Ahmed Ali

CRM Solutions Manager @ Huspy

About

CRM specialist with a strong focus on Salesforce, HubSpot, and Zendesk. With a solid foundation of experience in large e-commerce ,telecom and Real estate companies, I have successfully led customer experience, loyalty, and retention products. My expertise extends to designing and implementing various digital channels, such as CRM automation, chatbots, self-service portals, SaaS solutions, and mobile applications, while leveraging automation to streamline processes. Having worked extensively in digital product management within the retail sector and fast-paced e-commerce and Real estate companies, I possess a diverse skill set and the ability to collaborate effectively with individuals from various backgrounds. I am adept at applying agile methodologies, designing user and customer journey. Additionally, I possess a strong analytical mindset and excel at measuring customer experience metrics such as NPS, CES, and CSAT. I am proficient in data visualization, conducting A/B tests, and utilizing machine learning frameworks using Python and SQL. Moreover, my technical acumen includes working with various CRM/ERP/CSM such as Salesforce, Zendesk, Freshdesk, Siebel, Braze, Moengage, WordPress, and Shopify. I am well-versed in establishing technical connectivity layers, such as API and webhooks, to maximize the benefits derived from these systems.

Country

United Arab Emirates

City

Dubai

Industry

Internet

Skill

Salesforce Marketing Cloud, Salesforce Commerce Cloud (SFCC), Salesforce Service Cloud, Sfdx, Apex, Lightning Web Components, Customer Loyalty Management, Microsoft Dynamics 365, HubSpot, Salesforce Sales Cloud, Salesforce.com Administration, Salesforce, Siebel, Oracle Database, Zendesk, Operations Management, Reporting & Analysis, Customer Experience, Team Management, Customer Satisfaction

Experience

CRM Solutions Manager

Huspy

2024-8 - Present · 2 yrs 2 mos

Dubai, United Arab Emirates

Leading a team of talented Salesforce developers in designing and implementing innovative Salesforce solutions that drive business success. My role focuses on bridging the gap between technical possibilities and business needs, ensuring scalable and effective solutions that enhance customer experience and operational efficiency.

CRM Engineer

Huspy

2024-2 - 2024-8 · 7 mos

Dubai, United Arab Emirates

Dedicated to streamlining the sales journey for mortgage consultants through innovative automation and tailored solutions. My role involves deeply understanding the unique challenges faced by sales teams and crafting bespoke Salesforce automation to enhance efficiency.

CRM Operation Specialist

Huspy

2021-11 - 2024-3 · 2 yrs 5 mos

Dubai, United Arab Emirates

As a CRM Operations specialist I play a crucial role in managing and optimizing the Salesforce platform and HubSpot to meet the specific needs of the business. My responsibilities involve configuring and customizing Salesforce and Hubspot to streamline mortgage-related processes, improving data accuracy, and enhancing overall efficiency ensuring seamless operations and empowering the team to provide exceptional service to our clients and partners.

CRM and Process Improvement Lead

noon

2018-9 - 2021-2 · 2 yrs 6 mos

Dubai

- Spearheaded the successful implementation of a dynamic customer support process on Zendesk CRM, streamlining operations and elevating the user experience. - Pioneered the configuration and integration of a sophisticated chatbot, catalyzing customer support automation and enabling real-time query resolution. - Initiated and championed 15 process enhancements, harnessing the power of technology to enhance efficiency, reduce response times, and amplify customer delight. - Leveraged data-driven insights to optimize support workflows, resulting in a substantial increase in issue resolution rates and an impressive boost in customer satisfaction scores.

SME- Customer Journey -Retail

2015-7 - 2018-9 · 3 yrs 3 mos

United Arab Emirates

In my role as a Subject Matter Expert (SME) specializing in Customer Journey within the dynamic retail landscape of Du, I harnessed the power of CRM to shape exceptional experiences that resonate with customers on a profound level. My journey was characterized by a relentless pursuit of excellence, where I seamlessly integrated CRM strategies to transform retail interactions into personalized, engaging, and memorable moments.