ABOUT I will provide a distinguished service to your company and your customers because I am a professional in customer service with a strong ability to multitask, prioritize and manage time effectively 9+ years of customer service in the field of automotive a nd telecommunications companies. Excellent customer satisfaction rate, with a track record of solving customer problems in various channels, explanation of the company's services, in addition to managing content on social media pages with the marketing t eam CONTACT PHONE: 01126654300 LinkedIn @ mohamedrammah EMAIL mohamed.ramah@live.com ADDRESS Heliopolis Masr El Gedida. MOHAMED RAMMAH S enior CRM EDUCATION Helwan University Cairo - Bachelor’s Degree 2008 - 2012 Faculty of Social Work WORK EXPERIENCE Citroën Egypt · Senior CRM ( Jul 2019 – Present ) • Handling the different complaints channels (CRM - Call Center – Citroen Website – Social Media - Individuals) within 48 Hours Arranging customer visits to the Branch to solve the complaints, follow up CPA Cases, and Authorized SC. • Ensuring the root cause re solutions are done for any complaint to avoid complaints’ repetition Providing the customers with accurate information related to the company’s products and services. • Ensuring the root cause resolutions are done for any complaint to avoid complaints’ repe tition Providing the customers with accurate information related to the company’s products and services. • Handling all customer service requests by investigating their requests to solve their problems with maximum satisfaction. • Contact all Customers to inform them about campaign and arrange an appointment to visit the nearest branch Contact the Customer to inform them about recall and arrange an appointment to visit the nearest branch. • Preparing bi - monthly reports to follow up on customer requests from various channels and to ensure that the sales team communicates with them and responds to their inquiries, following up on the Authorized dealer's customer requests, and complaints. • C oordinate with Call center and Marketing Dep to manage the Operations of the Complaints Management Team, managing the relationship between Citroen and the customer Weekly reports show the process of CRM WORK EXPERIENCE Nissan Auto Egypt · CRM Specialist (May 2015 – Jun 2019) • Handle customer complaints and requests in a timely manner by phone and on social media and Prearranges customer visits. • Meet face - to - face with customers regarding requests or complaints and issues resolution Process. • Handle customer cases like (spare parts shortage, service quality, and product issues) Escalate customer issues and complaints to the related management. within 24 hrs., using proper data to address the issue. • Managing social media for the pages of El - Kasrawy Group for passenger cars and coordinating with the marketing team in following up on content, advertising campaigns, competitors, service and sales offers, and customer interaction, maki ng monthly reports for the marketing management. Raya CX · Customer Service Representative. (Apr 2014 – May 2015) • Measure customer satisfaction with Aftersales services. Follow up through calls with {Etisalat UAE} customers on the level and quality of s ervices provided • Answer daily customer calls according to set number. Report to central CRM team for main guidance • Stick to related phone script and rebuttals to reflect Etisalat CI standards • Update and maintain accurate data, feedback, and internal system - related to customer output ETISAL International Group · Call Center Agent ) Jun 2012 – Mar 2014 ( • Answer a huge number of Etisalat different customer segments ( Core – Sub core and Med ) SKILLS • Flexibility • Creativity • Initiative • Customer Service Skills • Communication • Collaboration • Active Listening • Critical Thinking • Negotiation • Decision Making • Leadership • Time Management • Social Skills • Problem solving and troubleshooting TECHNICAL SKILLS • Languages: English • Programs: IBM AS400, Microsoft Office, Microsoft Dynamic CRM, Live Chat, CSS, CX, TT. • Graphic Editors: Adobe Photoshop L ITERACY SKILLS • Information • Media • Technology HOBBIES • Outdoor activities. • Team or individual sports. • Artistic activities such as graphic design. COURSES & CERTIFICATIONS • Fundamentals of digital marketing Google Digital Garage ID: ZWM C2V FEC • T echnical for non - Technical Nissan Motor Corporation • Fundamentals of d igital t ransformation Electronic A nd knowledge S ervices C enter • Completion b uild s kills in c ustomer s ervice Project Management Institute • Digital M arketing f oundations Project Management Institute • Marketing Solutions Fundamentals LinkedIn Marketing Labs - Skilljar Academy • D igital M arketing c hallenger t rack c ompletion Ministry of communication and I nformation T echnology. • Business Techniques, Change Management and Communication S kills - Trainnovation Int H ONORS & AWARDS • Experience C ertificate - Citroen Egypt ( Apr 2022) • Experience C ertificate - N issan Auto Egypt ( Sep 2019) • Employee of the Month - Nissan Auto Egypt (Sep 2017) • Employee of the Month - Nissan Auto Egypt (Oct 2016) C areer F ocus P oint • Reduce customer wait ing time. KPI • Monitor CSAT Score (Customer Satisfaction Score). • Improve f irst repair first time (FRFT) • Improve turnaround times and give feedback within 24 hrs. • Increasing customer loyalty. • Humanise the customer experience. • K eep Average handling time (AHT). • Customer L ifecycle Management (CLM)