Sales and or Customer Service Maager
Resume:
Career Objective
A visionary and a multifaceted management professional with 18+ years of diversified experience in leading the business on a fully accountable P&L basis and delivering the business growth strategy, having competencies in strategy development, strategic alliances, business capture and project management in the pursuit of market growth, increased profits, and good stewardship of company resources gained my working in big corporations such as Mobinil, Commercial international Bank, Hilton, and McDonald's. Seeking a senior executive position to leverage extensive managerial experience towards catalyzing organizational excellence by using strong leadership skills to inspire & motivate winning teams & utilizing strategic vision to steer businesses toward value added & productive goals.
Key Skills
Executive Management, Strategic Business Development, Strategic Planning, Commercial Operations
Strategic Planning, Sales & Marketing, Business Development, Product Management, Sales Planning
Revenue Generation, Market Penetration, Business Analysis, Competitor Evaluation, Driving Business
New Market Development & Penetration, Process reengineering, P & L Management
Market Identification, Negotiation, Pricing, Marketing, Start-up Business, Retail Rollout
Retail Merchandizing, Logistics and Stock management, Product life Cycle
Corporate Strategy, Planning, Business Model Development, Profit Maximization, Policy Formulation
Market Research, Competitor Analysis, Negotiation, Operational Governance
Communication & Interpersonal Networking, Analytical & Problem Solving, Team Building, Leadership
Driving Growth, Co-ordination & Development, Training & Recruitment, Performance review, Motivating
Professional Experience
Commercial Director at Backcomfort - KSA
Riyadh, Saudi Arabia Nov 2013 – Nov 2014
The company is the first comprehensive retail stores chain specializing in relief and prevention of back, neck and body pain relieving products.
Highlights:
• Handled the overall executive responsibilities for all strategic and commercial functions of the business including Sales, Marketing, Purchasing, Logistics (Warehouses/Delivery/Maintenance) Departments.
• Managed 20 Showrooms of the Retail Chain, ensured Commercial Strategy is implemented out door and key account Sales Departments.
Key Responsibilities:
• Directing the implementation of new strategy for the company and Commercial Department in particular to ensure ongoing growth, profitability and operations.
• Involving in the development of the company’s long term planning that identifies new business opportunities, markets and helps to achieve and surpass all revenue/profit targets for the Department.
• Translating the strategic business plans into well-defined operational plans to meet business objectives and aligning all operations within the financial budgets agreed with the Board of Directors.
• Facilitating brand vision, developing annual, monthly budgets and forecasting and overseeing all action plans entailing Commercial, Marketing and Retail Operations to ensure smooth delivery within an ambitious timescale and budget.
• Establishing performance specifications, cost and price parameters, merchandising standards and sales estimates to determine the commercial direction, operational processes and long term objectives of the business.
• Devising and executing policies, procedures and strategies aimed at minimizing customer and staff theft, poor administration, and damage to displayed and stored merchandise.
• Keeping abreast with industry trends and complying with business practices regarding sales capture and reporting to facilitate key streamlined strategies and optimal product availability as per market needs.
• Providing reporting on the effectiveness of marketing activities, deploying standards of best practice throughout retail operations and communicating retail priorities and objectives to the management team through the Operations Managers Monthly Meetings.
• Devising mechanisms to collect feedback and data from customers, generating new revenue opportunities and ensuring the data is constantly updated and maintained.
• Providing thought leadership around planning, roadmaps and execution. Recruiting, retaining, and developing an effective regional/store team in developing and substantiating a winning value proposition that meets the needs of the customer, including analyzing critical business drivers and risks.
Business Consultant "Freelancer" at Baity Foods Company - Balsharaf Group
Al Khartoum, Sudan Mar 2013 – Sept 2013
The company is a part of Balsharaf Group, global manufacturer in food stuff and confectioneries.
Highlights:
• Providing strategic direction, leadership and transitioning the business line through detailed analysis of the existing practices and recommending processes for improvements.
• Played an instrumental role in augmenting sales by 50% by effectively leading commercial sector and restructuring the sales department.
Key Responsibilities:
• Gathered information about the company and its problem to begin analyses, determined the processes and resources the organization use and developed new methods or changes to existing practices.
• Reviewed financial statements, evaluated competitors, and analyzed business practices for developing new business model and presenting them to the client.
• Advised management on alternate methods of solving need or problem, and recommended specific solution as well as designed robust employees training programs to adapt to changes.
• Provided the company with a fresh outlook on new ideas, evaluate the business as a whole, and determine the best approach towards increasing productivity and profitability levels.
• Consulted, advised, and created programs to fill the gaps between actual situations and desired ones, as well as improved work performance and organizational communication.
Sales and Network Operations Director at BEE for E-Payment Solutions
Cairo, Egypt Dec 2009 - Nov 2012
The company is a multinational payment solution provider that has successful business recognition in Asia and Europe.
Designation Chronology:
• Dec 2011 - Nov 2012: Sales & Network Operations Director
• Sept 2011 - Dec 2011: Senior Manager, Business Development
• Dec 2009 - Feb 2011: Senior Manager, Country National Sales
Joined as Senior Manager, Country National Sales and got promoted with expanded scope of responsibilities.
