Sandra Meleka

Experience

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  Tarek Nour Communications

  Jun 2007 - Oct 2007

  Account Executive

  • Handled different advertising account, meeting the clients' requests and implemented the Campaign strategy.• Supervised the deliverance of good quality (art work, TV, Radio commercials)

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  Symrise

  Feb 2008 - Jun 2014

  Head of Customer Service & Business Support

  Promoted to Head of Customer Service & Business Support in 2012Promoted to Customer Service & Business Support; 2009 - 2011Hired as the Customer Relationship Assistant; 2008 - 2009• Administered local and export orders of global FMCG key accounts from order processing to increasing business potentials• Analyzed and redesigned work flows for a smoother process• Directed the department in the transformation of the company from a local firm to a multinational institution with global standards• Supervised 6 members of the Customer Service teams, prioritized mandates, and coached the customs clearance team• Created KPIs and measured team performance against assigned goals• Founded a surveying system addressed to customers. Dissected 500+ responses to collect company performance data, • Computed monthly sales figure against set budgets, and reported to headquarters• Visited clients to strengthen and maintain service excellence• Applied strategies in order to maximize customer satisfaction, to achieve on-time deliveries and regular customer follow-ups. Received an average of 93% customer satisfaction.• Investigated customer complaints and followed up on corrective action application within a 48 hour timeframe• Negotiated freight cost deals with suppliers for Ocean/Air/Land shipping and was able to cut around 20% of excess costs.• Handled all marketing materials like the company’s website and its applications• Coordinated with finance/ collections department and customers’ payment methods. • Reviewed Letters of Credit (LC) and shipping documents created by team including invoices, packing lists, certificates of origin and certificates of analysis• Guided the Sales Support team• Orchestrated customer forecast collection process and reported expected quantities to coordinate accordingly with relevant departments• Researched information on competition and compared marketing strategies Show less

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  Philips Medical Systems DMC GmbH

  Feb 2015 - Feb 2019

  Global Customer Order Manager

  • Led all Computed Tomography/Advanced Molecular Imaging system orders from Order-to-Cash through SAP/ERP for global market regions, including: Middle East & Turkey, Africa, Latin America, Russia & Central Asia, France, and India, processing 100+ order per month.• Managed complex projects, accelerated action plan and mediated with relevant departments to ensure smooth execution of projects. Key Project:¬ Mapped out order fulfillment process of Semi-knockdown kits in Latin American market where system assembly costs were reduced by 50% (including labor costs) and more than 50+ new customer accounts where generated• Handled several New Product Introduction projects, performed User Accepted Testing and wrote working instructions and Standard Operating Procedures• Communicated and responded to escalations to final resolution within 48 hours to ensure optimum customer satisfaction• Acted as the single point of contact between Product Manufacturing Group, Key Market, Project Managers, Planning/Logistics, Quality & Regulatory, Marketing and Finance• Assessed order configuration, checked orders against Philips Export Control Policies, and performed extensive screening to monitor sanctioned parties• Collaborated with the factory to evaluate slot availability and shipping point according to system modality and communicated promised delivery dates to the business center• Streamlined with Key Market and Project Managers to actively manage and evaluate sales orders.• Consolidated new and existing SOPs and working instructions• Supported customer master data management enquiries Show less

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  Arkeyat Architecture

  Jan 2021 - Mar 2022

  Head of Marketing And Business Development
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  Ognar

  Aug 2022 - May 2023

  Operations Manager
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  Givaudan

  Mar 2024 - now

  Customer Care Manager