ASMA SAID MASOUD AL FALAHY
MUSCAT
Summary
Willing to work in an organization where my skills are best utilized and my performance and hard work are appreciated.
Overview
2017
2017
years of professional experience
Work History
Marketing manager / Public relation administrator
Mars Hypermarket
- 12.2016
- Company Overview: Established since 1990, Mars International operates from two different countries with more than 1,800 employees and prides itself as one of the best retail chains in the Middle East.
- Contributes to marketing strategy by studying economic indicators, tracking changes in supply and demand, identifying customers and their current and future needs, and monitoring the competition.
- Provides short- and long-term market forecasts and reports by directing market research collection, analysis, and interpretation of market data.
- The strategy of Mars International is based on bringing an enjoyable and modern retail experience to mass customers.
- Completes marketing department operational requirements by scheduling and assigning employees, and following up on work results.
- Customer service standards and customer satisfaction.
- Maintains marketing staff by recruiting, selecting, orienting, and training employees.
- Analyzing the business problems and making development plans for improvement.
- SOP adherence and daily and weekly audits as per checklists.
- Responsible for maintaining hygiene.
Customer Service Executive
Jotun
- Company Overview: The Group has 64 companies and 40 production facilities on all continents.
- Execute customers' orders by processing and coordinating closely among the operations departments for order processing and delivery flow to ensure good and efficient customer service is provided.
- Perform invoicing of customers' orders in an accurate and efficient manner, respecting local laws and Jotun procedures.
- Coordinate the activities within the Customer Service Department, assuring that the customer orders are processed in a timely and efficient manner, promoting lean solutions and best practices.
- Follow up on customers' complaints to ensure they are dealt with in a timely and efficient manner by issuing investigation tasks, followed by conclusion input, and raising requests for return notes and credit notes where required.
- Actively handle customers' inquiries through email, telephone, or face-to-face in a timely and professional manner in order to provide high-quality customer service.
- Handle customer complaints effectively by quickly understanding the issue and coming up with sound solution in order to increase customer’s satisfaction
- Verify, enter, and review system prices accurately with the customer's purchase orders and sales orders.
- Communicate with sales and customers to verify that all details are correct and clear up any missing details or inconsistencies on orders.
- Monitor daily follow-up of orders and change dates, if applicable, to achieve correct backlog and OTIF.
- Handle approved Sales Returns with appropriate information on charges, and create credit note when required.
- Arrange FG import products, ordering from sister company according to customers' orders and safety stocks.
Education
Associate of Arts - Retail Management
Customer Service Academy
Dubai01-2023
Bachelor degree -
Gulf College in Business management
01.2015
Certificate - human resource department,purchase department,small and medium businesses department
Oman Chamber of Commerce and Industry
01.2015
Certificate -
workshop of entrepreneurship in a Changing Business Environment
01.2012
Certificate - training
Oman Chamber of Commerce and Industry
01.2011
High school certificate -
01.2010
English language -
Polyglot institute Oman LLC
01.2010
Computing certificate -
Cultural institute for scientific Development
01.2006
English language -
Cultural institute for scientific Development
01.2006
Skills
- Staff management
- Customer service-focused
- Business development
- MSOffice
- Issue resolution
Languages
English, Arabic.
Accomplishments
- Best Marketing Manager Award in 2016 sales Meet
- Awarded for active participating in store Training Program
- Rmdan kareem contest winner in 2017
INITIATIVES
- 3 staff promoted as Supervisor
- Non-Available SKU work sheet
- Created lomr corner in mars
- Participated in All stores marketing Activities
Timeline
Marketing manager / Public relation administrator
Mars Hypermarket
- 12.2016
Customer Service Executive
Jotun
Associate of Arts - Retail Management
Customer Service Academy
Bachelor degree -
Gulf College in Business management
Certificate - human resource department,purchase department,small and medium businesses department
Oman Chamber of Commerce and Industry
Certificate -
workshop of entrepreneurship in a Changing Business Environment
Certificate - training
Oman Chamber of Commerce and Industry
High school certificate -
English language -
Polyglot institute Oman LLC
Computing certificate -
Cultural institute for scientific Development
English language -
Cultural institute for scientific Development
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