AHMED ATTA

As a customer service director, with a significant background in marketing communications, reporting directly to the VP, I have achieved significant accomplishments by leveraging my role to enhance customer satisfaction, loyalty, and brand perception.

Some of my milestones are:

1. Increased Net Promoter Score (NPS)

• Action: Implement initiatives that improve customer satisfaction and loyalty, leading to a higher NPS.
• Marketing Impact: A higher NPS can be a strong marketing tool, showcasing customer satisfaction to prospective customers.

2. Social Media Advocacy

• Action: Address customer inquiries and complaints promptly through the call center and social media platforms.
• Marketing impact: Builds a positive online presence and encourages customers to share their experiences publicly.

3. Seamless Omnichannel Support

• Action: Establish a consistent customer experience across all communication channels (e.g., social media, call center, live chat).
• Marketing Impact: Strengthens brand identity and ensures that marketing messages align with the customer service experience.

4. Cross-Selling and Upselling Success

• Action: Train the customer service team to identify opportunities for cross-selling and upselling during customer interactions.
• Marketing Impact: Increases average order value and aligns with marketing efforts to boost sales.

Other key contributions are:

• Streamlined call center operations for improved efficiency and reduced wait times.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Audited customer support procedures and collaborated to promote standardization across offices.
• Managed cross-functional teams to develop solutions for complex customer issues, resolving escalated complaints quickly and effectively.
• Led team meetings focused on sharing best practices, addressing challenges, and celebrating successes in order to foster a cohesive, high-performing unit.
• Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.

In my role reporting directly to the Chief Executive Officer (CEO), I have successfully delivered the following outcomes:

• Increased brand awareness by developing and executing strategic marketing campaigns.
• Collaborated with product development teams to create compelling messages for new product launches.
• Managed public relations efforts to maintain a positive brand image in the industry.
• Oversaw creative direction for marketing materials, ensuring consistent branding across all touchpoints.
• Coordinated trade show participation, maximizing exposure at industry events and generating valuable leads.
• Maximized branding initiatives by strengthening program outreach and increasing communication between marketing and public relations.
• Reviewed and approved imagery and text to keep communications in line with brand ideals.
• Coordinated effective placements of media announcements, billboards, and print ads for maximum effectiveness and exposure.
• Represented organization with media corporations and general public, conveying consistent messages to support objectives and positively spin current events.
• Worked with public relations team to launch and update company social media profiles and website.
• Developed and maintained strong relationships with key media contacts across print, digital, and broadcast platforms to secure high-quality coverage for company initiatives.
• Coordinated media outreach efforts by drafting press releases and media kits to ensure clear and compelling communication.
• Managed media inquiries and provided timely, accurate responses to journalists and influencers to maintain the company’s positive image.
• Directed CSR initiatives to strengthen the company's community impact and deliver measurable returns on investment.
• Enhanced internal communications, streamlining processes and improving overall team efficiency.

Reporting to the Corporate Marketing Director, I succeeded to:

• Negotiate favorable contracts and RFPs with agencies, securing competitive pricing without compromising on product quality or service delivery standards.
• Implement advertising initiatives/campaigns aligned with the business goals.
• Manage consistent design theme, look, and content of organization's online presence.
• Manage the company’s participation in key industry events and conferences, ensuring alignment with marketing and business objectives.
• Coordinate sponsorship opportunities, negotiate terms, and secure high-visibility placements at relevant events to maximize brand exposure.
• Revamp online and print materials in collaboration with graphic designers, photographers and printers.
• Assessed media channels and provided ratings based on readership metrics to strategically allocate advertising placements.
• Prepared cash equivalency reports to evaluate the value of distributed press releases.
• Evaluated CSR opportunities from health and educational institutions, as well as other charitable initiatives, to provide strategic investment recommendations.

• Drafted diverse press releases, including corporate news, company participation in events and international exhibitions, and new product launches, to effectively communicate key messages and promote company initiatives.
• Handled frequent contact with press advertising representatives to negotiate placements and ensure seamless execution of advertising campaigns.
• Prepared accurate budget estimates to guide advertising campaigns and ensure cost-effective resource allocation.