Rawan AL Afghani
Dammam,Eastern Province
Summary
CRM professional with 9+years of extensive experience.
Offering strong leadership and communication skills, with knack for problem-solving and team collaboration. Knowledgeable about time management and conflict resolution. Ready to use and develop organizational, motivational, and decision-making skills.
Overview
13
13
years of professional experience
Work history
Tenants Relation Supervisor
Danah Real Estate
Riyadh, Riyadh Region
07.2023 - Current
- Review the aging financial report and update it with the time of payment after communication with the tenant.
- Rental Collections
- Liaise with tenants to fulfill their requests and work to maintain tenant satisfaction at a high level.
- Staying in touch with tenants on a daily basis, developing a communication methodology and obtaining tenants’ requirements to develop our services and facilities in the compound.
- Contracts renewal and tenant activities
Compound Supervisor and Acting marketing Manager
Refad Real Estate for investment and developing
Khobar, Eastern Province
01.2019 - 07.2023
- Analyzed customer data and campaign performance to drive improvements.
- Conducted market research to better understand key customer segments.
- Oversaw multi-channel lead generation campaigns.
- Explored new marketing and branding partnerships with high-profile clients, enhancing company reach.
- Preparing the yearly budget for the compound.
- Contribute to leasing, collection, and follow-up on contract renewal.
- Organizing events for the tenants inside the compound.
- Monitor the quality of work for the security and safety department and submit the necessary reports.
- Monitor the quality of work for the Maintenance to ensure all customer requests are closed by maintenance safety department and submit the necessary reports.
- Work on creating an application for maintenance requests and other services for customers.
- Direct management of the compound public relations file, customer.and tenant relations, and the compound management team.
- Preparing of operational plan (operation, maintenance and cleaning plan).
- Carry out daily administrative tasks to ensure job performance and coordinate departmental activities
Admin Officer
Refad Real Estat for investment and developing
Khobar, Eastern Province
01.2019 - 08.2020
- Sending the necessary surveys and sending them to clients.
- Collection by tenants.
- Preparing daily/ weekly and monthly reports of customer complaints to the direct manager.
- Preparing purchase orders through the SAP system.
- Organizing events for tenants in the compound.
- Coordinating meetings between tenants and the manager and recording meeting points.
Relationship Manager
Fulleffect
Dammam
06.2016 - 11.2018
- Managing and monitoring CRM and PR teams to achieve targets and KPI's as set by the management.
- Build and maintain strong, long-lasting customer relationships.
- Develop a trusted advisor relationship withinternal & external customers.
- Ensure the timely and successful deliveryof solutions& servicesaccording to customerneeds and objectives.
- Updatecustomerswithnew company offers.
- Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
- Resolve customer complaints quickly and effectively.
- Assist with high severity requests or issue escalations as needed
- Conducting business reviews to ensure clients are satisfied with their products and services.
- Communicate clearly the progress of monthly/quarterly initiatives to management
- Prepare periodical reports
- Monitoring company performance against service level agreements and flagging potentialissues
Digital Marketing Coordinator
Zohoor Alreef Company, Head Office
Khobar, Eastern Province
11.2015 - 04.2016
- Assist Digital Marketing Manager in day-to-day operations regarding all aspects of the Company’s digital marketing initiatives.
- Assist with coordinating data collection for report generation as well as create/update daily, weekly and monthly reporting dashboards to be distributed internally, providing statistical information for websites and campaigns.
- Assist with researching and auditing online presence, determine effectiveness of campaign sin multiple channels including social media
- Generate and update website content (products, content, promotions)
- Assist in building web traffic & sales using various online and offline marketing methods
- In cooperation with Digital Marketing Manager and Marketing team, execute and develop the annual schedule of web marketing initiatives
- Liaise with internal resources regarding the day to day management of the website
- Evaluate approaches & strategies to improve website sales conversions & customerengagement.
- Track, compile, and analyze website usage dataandcampaign metrics
- Develop & perform user testing orusage analyses to determine websites' effectiveness orusability
- Perform other related tasks to digital marketing as maybe assigned by Management fromtime to time
- Ensure all inventory and stock management systems are maintained accurately, within theagreed parameters and in a timely manner.
- Maintain a process for returns, replacement or credits. Manage a defined area for webstocks. This area will include out of dates, damaged and un-saleable goods.
- Maintain harmonious working relationship with relevant. departments within the stock's parameters set by the business.
- Coordinate activities to ensure proper implementation and management of third parties' digital channels.
- Continuous improvement of customer satisfaction.
Customer Service Representative
ZohoorAlreef Company, Head Office
Khobar, Eastern Province
01.2014 - 10.2015
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Employed active listening and product expertise to successfully resolve inbound queries.
- In cooperation with other CRM & DM Representatives, CRM & DM Manager and any related department execute the annual calendar of CRM & DM initiatives using all available communication and media including in-bound and out-bound e-mail marketing.
- SMS and social media, both to support planned in-store promotions, web promotions and stand-alone campaigns designed to generate loyalty membership.
- Execute and follow up all loyalty programs.
- Handle all customers and stores complaints, queries and feedback.
- Deliver the best service to the customer to ensure satisfaction.
- Deliver allloyalty programs packages and gifts to the customer.
- Conduct regular customer satisfaction surveys.Prepare all CRM & DM reports (Arabic/English).
Home agent
Mobily
Dammam
03.2013 - 11.2013
- Updated reports with completed tasks for improved progress monitoring.
- Assessed resource requirements to meet demands of services
- Investigated and resolved issues within regulated guidelines.
- Respond to customer inquiries and solve their problems.
- Submit customer complaints reports on a daily basis to the direct manager
Education
Course - Key Performance Indicators for Hotel Course
IBS Training Academy
Online09.2022
Course - Mini MBA- Hotels Managment
IBS Training Academy
Online09.2022
Course - Hotel Services Marketing Course
IBS Training Academy
Online08.2022
Course - Quality Management in Hotel Course
IBS Training Academy
Online08.2022
Diploma of Higher Education - Hotels Management
Cambridge Training College Britain
Online 07.2022
Bachelor of Business Administration - Business Adminstration
King Faisal University
Dammam03.2017
Skills
- Marketing campaign management
- Creative and innovative
- Market research
- Knowledge of Internet and additional platforms or applications including Retail Pro, Magento, MailChimp, LMS and SAP system
- Familiarity with social media
- Problem solving
- Time management
- Call Centre professional
- Strong communication skills in both Arabic and English
Timeline
Tenants Relation Supervisor
Danah Real Estate
07.2023 - Current
Compound Supervisor and Acting marketing Manager
Refad Real Estate for investment and developing
01.2019 - 07.2023
Admin Officer
Refad Real Estat for investment and developing
01.2019 - 08.2020
Relationship Manager
Fulleffect
06.2016 - 11.2018
Digital Marketing Coordinator
Zohoor Alreef Company, Head Office
11.2015 - 04.2016
Customer Service Representative
ZohoorAlreef Company, Head Office
01.2014 - 10.2015
Home agent
Mobily
03.2013 - 11.2013
Course - Key Performance Indicators for Hotel Course
IBS Training Academy
Course - Mini MBA- Hotels Managment
IBS Training Academy
Course - Hotel Services Marketing Course
IBS Training Academy
Course - Quality Management in Hotel Course
IBS Training Academy
Diploma of Higher Education - Hotels Management
Cambridge Training College Britain
Bachelor of Business Administration - Business Adminstration
King Faisal University
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