Manage social media marketing campaigns and day-to-day activities including:Develop relevant content topics to reach the company’s target customers.Create, curate, and manage all published content (images, video and written).Monitor, listen and respond to users in a “Social” way while cultivating leads and sales.Conduct online advocacy and open a stream for cross-promotions.Develop and expand community and/or influencer outreach efforts.Oversee design (ie: Facebook Timeline cover, profile pic, thumbnails, ads, landing pages, Twitter profile, Blog, etc.).Design, create and manage promotions and Social ad campaigns.Manage efforts in building online reviews and reputation.Monitor online reviews and respond to each review.Analyze key metrics and tweak strategy as needed.Compile reports for management showing results (ROI).Become an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate.Demonstrate ability to map out a comprehensive social media marketing plan. Drive strategies that are proven by testing and metrics.Develop organizational elements in order to implement a proactive process for capturing happy, loyal customer online reviews.Monitor trends in social media tools, applications, channels, design and strategy.Implement ongoing education to remain highly effective.Identify threats and opportunities in user-generated content surrounding the company. Report notable threats to appropriate management.Analyze campaigns and translate anecdotal or qualitative data into recommendations and plans for revising social media, content marketing.Monitor effective benchmarks (Best Practices) for measuring the impact of social media campaigns. Analyze, review, and report on effectiveness of campaigns in an effort to maximize results. support sales and marketing in their functions.

Act as a client-facing consultant to identify, develop, & execute social media marketing campaigns and programsAssuring that the entire brief received from client side communicated clearly to the stack holders.Use a data-driven approach to monitor & report online marketing campaigns.Serve as thought leader and client advocate for new technologies, platforms.Covering on ground activations throughout social media platforms.Create timely & engaging content optimized for platform use.Monitor sites for customer service opportunities and initiate conversations on behalf of the client.Work with teams to create a solid branding message that’s reflected across marketing materials, social media content and shared by employees Creating a portfolio of client accounts and monitoring the ongoing activities related to them.Managing, reviewing progress & delivering the client’s advertisement projects.Conduct clients meetings sharing the current work status of their projects.Establishing relationships with new clients and maintaining and nurturing business relationships with existing clients.Identifying accounts whose revenue may be shrinking so as to address any at risk’ customers and reach out to these accounts to ensure they are retained.Leading social media team ensuring all clients operations are going according to client vision and needs.Quality of content assurance to meet the client benchmark.Developing social media and digital strategies supporting business development team.Work with internal stakeholders on big events & campaigns activations to increase buzz around a certain activity.Analyze and evaluate social media campaigns and strategies.Reporting on effectiveness of campaigns & monitoring trends in social media Monitoring the activities of main competitors in social media.Budgets for social media activitiesGenerating, monitoring and tuning Facebook paid ads targeting the desired audience according to client’s field of interest.

• Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Exchange, Sharepoint, webhosting, eshop, CRM) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.• Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL.• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.• Provides relevant and accurate information (Services, Products & Policies).• Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.• Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products. • Attending different UATs to ensure that any new business solution or product is compatible with systems and internal processes. • Handle new complicated services and business solutions currently in the market.• Contact related vendors & liaise with them reported problems.• Monitor SLA time frames and report them till closure• Meeting/exceeding department KPIs consistently & innovatively. • Provide customer with appropriate options/right suggestion.• To maintain average of the supervisor observations and the QA observations according to KPIs.• Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.• Acting on VOC with Full process to have it on production.• Handle customer inquiries through Web Chat on Vodafone formal site.

(September 2008/ October 2013)Major Key Activities:• Gather, filter, & communicate the necessary telecom. Technologies materials & information "especially new handsets, connectivity hardware & software, new products & services” in a simplified way to be easily understood by Call Center / Corporate agents.• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.• Handle multiple scopes of tasks of (UAT'S) user acceptance tests, internal & external service level agreements.• Provide Call Center / Corporate agents with acceptable technical knowledge to be able to enhance quality of services offered.• Conduct the necessary orientation sessions to all customer care staff regarding newly launched products & services, refresher session on current products & services, any gathered materials that needs to be explained to COPS staff• Conducting training for customer care and retail stuff for all the 3G solutions .• Visiting VIP customers for BlackBerry and data connectivity products orientations and troubleshooting for problem solving.Special projects &tasks:1. Product Owner• Providing clear insights for the product including detailed analysis.• Ensure that all product problems are handled professionally• Periodic review of all processes of business solutions products/services.• Professional handling of UAT’s for products acceptance• Insure that periodic enhancement of product knowledge among team and other customer care staff.• Professional communication style for Business solutions product/services to all stakeholders.• Forecasting the behavior of our market competitors and planning for long and short term proactive actions..Store tech-support.Pre-PO Products Testing.Technical Training Team

1. Customer Care• Communicate effectively with other departments in order to provide the required customer service standards.• Handling customers' inquiries and complaints. (up to 80 customer/shift)• Consumer and enterprise Customer Care activities: New activation, Sim Swap, E-top up, Vodafone cash (deposit/withdrawal), Data Entry, Wrong recharge, Wrong Data, Fraud handling, Introduce Value Added Services to customers, Conversions (from any rate plan to any other rate plan), Change of ownership, Complains handling, Bill payment, Retention/churn, cash refund (negative balance, security deposit).• After sales service.• Provide excellent knowledge of all Vodafone’s services, products, offers, promotions.• Achieve the agreed Mystery Shopping & Telephonic Interview bar.• Provide the customers with accurate information related to the company’s products and services.• Awareness of the competition updates in products & services with high ability of comparing.• Implementing and maintaining the friendly expert attitude with all customers at all times.• First Visit Resolution implementation. • Handling Vodafone One customer’s inquiries ensuring the required quality of service.• Full implementation of Vodafone One redemption process (individual & corporate).2. Sales• Promote, demonstrate, sell, activate & troubleshoot Vodafone services & products: • Achieve the agreed sales targets for the different consumer and enterprise products & services (lines, handsets, and accessories, air time, Vodafone Cash, VMC, USB, Blackberry, Little Box and ADSL).• Furnish and enhance sales & after sales services to consumer & enterprise, keeping a customer database.3. Cash• Handling up to L.E.70K cash, credit, cheques and withholding

• Managing all of the logistical and administrative work needed to ensure instructor-led and training programs run successfully• Ensuring that the training facility is prepared with all of the training materials and equipment in place and ready for use. • Making travel arrangements for trainers and if needed, • emailing training pre-work and class reminders to participants• Arranging training agenda & materials• Managing catering • Gathering and analyzing course evaluation and attendance data. • Gathering required data for a forecasted clients• Conducting sales visits to clients