Salma Demerdash
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
1
1
year of professional experience
Work History
Senior CRM operation Specialist
AL-Mansour Automotive
- Handling the different complaints channels (CRM- Call Center - OPEL Website - social media- Individuals) within 48 Hours
- Arranging visits to customers to the Branch to solve the complaints and ensuring the root cause resolutions are done for any complaint to avoid complaints' repetition
- Ensure that all complaints are received and handled efficiently in a way that exceeds us customers' expectations and coordinate between The Customers and Service Manager and General Motors
- Handling all of service requests through the service requests by customers investigate their request to solve their problems with the maximum satisfaction and according to the request service level
- Contact with all Customer to inform them about campaign and recalls and arrange appointment to visit the nearest branch
- Opel Follow up & Warranty Requests
- Responsible for CSI & NPS with stellantis Opel -General Motors Chevrolet
CRM operation Specialist
AL-Mansour Automotive
- Handling the different complaints channels CRM- Call Center
- Ensure that all complaints are received and handled efficiently in a way that exceeds us customers' expectations and coordinate between The Customers and Service Manager and General Motors
CRM Coordinator
AL-Mansour Automotive
- Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately
- Answering screening and forwarding incoming phone calls
- Receiving and sorting daily mail.
Content Creator
Sada El-balad
- Produce well-researched content for publication for "InBox-Eish Sah" episodes and arranging topics as well.
Video Editor Intern
Al-Assema
07.2016 - 06.2017
- Making intros to films - programs for broadcasted content
Education
Bachelor's degree - Mass Media and Communication Technology English Section, Major Radio and Television
Misr University for Science and Technology - MUST
The American University in Cairo - AUC
Skills
- Microsoft office Excel- Word -PowerPoint
- CRM - SAP System
- Customer Handling
- Communication
- Problem Solving
- Analysis
- Presenting
- Team Collaboration
- Schedule Management
- Negotiation
- Problem-Solving
- MS Office
Timeline
Video Editor Intern
Al-Assema
07.2016 - 06.2017
Senior CRM operation Specialist
AL-Mansour Automotive
CRM operation Specialist
AL-Mansour Automotive
CRM Coordinator
AL-Mansour Automotive
Content Creator
Sada El-balad
Bachelor's degree - Mass Media and Communication Technology English Section, Major Radio and Television
Misr University for Science and Technology - MUST
The American University in Cairo - AUC
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