Ahmed Hassan
Doha
Summary
Dynamic professional with a strong focus on user experience principles and customer satisfaction. Demonstrates expertise in relationship management and team leadership, driving results through effective communication and active listening. Committed to quality assurance and adapting to change, aiming to leverage skills in a challenging environment that fosters growth and innovation. Experienced management professional with history of success in developing and implementing customer relationship management strategies that drive business growth. Possesses skills in analyzing customer data and utilizing CRM tools to deliver personalized experiences and improve customer retention. Excels at achieving long-term client sustainability.
Overview
3
3
Languages
17
17
years of professional experience
Work History
CRM manager
Al Mana Group Automotive
Doha
02.2025 - Current
- Lead CRM Supervisors, Team Leaders, and CRM Agents.
- Develop workforce planning, training, and coaching programs.
- Set departmental objectives and KPIs.
- Conduct performance reviews and succession planning.
- Build a high-performance and customer-focused culture.
- Authorized dealer for Ford, Lincoln, Jeep, Dodge, Ram, Chrysler, Hongqi, Bestune and XPENG.
Acting as CRM Manager / Assistant CRM manager
Al Mana Group Automotive
Doha
04.2024 - 02.2025
- Develop and implement the CRM strategy aligned with Almana Automotive's business objectives.
- Establish CRM policies, procedures, and customer engagement standards.
- Drive customer-centric initiatives to improve retention, loyalty, and customer lifetime value.
- Ensure CRM activities support vehicle sales, aftersales revenue, and customer experience goals.
- Lead digital transformation and automation projects related to customer engagement.
- Authorized dealer for Ford, Lincoln, Jeep, Dodge, Ram, Chrysler, Hongqi, Bestune and XPENG.
Customer service team leader
Al Mana Group Automotive
Doha
04.2023 - 02.2024
- Manage and supervise CRM Agents handling inbound and outbound activities.
- Monitor daily team performance and productivity.
- Set individual and team KPIs aligned with business objectives.
- Conduct coaching, training, and performance reviews.
- Develop team schedules to ensure adequate coverage during operating hours.
- Motivate team members to achieve lead conversion and customer satisfaction targets.
- Ensure compliance with company policies, CRM processes, and manufacturer standards.
- Authorized dealer for Ford, Lincoln, Jeep, Dodge, Ram, Chrysler, Hongqi, Bestune and XPENG.
Senior customer service representative
Al Mana Group Automotive
Doha
02.2016 - 03.2023
- Receive and handle incoming sales inquiries via phone, email, WhatsApp, website, and social media.
- Capture and qualify customers leads in the CRM system.
- Provide information about vehicle models, pricing, offers, and availability.
- Route qualified leads to the appropriate Sales Consultant.
- Handle aftersales inquiries related to service appointments and maintenance.
- Resolve customer concerns or escalate issues to relevant departments.
- Book showroom visits, test drives, and service appointments.
- Confirm appointment details and send reminders.
- Coordinate schedules with Sales and Service departments.
- Update customer profiles and interaction history in the CRM system.
- Ensure data accuracy and completeness.
- Maintain confidentiality of customer information.
- Contact new and existing leads to assess purchase interest.
- Follow up on showroom visits, test drives, and quotations.
- Re-engage inactive or dormant leads.
- Contact customers for service reminders, warranty renewals, and vehicle replacement opportunities.
- Promote loyalty programs and customer retention initiatives.
- Encourage repeat business and referrals.
- Conduct post-purchase and post-service follow-up calls.
- Collect customer feedback and satisfaction ratings.
- Handle customer complaints and ensure timely resolution.
- Authorized dealer for Ford, Lincoln, Jeep, Dodge, Ram, Chrysler, Hongqi, Bestune and XPENG.
Customer service representative
Almana Maples - Habitat
Doha
04.2014 - 02.2016
- Maintain and update customer databases and profiles.
- Ensure accuracy, completeness, and compliance of customer information.
- Customer segment based on purchase behavior, demographics, and engagement levels.
- Monitor data quality and CRM system performance.
Hotel receptionist
Arabella Azur, Hurghada
Hurghada
10.2010 - 06.2013
- Welcome guests warmly and professionally upon arrival.
- Check guests in and out efficiently.
- Verify guest reservations and update booking information.
- Assign rooms and issue room keys/cards.
- Manage room availability and occupancy status.
Telephone operator
Ali Baba Palace Resort, Hurghada
Hurghada
09.2009 - 10.2010
- Answer and direct incoming calls promptly and professionally.
- Handle guest requests and transfer calls to the appropriate department.
- Take and relay messages accurately.
- Provide information about hotel services, facilities, rates, and local attractions.
- Process wake-up call requests and ensure they are completed on time.
- Assist guests with room-to-room calls and external calls.
- Monitor and respond to emergency calls according to hotel procedures.
- Maintain call logs and records when required.
Education
Bachelor of Tourism and Hotels - Tourism
El Fayoum University
El Fayoum, Egypt05-2009
Skills
- User experience principles
- Adapting to change
- Driving results
- Customer satisfaction focus
- Relationship Management
- Excellent communicator
- Team Leadership
- Quality Assurance
- Active listening
Languages
Arabic
English
Russian
Custom
- Completed 47 Courses with Ford
- Completed 9 Courses with Stellantis
- Amadeus Airlines Ticketing (Basic & Advanced)
- Blanchard Situational leadership - Dubai 2025
- Customer Delight
- Selling accessories
- The customer Management on remote
- Quality in After-Sales
- Tech for non-Tech - Engine
- Tech for non-Tech - Transmission and drive line
- XPENG Red Carpet
Timeline
CRM manager
Al Mana Group Automotive
02.2025 - Current
Acting as CRM Manager / Assistant CRM manager
Al Mana Group Automotive
04.2024 - 02.2025
Customer service team leader
Al Mana Group Automotive
04.2023 - 02.2024
Senior customer service representative
Al Mana Group Automotive
02.2016 - 03.2023
Customer service representative
Almana Maples - Habitat
04.2014 - 02.2016
Hotel receptionist
Arabella Azur, Hurghada
10.2010 - 06.2013
Telephone operator
Ali Baba Palace Resort, Hurghada
09.2009 - 10.2010
Bachelor of Tourism and Hotels - Tourism
El Fayoum University