Shaima Al Mas

· Propose and provide customer base to product/segment teams that relate to their targeted customers.

· Focus on Cross-Channel Engagement by ensuring a consistent customer experience across all channels, including digital and in-person interactions.

· Improves the quality of decisions by providing a structured approach to problem-solving.

· Making informed decisions based on data analysis, research, and input from relevant stakeholders.

· Generate/share frontline performance report

· Developing actionable plans with clear timelines, responsibilities, and performance metrics to ensure successful execution of strategies.

· Managing campaigns plans and make sure to launch digital communications as per the plan

· Design and distribute CLM newsletter for stockholders is to keep them informed about the company’s customer engagement efforts and the impact on overall business performance.

· Support governance team to enhance data quality and encourage customers to update their documentation.

· Adopt new digital channels (EI App, WhatsApp) to increase number of users.

· Develop long-term strategies that align with organizational goals.

· developing and executing data-driven strategies to enhance customer engagement and retention.

• Enhanced customer segmentation by integrating demographic and behavioral data, improving targeted marketing efforts.
• Automated reporting processes using visualization tools such as OBIEE, increasing efficiency and enabling real-time insights for stakeholders.

· Managing Campaigns, supporting the development and execution of targeted marketing campaigns aimed at different stages of the customer lifecycle, such as acquisition, retention, and re-engagement.

· Training and Support: Providing training and support to frontline and other product/segment teams on CRM tools

· Problem Solving: Addressing customer issues and challenges, collaborating with teams to find solutions that enhance customer satisfaction.

· Boost the efficiency of frontline sales.

· Launch multiple campaigns through different Digital channels (ATM, SMS, EDMs, Banknet, and NBO).

· Participate in CRM migrations

· Leveraging CRM tools and marketing automation platforms to streamline processes and enhance customer engagement.

· Assisting clients with opening and managing business accounts, ensuring compliance with banking policies and regulations.

· Boost in the number of clients

Assisted in training new technicians on proper procedures for installing, maintaining, and repairing ATMs, ensuring high-quality service delivery.

· Monitoring transaction Statements

Addressing inquiries and providing support to internal teams.

Identify the best options based on client information and issues, enabling prompt resolutions.

· Skilled in using diagnostic techniques to undertake remote troubleshooting.

· Create email addresses, login credentials, and necessary access for newly hired employees to provide an easy onboarding process.

· Meeting client needs in order to achieve high levels of satisfaction.

· To maximize workflow, I distributed and structured tasks between engineers.

Setup or format Laptops/PC (extra task)

· Improved customer satisfaction by promptly addressing and resolving technical issues.

· Coordinating and support in Marketing events.

· Develop marketing strategic in initiatives and activities.

· Implement marketing plans that include print, broadcast, and online content.

· Create branding advertising campaigns

Set up tracking systems for marketing campaigns and online activities.

· Preparing/uploading data on the system.

· Communicating with employees.

· Assisting General Manager in planning and implementing strategy.

· Coordinating in daily operations.

· Ensuring staff follows organizations guidelines.

· Organizing/ tracking meeting schedules.

· Created, prepared, and delivered reports to various departments.