RANA ELHOUSSAINY EWIS

• Negotiated and closed long-term agreements with new clients in assigned territory.
• Performed client research and identified opportunities for account growth, account penetration and market expansion.
• Completed and submitted monthly and yearly reports to support executive decision making.
• Kept meticulous client notes and updated account information in company databases.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Improved project efficiency with strategic planning, resource allocation, and time management practices.

Oversee business development and customer service operations across [TURKEY , IRAQ, EGYPT, DUBAI ,KSA ], resulting in a 60% increase in regional revenue within 3 months.
- Designed and executed market entry strategies that successfully launched
- Built and nurtured strategic partnerships with local stakeholders, enhancing brand visibility and customer engagement through collaborative campaigns.
- Developed comprehensive training programs for customer service teams, leading to a 30% improvement in customer satisfaction scores and reduction in response times.

*Regional Business Development Manager*
[momentum], [YALOVA , TURKEY]
{ JAN - 2024 } – [TILL NOW ]

- Managed business development initiatives across multiple countries, driving a increase in market share through targeted campaigns and strategic outreach.
- Conducted in-depth market research to identify trends, customer needs, and competitive positioning, informing strategic decisions at the corporate level.
- Collaborated with cross-functional teams to enhance service delivery and operational efficiency, resulting in a decrease in costs.

*Customer Service Operations Manager*
[MOMENTUM ], [BAGHDAD , IRAQ ]
[JAN, 2024] – [TILL NOW]

- Directed customer service operations for [IRAQ], leading a culturally diverse team of [12] representatives and achieving a 40% improvement in service metrics.
- Implemented a new CRM system that enhanced data collection and customer interaction tracking, boosting overall team productivity .
- Developed and launched customer feedback initiatives that informed service improvements and increased client loyalty.

• One of my business passions is leading teams to achieve planned
• KPI's based on the organization strategies as I do believe that human factor is one of the most important elements in any success within the organization specially when it comes to service industry
• It also increases the loyalty of the personal as well as their motivational spirit
• Knowing about leadership level, I'm personally targeting the respect level
• Customer care & operation oriented with overseas work experience in multiple industries
• Have been in work field for more than 10 years
• Driven by P&L targets
• Experiences& Work History
• Head of Client Management (Customer care, customer service, call center, quality audit
• Etc.), Managing client management team and assuring implementing international customer care/service slandered
• Supervising implementation of “world class customer care” standards
• Supervising and following up handling client's request/complaints -Upselling new services for existing customers (finishing, upgrade, unit resell…etc.) -Guiding sales team through closing and signing new office deals
• Professional Skills
• Problem solver with ability to find creative solutions
• Business negotiations
• Upselling
• Customer assessment and analysis
• Strategic planning
• Accountable, reliable, positive upbeat attitude toward work
• Proactive and results driven
• Ability to work under tight deadlines
• Team Leadership
• Negotiations
• Management skills
• Fields of Experience
• Real Estate customer care
• After sales service
• Sales operations
• Quality call audit
• Account Management
• Facility Management
• Hospitality -Regular meeting with brokers to promote vacant workstations in the center
• Supervising day-to-day call center activities
• Managing quality audit process (calls, surveys…etc) -Achieving 90% customer satisfaction level -Establishing KPIs for team performance -Managed to handle all client's escalations on daily basis by receiving their complains, discussing it with my team and arranging face
• Face meetings with the clients to discuss the issues and resolve it ASAP in a professional manner
• Some cased I needed to resolve it over the phone, zoom or via e-mails whenever the clients are not locally based
• Attending upper management meetings twice a month to present department achievement/ challenges -Participating in growth strategic planning
• Oversaw facility maintenance and allocated needed resources to meet standards.
• Established clear budgets and cost controls strategies to meet objectives.
• Created classification systems to manage archives.
• Represented organisations at seminars, conferences and business events.
• Translated senior management directives into actionable front-line policies and implemented changes with staff.
• Planned revenue generation strategies designed for growth.
• Organised financial and operational data to help with yearly budgeting and planning.
• Led and managed administrative staff to maintain smooth daily operations.
• Developed organisational policies for administrative oversight and internal controls.
• Maintained smooth-running business operations by delegating priorities to staff abilities.
• Controlled resources by department or project and tracked use in [Software].
• Analysed and resolved complex resource management issues for optimised scheduling.
• Created digital file classification system for company-wide use.
• Handled negotiations with outside vendors and service agencies to meet group needs.
• Designed and implemented training to further develop staff based on business goals.
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Drafted procedural statements and guidelines for company-wide use.
• Streamlined processes to improve and optimise office operations.

• Managing reselling, renting units for customers -Supervising and managing property listings, meeting prospective customers and negotiate sales/rent conditions
• Finalizing real estate resell/rent contracts with customers -Managing relations with real estate brokers/agents and signing contracts with them -Achieving high level of customer satisfaction -Managing day to day handling of customer complaints/inquiries -Conducting video interviews, short videos of event coverage
• Guiding PR team through closing and signing new deals

• Prospect for potential new clients and turn this into increased business -Plan, approaches and pitches.

• Needs and presenting wide range of matching products -Enhancing existing relations with current customer and upselling new products
• Identify business opportunities for campaigns, products…etc
• Widening range of business channels that would lead to direct sales increase -Attending relative activities events such as expos., fares and work seminars to get updated of market flow and newest trends
• Coordination with all internal departments such as image licensing sales team to meet customer needs -Doing regular market research (competitions, new trends….etc.) -Participating in the regional strategic plan of the company -Maintaining comprehensive knowledge of products, services -Conducting performance measurement and reviews for the team -Conducting quarterly team appraisal and KPI's, Provide observations, took measurements and perform tests at various stages according to quality control plan -Partnered with cross-functional teams to conduct through discovery and due diligence an existing process
• Manage quality assurance program including on site evaluations, internal audits and customer surveys
• Negotiate agreements between employees to clarify misunderstood directions and resolve conflicting performance