Abdelrahman Lalou
Dubai,UAE
Summary
I bring a strong background in client relationship management, team leadership, and training, with extensive experience in driving operational excellence and client satisfaction. Previously, as a Trainer and Senior CRM Executive, I developed and implemented effective training programs that empowered teams to address client concerns proactively, resulting in enhanced service quality, improved client satisfaction, and reduced escalations.
In my current role as CRM Assistant Manager, I focus on optimizing team performance, streamlining workflows, and ensuring a customer-centric approach across all touchpoints. I lead cross-functional collaboration to enhance service delivery, while leveraging data-driven insights to identify opportunities for continuous improvement. My dedication to fostering a positive client experience and supporting team development contributes directly to both operational efficiency and the overall success of the organization.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
ASSISTANT MANAGER- CRM
DAMAC PROPERTIES
Dubai
05.2024 - Current
- Developed and executed strategic CRM initiatives to optimize customer relationships, ensuring long-term retention and satisfaction.
- Conducted in-depth data analysis and CRM audits, identifying trends, inconsistencies, and areas for process improvement, enhancing data integrity and decision-making.
- Coordinated cross-functional teams to resolve client issues swiftly, delivering a seamless and efficient customer experience while maintaining high service standards.
- Led comprehensive CRM training programs, empowering team members with advanced CRM functionalities and best practices, resulting in improved team proficiency and performance.
- Developed and implemented a CRM dashboard to provide real-time visibility into key customer service metrics, enabling daily tracking of CSAT, issue resolution times, and overall service performance.
- Implemented new CRM strategies and process improvements that led the team to consistently exceed targets for four consecutive months, boosting the Customer Satisfaction (CSAT) score from 3.9 to 4.8 and improving Quality Scores from 85% to 96%, all while reducing fatal errors and enhancing overall service efficiency.
CRM TRAINING SPECIALIST
DAMAC PROPERTIES
Dubai
02.2023 - 05.2024
- Trained more than 500 colleagues, in person and virtually, to optimize existing platforms utilization
- Collaborated daily with the Business Transformation Office to participate in the detailed mapping and testing of innovative CRM Processes
- Lead the adoption of introduced technologies to facilitate user adaptation to latest CRM advancements
- Conducted comprehensive training sessions for CRM and Sales departments to ensure proficiency on Oracle, Genesys Cloud CX and Salesforce platforms
- Crafted tailored training materials, curricula, and E-Learning modules which resulted in a 20% increase in user comprehension
- Managed the Knowledge Management Base
- Created a Job Knowledge Questions bank and FAQs for existing and newly introduced CRM processes
- Achieved more than 1,200 training hours reaching more than 8,000 headcounts
- Utilized Training Evaluation Feedback to improve training and learning programs
- Conducted Training Need Analysis to identify gaps and assess the suitability of trainings as a solution for the identified gaps
CRM SENIOR EXECUTIVE
DAMAC PROPERTIES
Dubai
04.2021 - 02.2023
- Managed end to end relationships with customers by providing a customized service that aligns with their expectations
- Developed and implemented proactive strategies to anticipate and address customers' concerns, resulting in an outstanding Customer Satisfaction rating as well as a notable reduction in escalations
- Handled a diverse portfolio of Transfer of Ownership, Refunds, Funds Transfer, Deceased customers and Title Deed cases while ensuring meticulous attention to details, seamless processes, and accurate documentations
- Mentored and coached Client Relations Executives, provided guidance, training and support
- Acted as a point of escalation for the team, assuming a managerial role to address and resolve complex Customer queries
SENIOR TECHNICAL SPECIALIST
TELEPERFORMANCE (APPLE Account)
Dubai
03.2017 - 04.2021
- Recognized as a Top Performing Senior Technical Specialist for Apple Account
- Pro-actively handled Customers' escalations and complaints, leveraging exceptional problem-solving skills with a Customer Centric approach
- Navigated difficult Customers situations while maintaining the crucial connection between adherence to procedures and delivering exceptional Customer satisfaction
- Played a key role in delivering impactful roundtables and presentations to new and transitioning advisors, imparting Soft Skills and Knowledge Training
- Developed and implemented training programs aimed at enhancing Technical skills, Customer service expertise and overall performance, which improved Team productivity, Employee engagement and Customer satisfaction
SENIOR CUSTOMER SERVICE REPRESENTATIVE
VODAFONE UK
Dubai
09.2015 - 02.2017
- Ensured seamless handling of Customers' claims to minimize the risks of Legal challenges by adherence to Compliance and Legal requirements
- Addressed Customers' concerns by employing effective Problem-Solving techniques
- Earned a promotion to the role of a Floor Walker where I provided hands-on support, training and monitoring of advisors which improved process efficiency and elevated Customer service levels
- Proven track record of driving process-level improvement through training initiatives by identifying areas of enhancements
ASSISTANT RETAIL SALES MANAGER
VODAFONE EG
Alexandria
06.2014 - 07.2015
- Delivered comprehensive information on pricing and after-sales services which enabled informed Customers decisions
- Achieved consistent Customer satisfaction and minimized potential disputes by meticulously adhering to Customers' procedures and processes while handling claims
- Identified opportunities to enhance Customer satisfaction
Education
Bachelor's degree - English Literature & Translation
O6U University
Egypt 09.2012 - 06.2016
Skills
- MS Office 365
- Data analytics
- Canva
- Sales Force
- Genesys
- Account management
- Oracle
- Employee Training
Certification
- TTT
- LSSGB
Languages
Arabic
Native
English
Advanced
Timeline
ASSISTANT MANAGER- CRM
DAMAC PROPERTIES
05.2024 - Current
CRM TRAINING SPECIALIST
DAMAC PROPERTIES
02.2023 - 05.2024
CRM SENIOR EXECUTIVE
DAMAC PROPERTIES
04.2021 - 02.2023
SENIOR TECHNICAL SPECIALIST
TELEPERFORMANCE (APPLE Account)
03.2017 - 04.2021
SENIOR CUSTOMER SERVICE REPRESENTATIVE
VODAFONE UK
09.2015 - 02.2017
ASSISTANT RETAIL SALES MANAGER
VODAFONE EG
06.2014 - 07.2015
Bachelor's degree - English Literature & Translation
O6U University
09.2012 - 06.2016
- TTT
- LSSGB
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