Amira Ezzat
Gillbert
Summary
Experienced Customer Relationship Management (CRM) professional with a demonstrated history of working in the automotive and customer service industries. Skilled in developing and executing multi-channel consumer relations strategies, loyalty and retention marketing, and CRM segmentation. Proven ability to enhance business impact through effective CRM activities, and adept at managing day-to-day consumer relations protocols. Committed to continuous self-development and contributing as a valuable asset to any organization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Plant Manager
ONTRACK Lumber Supply & More
01.2023 - Current
- Oversee all daily plant operations
- Hire, train, and develop leaders within the organization
- Supervise Inventory/Compliance, Production, Packaging, and Facilities teams
- Partner with Sales teams to ensure production meets sales demand
- Investigate and implement innovative manufacturing processes to reduce costs and improve product quality
- Create documentation protocols and ensure all records of operations are properly maintained and reviewed
- Apply lean manufacturing principles in designing, specifying, and validating world-class manufacturing processes
- Ideate and implement strategic improvements for production, quality, and labor utilization throughout the facility
- Ensure adherence to state compliance laws and food safety compliance programs
- Oversee employee performance reviews, hiring, and termination processes
- Train and develop Department Managers
- Maintain a culture of accountability at every step of the process.
CRM Manager
Abdul Al Aziz Al Ali Al Mutawa Group
06.2018 - 12.2023
- Develop, execute, and refine multi-channel Consumer Relations programs
- Focus on loyalty and retention marketing strategies
- Manage daily consumer relations protocols, CRM segmentation, and product recommendation programs
- Maximize KPI improvement, ROI, and business impact through structured CRM activities.
Reporting & Quality Assurance Coordinator
Al-Ghanim Automotive Group
03.2017 - 05.2018
- Managed daily and monthly BDC quality
- Generated BDC reports and analyzed mystery shopping results and targets.
Customer Care Team Leader
Al-Ghanim Automotive Group
06.2008 - 03.2017
- Developed departmental strategies and guided staff in customer relations activities
- Contacted customers to promote products/services and ensure satisfaction
- Handled customer complaints and scheduled appointments
- Generated daily and monthly reports and ensured adherence to GM standards
- Conducted weekly training sessions and coordinated with other departments.
Customer Service Agent
National Aviation Services (Kuwait Airport)
10.2007 - 05.2008
- Executed customer procedures in the immigration area
- Managed VIP reception area and facilitated procedures
- Trained new employees and communicated work procedures and policies
- Resolved customer complaints and answered questions regarding services.
Customer Service Agent
Rokn AL-Manarah Magazines
01.2004 - 01.2007
- Provided customer service and handled inquiries and complaints.
Education
Bachelor's Degree in Psychology -
Zagazig University, Egypt
Special Diploma in Speech Disorder -
Ain Shams University, Egypt
01.2006
Skills
- Microsoft Office Tools
- Internet Research
- Management
- Teamwork & Communication
- Reporting
- Problem Solving
- Organization
- Resilience
- Analytical Skills
- Confidence
- Excellent communication skills with diverse backgrounds
- Creative and positive problem-solving attitude
- Ability to work under pressure
- Commitment to continuous self-improvement and knowledge updating
- Team interaction and cooperation
Certification
- Customer Management Techniques (General Motors Co. | 2013)
- Handling Difficult Customers (General Motors Co. | 2013)
- Customer Relationship Management (General Motors Co. | 2009)
- Customer Service and Airport Appreciation (N.A.S Company | 2008)
- Journalism Articles and English Conversation & Computer Skills (2007)
Accomplishments
- Successful implementation of CRM systems tailored to business needs, resulting in enhanced team productivity, standardized processes, and increased customer loyalty.
- Effective management of customer relations strategies leading to improved customer satisfaction and retention.
Maritalstatus
Married
Personal Information
- Date of Birth: 05/14/80
- Nationality: Egyptian
Hobbies and Interests
- Internet
- Traveling
- Reading
- Sports
Languages
Arabic
Native or Bilingual
English
Full Professional
Timeline
Plant Manager
ONTRACK Lumber Supply & More
01.2023 - Current
CRM Manager
Abdul Al Aziz Al Ali Al Mutawa Group
06.2018 - 12.2023
Reporting & Quality Assurance Coordinator
Al-Ghanim Automotive Group
03.2017 - 05.2018
Customer Care Team Leader
Al-Ghanim Automotive Group
06.2008 - 03.2017
Customer Service Agent
National Aviation Services (Kuwait Airport)
10.2007 - 05.2008
Customer Service Agent
Rokn AL-Manarah Magazines
01.2004 - 01.2007
Bachelor's Degree in Psychology -
Zagazig University, Egypt
Special Diploma in Speech Disorder -
Ain Shams University, Egypt
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