Samah Helal
CRM Team Leader
Jeddah
Summary
Motivated and Experienced individual with over 9 years in customer service role, including sales, after sales, marketing and customer care. Good listener, positive demeanor, articulate, energetic, astute problem solver. Proficient with various CRM tools and passionate for developing relationships, cultivating partnerships and growing businesses. Seeking to utilize customer relation management experience and communication skills to provide a positive experience to the customers and company.
As well as leadership and organizational skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
29
29
Certifications
Work History
CRM Team Leader
Naghi Motors Company (Jaguar & Land Rover)
Jeddah , Mecca Region
07.2022 - Current
- Inspire team to achieve goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Develop a professional relationships by cultivating supportive, positive and helpful working environment.
- Closely monitoring team performance by conducting observations and tracking key metrics and worked to achieve KPIs targets.
- Led team meetings to delegate tasks, assign workloads and communicate changing priorities.
- Enforcing company policies, answering co-workers' questions and training new staff.
- Tactfully handle complaints using excellent problem-solving and dispute resolution skills.
- Resolve complex customer enquiries and complaints.
- Process improvements to optimise overall workflow and efficiency.
CRM Executive
Naghi Motors Company (Jaguar & Land Rover)
05.2019 - 07.2022
- Handled inbound and outbound customer service inquiries and requests from different communications channels professional way.
- Deal competently with customer complaints
- Collaborating and Supporting other departments campaigns and Projects.
- Managing Social Media Inquiries and leads management .
Customer Care Agent
Ikea
, Mecca Region
05.2015 - 09.2018
- Handled inbound and outbound requests and inquiries by phone.
- Achieve call center KPIs and continually achieving positive customer feedback.
- Record and handle internal complaints.
- Managing Social Media Inquiries.
Education
Bachelor of Science - Biology (Genomics & Biotechnology)
King Abdulaziz University
Jeddah 01.2011 - 02.2015
Skills
Certification
• Tele Sales Training - Al-Jazira Takaful Co JUN -2019 MAR 2019
Languages
Arabic
Proficient
C2
English
Advanced
C1
Timeline
CRM Team Leader
Naghi Motors Company (Jaguar & Land Rover)
07.2022 - Current
CRM Executive
Naghi Motors Company (Jaguar & Land Rover)
05.2019 - 07.2022
Customer Care Agent
Ikea
05.2015 - 09.2018
Bachelor of Science - Biology (Genomics & Biotechnology)
King Abdulaziz University
01.2011 - 02.2015
• Tele Sales Training - Al-Jazira Takaful Co JUN -2019 MAR 2019
• Training at KAU Hospital in the specializations of clinical laboratories APR 2016 - JUN 2016
• Complete the telework path: Culture of telework administratively - Culture of telework technically
• Employment Support Program To Raise Skills(45 Hour)
• Successful communication skills in workplace
• Keys Negotiation skills - Smart work ethic
• Stress Managing in the workplace - Leadership skills
• Problem-solving skills - Teamwork skills
• Introduction to Microsoft Office Programs (Word, PowerPoint, Excel
• Labor education according to the Saudi labor low
• Photography and Photo Editing - principles of photography
• Communication methods in the workplace
• Leadership Essentials
• Introduction to Human Resources Functions
• Professional ethics in a common work environment
• Marketing through social media channels
• Fundamental of Management
• Insurance market
•• Customer service for insurance
• Strategic thinking
• Business Continuity and Recovery of Crisis
• BLS Provider
• Professionalism at work and positive interaction skills
• Effective team work
• Principles of customer service
• Negotiation skills
• Effective communication
• Excellence in customer service
• Foundations in Client Experience
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