Working in various projects within the company's business areas to assess their needs for customer information in order to structure program plans to achieve these specific goals. • Assisting line/functional managers in the interpretation of data findings by providing timely and actionable research • Reviewing and assessing service networks and Integrating standardized tools and templates within the projects to streamline cross-functional project management to determine areas for… Show more Working in various projects within the company's business areas to assess their needs for customer information in order to structure program plans to achieve these specific goals. • Assisting line/functional managers in the interpretation of data findings by providing timely and actionable research • Reviewing and assessing service networks and Integrating standardized tools and templates within the projects to streamline cross-functional project management to determine areas for operational improvement.• Partnered virtually with global cross-functional team members across different geographies to support Client’s customer insights needs. • Supporting the Business planning teams with statistically sound existing and emerging market assessments, providing the foundation for sales planning by aggregating and analyzing internal and external strategies to assess performance drivers and identify insights. Show less

Worked closely with cross-functional internal planning teams to develop marketing goals and set operational KPI's• Consulted with Internal Managers to design and implement focus groups to identify training needs to Leverage CRM to maintain assigned accounts.• Collaborated with the client on Brand positioning and planning initiatives by conducting market research and implementation initiatives.• Scope involved restructuring pre-existing procedures ensuring that stakeholders… Show more Worked closely with cross-functional internal planning teams to develop marketing goals and set operational KPI's• Consulted with Internal Managers to design and implement focus groups to identify training needs to Leverage CRM to maintain assigned accounts.• Collaborated with the client on Brand positioning and planning initiatives by conducting market research and implementation initiatives.• Scope involved restructuring pre-existing procedures ensuring that stakeholders understand and support their key business objectives.• Established the CRM platform structure ensuring it works seamlessly across the business and captures required information at key points in the customer life cycle to recognize commercial marketing opportunities.• Providing organizational diagnosis including data collection and operational analysis by presenting results with process recommendations to Management.• Attended workshops, exhibitions and visited customer sites to identify and establish current scope and parameters of any future business expansion Show less

Project role involved launching of the hospitality brand and the opening of the outlets under the brand. Involved with the Business Partners to Plan, manage and deliver tailored multi-channel CRM campaigns.- Setting up and supporting the service development and improvement strategies that effectively support the digital vision for the company within key customer touchpoints.- Planning and delivering CRM strategies by developing social media programs to expand client base through… Show more Project role involved launching of the hospitality brand and the opening of the outlets under the brand. Involved with the Business Partners to Plan, manage and deliver tailored multi-channel CRM campaigns.- Setting up and supporting the service development and improvement strategies that effectively support the digital vision for the company within key customer touchpoints.- Planning and delivering CRM strategies by developing social media programs to expand client base through content engagement and outreach.- Performing research on current hospitality benchmark trends and audience preferences in our markets.- Collaborating with the digital team to establish a marketing vision for the company including digital strategy development for key customer touchpoints.- Prioritizing our online relations with influencer base by organizing and developing customer engagement programs in order to retain client base through content engagement. - Overseeing and managing all social media accounts and customer engagement channels (In terms of Content, Video Graphics, Blog Posts, Social Media Influencer Engagement) Show less

Reporting directly into the Director - Group Performance and the Group Customer Relationship ManagerThis role enabled me to implement techniques for Building and developing strong business relationships while reinforcing the client facing service procedures, identifying stop gaps and proposing improvised rectification policies to achieve the organizations goal of setting the Al Fara’a Group as an industry leader in the construction sector in the Middle East - Developed and… Show more Reporting directly into the Director - Group Performance and the Group Customer Relationship ManagerThis role enabled me to implement techniques for Building and developing strong business relationships while reinforcing the client facing service procedures, identifying stop gaps and proposing improvised rectification policies to achieve the organizations goal of setting the Al Fara’a Group as an industry leader in the construction sector in the Middle East - Developed and executed strategies to manage stakeholder proposition by ensuring effective plans are in place to support major developments within all stages of the customer lifecycle process- Benchmarking and adopting best in industry practices in line with the company’s vision of pioneering and being market leaders in setting up a Client Relationship Department identified with the sole purpose of gathering, collating, and evaluating information from both Internal and External customers and feeding information, complete with improvement plans, back into the business. Show less

