onsy El Soroury, Helio Dental Clinic, and Solo.-Oversaw the execution of the clients’ content calendars, strategies, and proposals.-Delivered 4 stand-alone website projects in 3 months.-Led the rebranding project for PharmaAccess.-Provided personalized attention to each client.-Assumed responsibility for ensuring complete project… Show more -Managed 7 accounts: Medical Digital Solutions, PharmaAccess, Innovative Digital Solutions, Hassabo International Hospital, Onsy El Soroury, Helio Dental Clinic, and Solo.-Oversaw the execution of the clients’ content calendars, strategies, and proposals.-Delivered 4 stand-alone website projects in 3 months.-Led the rebranding project for PharmaAccess.-Provided personalized attention to each client.-Assumed responsibility for ensuring complete project satisfaction-Ensured clear communications and open dialogue between client and creative teams. Show less

-Managed 4 accounts: Vichy Laboratoires, La Roche Posay, Bank du Caire, and Blue Blue El Sokhna.-Oversaw the execution of the clients’ content calendars, strategies, and proposals.-Monitored our monthly payments.-Provided personalized attention to each client.-Assumed responsibility for ensuring complete project satisfaction-Ensured clear communications and open dialogue between client and creative teams.-Monitored our monthly payments.

-Handled the planning and scheduling of 3 clients’ content calendars: Vichy, Bank du Caire, and La Roche Posay.-Supported the team during sales pitches, created content for proposals, and brainstormed ideas for other accounts.

-Supervised the community management operations of 13 clients (Including Mountain View, El Sallab, Air Cairo, L’Oreal).-Lead a team of 7 community managers.-Created the department’s crisis management plan.-Crowdsourced a knowledge base for each account in cooperation with my team.-Lead the consultancy project for Bank du Caire: To establish a community management team (Results: We increased the page response rate from 4% to 97% in 3 weeks).-Created a community management… Show more -Supervised the community management operations of 13 clients (Including Mountain View, El Sallab, Air Cairo, L’Oreal).-Lead a team of 7 community managers.-Created the department’s crisis management plan.-Crowdsourced a knowledge base for each account in cooperation with my team.-Lead the consultancy project for Bank du Caire: To establish a community management team (Results: We increased the page response rate from 4% to 97% in 3 weeks).-Created a community management plan and did a case study on the best ChatBots to be used by UNICEF.-Designed a Quality Assurance system for the team. Show less

Egypt

-Led a team of 11 Customer Experience Specialists.-Designed a Training and Development plan for all departments.-Designed an Employee Engagement Program for the Customer Experience Team.-Designed a communication plan for all departments.-Maintained a consistent presence on the floor and acted as the first point of contact for escalations on critical and time-sensitive issues.-Implemented team priorities, identified mitigation plans when the queue is on the rise, route &… Show more -Led a team of 11 Customer Experience Specialists.-Designed a Training and Development plan for all departments.-Designed an Employee Engagement Program for the Customer Experience Team.-Designed a communication plan for all departments.-Maintained a consistent presence on the floor and acted as the first point of contact for escalations on critical and time-sensitive issues.-Implemented team priorities, identified mitigation plans when the queue is on the rise, route & follow-up on operational escalations, managed overtime and approved planned leaves, shift schedules, and approved timesheets (ensured adequate coverage, sent out overtime emails, monitored overtime signups and adjusted shifts)-Led, motivated, and managed the team including setting targets, driving performance, monitoring queue, ensuring discipline and morale, and liaising with other teams to optimize operations and facilitate insights.-Contributed to strategic plans to improve the team performance and KPIs.-Delivered actionable feedback to agents who are either outperforming or underperforming on KPIs, and setting PIPs.-Conducted monthly 1:1s and huddles to communicate and set clear expectations for the team, discuss MTD performance, and pass along new information.-Created daily, weekly and monthly reports for the team's performance and KPIs. -Monitored the team's responses' quality and CSat.-Created the shifts roster for the whole Customer Experience team.-Contributed to the recruitment of new Customer Experience employees.-Delivered training for new candidates. Show less

Cairo Governorate, Egypt

-Moderated the company’s FB & IG pages, and tickets received through the Zendesk.-Increased the response rate from 40% to 98% in 1 month.-Designed a complaints management system to track and handle the drivers-related complaints received from our customers.

Cairo Governorate, Egypt

Managed the No-Fault type insurance projects of 2 US-based companies: AAAMG Leasing Corp. and Accelerated DME Recovery.

Cairo Governorate, Egypt

-Handled referrals and insurance collections for No-Fault type insurance patients for 2 US-based companies: AAAMG Leasing Corp. and Accelerated DME Recovery.-Designed the company logo.

Cairo Governorate, Egypt

Marketed durable medical equipment to patients based in the US.

Cairo Governorate, Egypt

Handled the billing inquiries and complaints of Vodafone customers based in the UK.

Bachelor'S Degree, French Language And Literature

-La civilisation française (16ème - 21ème Siècle) -Phonétique et linguistique -La traduction (Français <-> Arabe - Arabe <-> Français) -La.

Education record