Nehad Saied
@nehadsaied
I optimize CRM workflows, qualify leads, and improve customer engagement across sales channels.
ZimbabweWhat I'm looking for
At Fana LTD, I manage customer communication across three WhatsApp Business channels and coordinate daily activities for seven Business Development Representatives through HubSpot CRM. I qualify, assign, and track inbound leads across acquisition channels to support timely follow-up and conversion.
Previously at Prolon Middle East, I managed end-to-end customer relationships across social media, live chat, email, and phone. I audited orders, coordinated logistics, resolved complex complaints, and trained new hires using Zoho CRM, Zoho Tickets, Shopify, and marketplace tools.
At Raya Contact Center, I handled more than 100 inbound calls daily while maintaining 90%+ SLA compliance and a 95%+ quality score. I also supported quality assurance, coached new hires, and worked with Operations and Quality teams to reduce escalations.
I bring more than eight years of experience in CRM, lead qualification, sales pipeline management, customer service, reporting, and workflow automation.
Experience
Work history, roles, and key accomplishments
CRM Specialist
Fana LTD
Jan 2025 - Present (1 year 7 months)
Managed customer communication across 3 WhatsApp Business channels and coordinated daily activities of 7 BDRs using HubSpot CRM. Qualified, assigned, and tracked inbound leads to maximize conversion opportunities.
Care Coordinator
Prolon Middle East
Jan 2020 - Jan 2025 (5 years)
Managed end-to-end customer relationships across multiple channels including social media, live chat, email, and phone. Resolved complex customer complaints with a focus on retention and service excellence.
Customer Service Representative
Raya Contact Center
Jan 2017 - Jan 2020 (3 years)
Handled 100+ inbound customer calls per day while consistently achieving 90%+ SLA compliance and maintaining high customer satisfaction. Consistently achieved and exceeded monthly KPIs including AHT, Quality Score, CSAT, Attendance, and Schedule Adherence.
Education
Degrees, certifications, and relevant coursework
Al Azhar University
Bachelor's Degree, Languages and Translation
Bachelor's degree in Languages and Translation with a focus on simultaneous interpretation.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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