Abdelrahman Mohamed Tawfik
About Candidate
Customer Service Representative with a strong focus on delivering excellent support, resolving
issues efficiently, and ensuring customer satisfaction. And expertise in using CRM systems like
MoEngage and Salesforce to enhance the customer user journeys. Skilled in leveraging CRM
data to personalize communications, improve satisfactions, and drive customer loyalty. Create,
measure & maintain CRM Reports to take actions on the next steps based on the performance.
Strong ability to collaborate with others to identify and address challenges, and ability to work
effectively in a team setting, fostering cooperation and supporting team goals.
Salary
Nationality
Looking for Job Title
Iqama
Location
Education
Work & Experience
Measure customer satisfaction through post-interaction surveys, ensuring positive feedback and consistently high service standards. (Achieved a Customer Satisfaction Score (CSAT) of 95% consistently through proactive problem-solving and personalized service.) • Resolved 97% of customer complaints within 24 hours, ensuring quick issue resolution and minimizing customer frustration. • Improved First Contact Resolution (FCR) rate to 90%, reducing the need for multiple follow-ups and enhancing efficiency. • Handled an average of 80-90 customer inquiries per day while maintaining high standards of service quality and professionalism. • Maintain an optimal balance between efficient service delivery and addressing customer concerns without sacrificing quality (Achieve an AHT of 5 - 7 minutes per interaction).
Managing & developing email marketing campaigns, SMS & Push. • Proven track record in developing and implementing effective CRM strategies that drive customer satisfaction and retention. • Perform A/B testing and assess the effectiveness of the CRM campaign, while consistently improving strategies to boost outcomes. • Examine CRM data to identify patterns, client behaviours, and potential areas for enhancing engagement. • Campaign reporting on a weekly, monthly & quarterly basis. • Setting up of HTML templates on the CRM platform, campaign dispatch and deliverability monitoring. • Tracking Campaign performance and analysis. • Liaising with marketing and development department to obtain the latest marketing campaigns details and share ideas to enhance the business. • Managing & scheduling Push Notifications daily. • Creating and measuring user journeys such as: Re-Activation, Abandoned Cart & Post Purchase. • Analyzed patient data to inform CRM strategy and improve service delivery. • Collaborated with marketing teams to create tailored communication plans targeting specific customer demographics
