CRM
Hi, I’m
Samaa Abdelaziz
Operations Manager
Cairo
Summary
Planner , Researcher and data analytic, Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure Operational Manager position. Ready to help team achieve company goals.
Overview
10
years of professional experience
9
years of post-secondary education
14
Certifications
4
Languages
Work History
Capital One Holding, Cairo
Operations Manager, Business Developer Specialist
10.2022 - Current
Job overview
- Pitched ideas for business development to executive team and gave in-depth presentations to clients using effective public speaking skills.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Collaborated with sales and marketing departments to support client acquisition.
- Devised processes to boost long-term business success and increase profit levels.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Created and maintained database containing information on business proposals and contacts.
- Increased profit by streamlining operations.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Analyzed and reported on key performance metrics to senior management.
- Worked with existing customers to increase purchases of products and services.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Created reports and presentations detailing business development activities.
- Evaluated client business needs and matched customers to appropriate products and resources.
- Devised effective marketing, sales, and other promotional initiatives.
- Represented company and promoted products at conferences and industry events.
- Negotiated, prepared, and signed contracts with clients.
- Developed systems and procedures to improve operational quality and team efficiency.
Scope Developments, Cairo
CEO Office Manager , Operation Manager
11.2020 - 10.2022
Job overview
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Analyzed and reported on key performance metrics to senior management.
- Developed systems and procedures to improve operational quality and team efficiency.
- Increased profit by streamlining operations.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Allianz Egypt , Cairo
Business Developer Supervisor
10.2019 - 07.2020
Job overview
- Pitched ideas for business development to executive team and gave in-depth presentations to clients using effective public speaking skills.
- Collaborated with sales and marketing departments to support client acquisition.
- Evaluated client business needs and matched customers to appropriate products and resources.
- Prospected for new business opportunities via cold calling, using lead generation lists and networking.
- Devised effective marketing, sales, and other promotional initiatives.
- Maintained high level of integrity by keeping sensitive client data and corporate information confidential.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Negotiated, prepared, and signed contracts with clients.
- Kept meticulous client notes and updated account information in company databases.
- Created reports and presentations detailing business development activities.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Represented company and promoted products at conferences and industry events.
- Scheduled and implemented product promotions in accordance with available inventory and staff resources.
NBK Bank l 5th Settlement, Cairo
Retention & Customer Supervisor
04.2016 - 08.2018
Job overview
- Utilizing sales strategies and technologies to retain clients, tracking and checking with any customer the reason for cancelling their Accounts, determining the problem and finding options for resolution
- Identifying consumer demands and outlining how the membership programs would meet them, Handling cross-selling for some bank products
- Monthly and quarterly reports and SLAs are completed
- When necessary, followed appropriate legal scripting.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Identified changing customer needs and adapted service strategies to meet them.
- Developed loyalty programs and initiatives to incentivize repeat business.
- Reported issues and recognized development areas to eliminate repeat occurrences.
- Developed new strategies for customer retention activities.
- Administered employee benefits programs and assisted with open enrollment.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Emirates NBD Bank, Cairo
Customer Service Specialist
01.2014 - 01.2016
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Developed customer service improvement initiatives to decrease customer wait times.
- Maintained and managed customer files and databases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Cairo University , Cairo
BBA from Chemistry
10.2007 - 06.2012
Egyptian Culture Center , Cairo, Egypt
MBA from Marketing
03.2016 - 11.2018
ETDC , Ain Shams University
Master in Leadership & Managment from Leadership & Management
01.2021 - 05.2022
Urban Business Institute , Cairo , Egypt
Master Class from Business Leadership & Negotiation
03.2021 - 04.2021
Urban Business Institute , Cairo , Egypt
Master Class from Advanced Speaking And Presentations
04.2021 - 06.2021
Skills
Documentation skills
Certification
Data Analysis - Python
Software
Odoo
Java
C
Bi Pi
Python
Interests
Reading
Writing
Content Creating
Volunteering
Travel
Timeline
Operations Manager, Business Developer Specialist
Capital One Holding
10.2022 - Current
Urban Business Institute
Master Class from Advanced Speaking And Presentations
04.2021 - 06.2021
Urban Business Institute
Master Class from Business Leadership & Negotiation
03.2021 - 04.2021
ETDC
Master in Leadership & Managment from Leadership & Management
01.2021 - 05.2022
CEO Office Manager , Operation Manager
Scope Developments
11.2020 - 10.2022
Business Developer Supervisor
Allianz Egypt
10.2019 - 07.2020
Retention & Customer Supervisor
NBK Bank l 5th Settlement
04.2016 - 08.2018
Egyptian Culture Center
MBA from Marketing
03.2016 - 11.2018
Customer Service Specialist
Emirates NBD Bank
01.2014 - 01.2016
Cairo University
BBA from Chemistry
10.2007 - 06.2012
Data Analysis - Python
CRM – Odoo – Java –C++ -Bi pi
Preparation Leadership Program
Marketing – Sales - Customer
Relationship
Advanced Speaking and Presentation
Masterclass
English
Arabic
2022
Master of Leadership & Management
ETDC Ain Shams
Researching – Planning Strategies
2016 - 2018
Similar Profiles
ANKITA DHOLARIYAANKITA DHOLARIYA
Android Developer at Hamilton Capital Holding LtdAndroid Developer at Hamilton Capital Holding Ltd
BASIL KURIAKOSEBASIL KURIAKOSE
Sr.Manager - IT (Group of Companies ) at Carnival Capital Holding Pvt LtdSr.Manager - IT (Group of Companies ) at Carnival Capital Holding Pvt Ltd
Michel MokbelMichel Mokbel
Group Financial Reporting Manager at Chedid Capital HoldingGroup Financial Reporting Manager at Chedid Capital Holding