Immrsv Africa

Manages a portfolio of accounts to achieve long-term success.
Develops positive relationships with clients.
Acts as the point of contact and handles customers’ individual needs.
Resolves conflicts and provides solutions to customers in a timely manner.
Suggests actions to improve and Identifies opportunities to grow business with existing clients.
Coordinate with staff members working on the same account to ensure consistent service.
Services multiple clients concurrently, often meeting deadlines.
Communicates with clients to ensure that all of their needs are understood and addressed.
Collaborates with various internal departments to ensure that they fulfill all customer requests.
Resolves complaints and keeping track of all processes that pertain to the client's desires.
Acts as the client's representative in the company to ensure that their demands are met with a focus on improving the customer experience.

Sr.Digital Account Manager

ESLA

Plan all digital marketing, including SEO, marketing database, email, social media and display advertising campaigns.
Build, lead and manage the inbound marketing campaigns.
Managing, guiding and training of the digital marketing team and motivate them to achieve their goals according to KPIs & policies 
Manage all digital marketing channels to ensure brand consistency.
Measure ROI and KPIs and prepare and manage our global digital marketing budget
Oversee our social media accounts.
Manage online content, considering SEO and Google Analytics.
Forecast sales performance trends and act proactively to increase our market segment.
Liaise with product owners and product marketing managers, creative and sales to increase client satisfaction through cohesive strategies.
Align and cooperate with regional/local marketing team members to deliver locally relevant campaigns.
Monitor competition and provide ideas to stand out
Design, build and maintain our social media presence.
Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs).
Identify trends and insights, and optimize spend and performance based on the insights.
Brainstorm new and creative growth strategies.
Collaborate with internal teams to create landing pages and optimize the user experience.
Utilize the strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touchpoints.
"Facebook , Twitter , YouTube, Snap chat , Google Ads , SEO , PPC , Leads".

Digital Marketing Team Lead

TiyeSolutions

•Work with clients to create a social media strategy that collaborates with marketing, PR, and advertising campaigns, research top influencers, competitors, and trends in clients’ industries.
•Set digital strategies for the assigned customers, considering their specific requirements.
•Create timely and engaging content optimized for platform used and intended audience.
•Develop, implement and manage social media strategy
•Define the most important social media KPIs.
•Measure the success of every social media campaign.
•Stay up to date with the latest social media best practices and technologies.
•Stay up-to-date with digital technology trends.
•Work with copywriters and designers to ensure content is informative and appealing.
•Collaborate with Marketing, Sales, and Product Development teams
Communicate with industry professionals and influencers via social media to create a strong network.
•Present social media strategies to clients.

Social Media Account Manager

Raye7

•	Execute strategic plans.
•	Assure the quality and efficiency of the content activation process and follow up on KPIs.
•	Monitor the achievements of SLA’s on the activation funnel.
•	Create all application materials for the user.
•	Manage onboarding and offboarding accesses for the Car owners& Passengers using internal tools
•	Monitor Salesforce workflow and follow-up on the content activation cycle.
•	Track and monitor the cancellation process accountable to content.
•	Handle the big users’ updates and requests within the agreed SLAs
•	Provide feedback and feature requests and communicate them effectively to the product

Social Media Specialist

Careem

Mystery Shoppers, ambassadors Projects manage, support & revise targets, maintain earnings & MTD, WTD, YTD analysis reports regarding QoS, growth
set new quality process to improve QR from 4.64 to 4.74
set communication pip process between care DB& supply teams to make quality team action SLA less than 24 hours
Create new team (Mystery Shoppers) to monitor cpts during rides and educate them to be redirected with best quality 
Create new team( ambassadors) to hire new cpts to decrease supply crunchy impact 
Lunch captain experience Q to  achieve captain satisfaction level 
Design procedures scheme in emergency cases 
 set life insurance process in death cases

Project Lead

Developing and maintaining strong relationships with all Captains
Use a data-driven approach to understand underlying reasons for supply shortage and drive initiatives to improve captain performance
Drive the continuous improvement process to constantly elevate the customer experience and quality

City Supply  Associate

NG Crossing Egypt

be in charge of running and managing the call centre daily
 Set targets for all other call Center agents to meet up with
 Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
 Understand all organization’s products, services, procedures and guidelines and communicate it to all team members
 Monitor all calls to ensure that due procedures and quality standards strictly adhered to
 Conduct regular review of all call centre agent’s performance and organize training sessions for under performers
 Submit regular reports to management and seek new ideas and strategies to improve performance at the centre
 Keep up with trends and happenings in the industry and ensure adherence to industry standards
Design new improvement process for calls SLA to catch high volume of answered calls
set new workforce pattern to match HC with SLA of calls

Operations Lead

Manage large amounts of incoming phone calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Take the extra mile to engage customers

Flw team

Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Acknowledging and resolving customer complaints.
Processing orders, forms, applications, and requests.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.

Customer Service Representative

Eat & Barrel

 Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
 Understand all organization’s products, services, procedures and guidelines and communicate it to all team members
 Monitor all calls to ensure that due procedures and quality standards strictly adhered to
 Conduct regular review of all call centre agent’s performance and organize training sessions for under performers
 Submit regular reports to management and seek new ideas and strategies to improve performance at the centre
 Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Supervisor

Magic...Passion...Consistency are the main sides of my career journey triangle, 
Starting from the magic source of creativity as a photographer to operational different positions and promotions in it's life cycle,gaining the passion of leadership skills achieving targeted activities in 10++ operational projects, shifting the career to the original passion of marketing specially in digital marketing phases starting by content creation, activation, Ads Management & Community Management. Adding more achievemnts in Digital marketing and Offline Marketing in different fields in national & Gulf areas market...

Magic is believing in yourself... 
If you can do so, all your dreams will come TRUE!

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