Hend Elrefaey
Cairo,C
Summary
Dynamic professional with extensive experience in CRM strategy and data analysis at Advicemart Company. Proven track record in enhancing customer engagement and driving targeted campaigns. Adept at managing full-cycle recruitment processes while fostering strong stakeholder relationships. Recognized for innovative problem-solving and delivering impactful results in fast-paced environments.
Results-driven CRM Manager known for high productivity and efficient task completion. Excel in data analysis, customer segmentation strategies, and CRM platform management to enhance customer relationships. Strong communication skills, adaptability, and problem-solving abilities ensure success in dynamic environments.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Head of CRM
Advicemart company
Cairo , Egypt
06.2023 - Current
- Developed and implemented CRM strategies to enhance customer engagement.
- Analyzed customer data to identify trends and improve service delivery.
- Collaborated with marketing to design targeted campaigns using CRM tools.
- Sourced candidates using various recruiting platforms and social media channels.
- Developed job postings that attract qualified candidates for open positions.
- Maintained Applicant Tracking System records of all applicants.
- Managed full-cycle recruitment processes for diverse roles across multiple departments.
- Conducted interviews and assessed candidates to ensure alignment with company culture.
- Created and maintained a database of candidate information.
- Scheduled in-person interviews for management review.
- Reviewed resumes and selected qualified applicants for further evaluation.
- Developed and implemented reporting frameworks for key performance indicators.
- Presented findings to senior management to support business strategies.
- Managed stakeholder communications to ensure alignment on project objectives and outcomes.
Office Manager
Ehav for interior and exterior design
Cairo , Egypt
07.2018 - 02.2022
- Coordinated office operations for interior and exterior design projects.
- Managed vendor relationships for supplies and services in design projects.
- Organized project schedules and ensured timely completion of tasks.
Sales and Marketing Manager
Saudi Heart Association
Riyadh , KSA
10.2015 - 05.2018
- Developed comprehensive marketing strategies for health awareness campaigns.
- Managed cross-functional teams to enhance outreach initiatives and community engagement.
- Coordinated events to promote cardiovascular health and raise awareness in the community.
The Ritz Carlton Riyadh
Sales and Marketing
Riyadh , Ksa
04.2011 - 10.2014
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Coordinated catering events by managing client relationships and vendor negotiations.
- Developed marketing strategies to promote catering services and attract new clients.
- Managed catering contracts, ensuring compliance with company policies and client specifications.
- Analyzed market trends to identify opportunities for service improvements and expansions.
- Facilitated communication between clients and operations teams to ensure seamless execution of events.
- Inspected banquet room and checked with catering team before functions to verify correct room set-up, schedule of events, staffing and audio-visual configuration.
- Established relationships with clients by providing superior customer service.
- Prepared detailed proposals outlining menu options, costs, delivery times, payment terms.
- Continuously met or exceeded corporate sales goals for annual and quarterly timelines.
- Collaborated with chefs to develop creative menus that met client needs and budget requirements.
- Analyzed customer feedback data to identify opportunities for improvement within the catering department.
- Resolved customer complaints regarding sales and service.
- Supported sales team members to drive growth and development.
Hotel Reservations
Four Seasons Cairo Nile plaza hotels and resorts
Cairo
10.2005 - 08.2010
- Managed reservation systems to streamline booking processes and enhance customer satisfaction.
- Updated reservation records to maintain accuracy and ensure smooth operations daily.
- Communicated effectively with customers via phone and email regarding their bookings.
- Collaborated with team members to resolve issues related to reservations efficiently.
- Trained new staff on reservation software and customer service practices regularly.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Researched and resolved customer issues.
- Reviewed guest information and payment options, checking for accuracy, and completeness.
- Processed reservations, cancellations and modifications of existing reservations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Education
Bachelor of Literatures - English Literature
Cairo University
Cairo, Egypt 09.2001 - 09.2004
Skills
- CRM strategy
- Data analysis
- Campaign management
- Applicant tracking
Timeline
Head of CRM
Advicemart company
06.2023 - Current
Office Manager
Ehav for interior and exterior design
07.2018 - 02.2022
Sales and Marketing Manager
Saudi Heart Association
10.2015 - 05.2018
The Ritz Carlton Riyadh
Sales and Marketing
04.2011 - 10.2014
Hotel Reservations
Four Seasons Cairo Nile plaza hotels and resorts
10.2005 - 08.2010
Bachelor of Literatures - English Literature
Cairo University
09.2001 - 09.2004