Part of the Founding Start-Up Team involved in the complete company setup - involving Company Formations services, Corporate Licensing, Legal and Visa requirements of the establishment etc.- Finalization, Setting and Procurement of the main office establishment.- Sourcing contacts and vendors in the market for corporate branding activities.- Assisting in formulating the internal processes and company operating procedures.- Identifying established business opportunities and… Show more Part of the Founding Start-Up Team involved in the complete company setup - involving Company Formations services, Corporate Licensing, Legal and Visa requirements of the establishment etc.- Finalization, Setting and Procurement of the main office establishment.- Sourcing contacts and vendors in the market for corporate branding activities.- Assisting in formulating the internal processes and company operating procedures.- Identifying established business opportunities and conducting a needs analysis as required with potential business contacts. Show less

Overlooking Operational and Service Quality in key Customer Interactive departments: Client Relations, Credit Control, Legal Compliance and Sales.- Working on simultaneous Projects aimed on setting service standards, Assisting in setting a mechanism to track performance against predetermined SLAs with Operations Heads, Identifying service issues and ensuring resolution measures to correct process loop holes, Identifying Negatives and Desirables and highlighting these for process… Show more Overlooking Operational and Service Quality in key Customer Interactive departments: Client Relations, Credit Control, Legal Compliance and Sales.- Working on simultaneous Projects aimed on setting service standards, Assisting in setting a mechanism to track performance against predetermined SLAs with Operations Heads, Identifying service issues and ensuring resolution measures to correct process loop holes, Identifying Negatives and Desirables and highlighting these for process improvement. - Maintaining Corporate Policy and Procedures and communicate Memos on policy changes.- Working independently with users to define concepts under direction of project managers to identify business issues and data challenges of the organization to review/edit requirements, business processes and recommendations related to proposed solution. Show less

- Managing performance quality of a staff of 40-80 agents within the client service department.- Involved in developing and training work force and mentoring training programs to utilize skills of workforce efficiently. - Standardizing implementation of the company brand goals of customer service and quality standards.- Improvising the departmental SOP and SLA’s based on client feedback through the development of more efficient policies and procedure changes. - Implementing… Show more - Managing performance quality of a staff of 40-80 agents within the client service department.- Involved in developing and training work force and mentoring training programs to utilize skills of workforce efficiently. - Standardizing implementation of the company brand goals of customer service and quality standards.- Improvising the departmental SOP and SLA’s based on client feedback through the development of more efficient policies and procedure changes. - Implementing ‘best practices’ processes across the organization to ensure efficiency resulting in reduced costs and improved client service.- Providing support to the sales team, ensuring all sales and service objectives were met. - Liaise with the Regional and Offshore Centre and driving calibrations across sites within the portfolio for consistency.- Establish/ Maintain standards by ensuring compliance with all customer service standards through reviews, call observation audits, reports and practices. Show less

- Set budgets for proposed events. - Managing details like event location, schedule, speakers/entertainment finalization , vendor procurement - menus, accommodations, creating and distributing marketing materials- invitations, flyers, advertisements,etc.- Organize & handled corporate events for some major Multinationals - Launched Campaigns for new market Product promotions including undertakings for promotional campaigns. Clients included - HSBC,Tata Group of… Show more - Set budgets for proposed events. - Managing details like event location, schedule, speakers/entertainment finalization , vendor procurement - menus, accommodations, creating and distributing marketing materials- invitations, flyers, advertisements,etc.- Organize & handled corporate events for some major Multinationals - Launched Campaigns for new market Product promotions including undertakings for promotional campaigns. Clients included - HSBC,Tata Group of Companies,Mahindra Group,BPL Mobile,Bacardi,MTV,Pepsi,Coca-Cola and Channel V. Show less

- Guest Relations- Hospitality Management - F&B Production- Marketing,Conference Promotions and Sales Management- Office Planning and Hotel Operations - Personnel and HR Management