Maha Samy
Customer Support Manager
Dubai
Summary
Driven Customer Support Manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Skilled in Sales to streamline daily activities for maximized productivity and sales. Detail-oriented and dedicated to cultivating efficient environments for top service.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
3
3
Languages
Work History
Customer Support Manager
Blueair
Dubai
05.2019 - Current
- Managing the customer support department’s day-to-day functions.
- Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions - Maintain an orderly workflow according to priorities
- Informing the team of all new information related to products, procedures, and trends.
- Managing warranty cases with distributors and individuals according to warranty policy of the company
- Checking failures reports that come from distributor sides and assist them with replacement orders.
- be the first point of contact for all partners with all customer support related questions for Middle East and European region.
- Sharing of important service related info with all partners.
Managing the full warranty process for all partners
a) Failure report
B) warranty registration data
c) Spare parts replacement, and value - Lead generation to get the qualified leads such as hotels and governmental sector
- Editing Arabic versions of articles and marketing campaigns in coordination with translation team before releasing
- Managing app reviews and bazaarvoice
- Taking over return process in Netsuite system and shipments for consumers
- Resolving consumer complaints via email and ERP system
- Handling phone calls from DTC customers
Marketing Coordination
Blueair
Dubai
01.2020 - 01.2022
- Answered general marketing department inquiries by email, phone and mail.
- Coordinating with Dubai vendors and doing negotiations with them to get the best price for designing stands in retailers
- Created professional business correspondence, spreadsheets and presentations
- Identify and analyze competitors Collaborate with the design department to produce promotional materials
- Getting quotations from vendors
- Assisted with designing and implementing test plans to understand drivers of response and value on creative assets and campaign strategies.
Education
Bachelor Translation Degree (Russian) - Language Interpretation And Translation
Faculty of Al- Alsun, Ain Shams University
Ain Shams- Cairo 06.2012 - 06.2016
Skills
Sales proficiency
Certification
Certified Sales & Marketing Professional (CSMP) From Laurels Institute, Dubai
Timeline
Marketing Coordination
Blueair
01.2020 - 01.2022
Customer Support Manager
Blueair
05.2019 - Current
Bachelor Translation Degree (Russian) - Language Interpretation And Translation
Faculty of Al- Alsun, Ain Shams University
06.2012 - 06.2016
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