Highlights:
• Oversaw the whole spectrum of activities for the distribution Network strategic and operations management, that provides turnover, local margin, and DSO, sales expenses across 7000 outlets with 200 employees, resulting in increase of sales by 400% within 8 months.
Key Responsibilities- Sales and Network Operations Director:
• Helped create unprecedented value for the business by leading a diverse sales team and sales process in the relevant market to drive market share gains and deliver the best productivity and profitability returns to the business.
• Drove market acceleration programs through formation of country teams which includes Field Sales, Sales support, Network efficiency, quality assurance.
• Supported and collaborated with key in-country, regional and global management teams of Business Entity for effective B2B sales and tailored business models in market based on new requirements coming from competition, regulations, contractors and top Specifies.
• Built a strong operating cadence and discipline with the broader sales team through strong review and governance, ensuring the achievement of KPIs, Net Sales, Integral Margin and DSO targets Project Pipeline.
• Provided input to process improvement of operational & sales processes that enable the growth for product and services to achieve a business advantage within the defined commercial policy.
• Delivered the next generation sales experience supported by innovative, industry-leading operations and sales processes and led the strategy (long term) and tactic (day-to-day) operation of the sub-cluster Competencies.
Key Responsibilities- Senior Manager, Business Development:
• Maximized the company's business potentials and designed trendsetter ideas by researching industry, publications, and announcements; tracking individual contributors and their accomplishments.
• Identified sales performance trends/issues by analyzing market strategies, deal requirements, potential, and financials; evaluating options; resolving internal priorities, etc.
• Developed and executed business strategies, identified new opportunities and successfully sourced new business by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
• Determined targeted business for company expansion by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals.
• Delivered profitable business growth, worked with the Board to continue to develop the strategy for new investments and business development opportunities.
Key Responsibilities - Senior Manager, Country National Sales:
• Mapped the business ambitions, understood the market trends and set strategies for Tactical Distribution Sales, Segment penetration, Commission and incentive structure; Transaction architecture, Cash collection, branding, etc.
• Conceived and implemented short and long term strategic plans, identified and evaluated the scope of prospective business development ventures and rolling out several ground breaking initiatives.
• Provided sales forecast, set the monthly target by channel per area according to the annual & monthly plans and ensured achievement of monthly target by area per SKU.
• Helped the company innovate and transform by leveraging its unique insights, differentiated services and generated new revenue streams and gained competitive advantage.
Retail Director at AlHaddad Telecom - Nokia
Jeddah, Saudi Arabia Feb 2011 - Sept 2011
The company has 3 leading Business units (namely retail, distribution and after sales service) that combine together to create the largest Telecom company across KSA.
Highlights:
• Responsibly handled the business for 3 retail chains, 62 Haddad and 25 KUBE3 Stores as well as 23 Mobily franchising Stores.
• Owned full P&L accountability, evaluated overall results of plans in terms of turnover, profit and share of marketing volume in addition to planning for the future.
Key Responsibilities:
• Established the vision & strategy for the business unit, looked after the company's image, brand and also its standing within the market place by getting to grips with research and market analysis.
• Rendered advice on matters pertaining to formulation of sound policy towards fulfillment of the short-term and long-term goals and objectives of the Company, whilst ensuring that the revenue targets for the stores are achieved or exceeded.
• Developed strategic operating plans that reflect the longer-term objectives and priorities established by the board; assuming full accountability to the board for all company operations.
• Established new business contacts, interacted with clients, and recruit employees; developed strategic business optimization plans to boost profits and efficiency.
• Monitored store operations, organized resources, and ensured service levels are met or exceeded & that all activities are carried out within the financial budgets agreed with the Board of Directors.
• Conducted forecasts, formulated sales budgets, market segmentation, oversaw store merchandising standards are executed across all stores and supporting training initiatives.
• Visualized and executed all current store and promotion requirements for all retail formats including merchandising and logistical support.
• Prepared annual regional/store budgets in collaboration with Regional Management and liaised with Marketing Director, Chief Financial Officer and Managing Director the merchandise price points to reflect the brand values and local competition.
• Built and developed revenue solutions whilst ensuring smooth delivery to build long-term revenue opportunities for franchise development.
General Manager, Co- Founder Manager at Mobile Shop Co
Cairo, Egypt May 2006 - Aug 2009
The company is a self-established retail business unit, offering the biggest selection in mobiles and its accessories
Highlights:
• Designed strategies for restructuring business processes for the retail business in capacity of executive committee of Delta Group.
• Expanded footprint of the Mobile Shop through sales & marketing, sourcing & recruitment across105 strategically located retail outlets across Cairo and regions, employing 600 new hires within 2 years and 100 head office staff.
• Attained the breakeven point within 2 years of incorporating the company through massive and rapid opening.
Key Responsibilities:
• Monitored the business growth on regular basis, establishing trends, identifying variations and overseeing marketing strategies, promotional activities, and product development projects.
• Handled the entire process of starting the business right from finalizing locations, hiring candidates to setting up attractive layout for new stores.
• Made concrete contributions in conceptualizing competent marketing strategies, preparing budgets and forecasts as well as contacting local and foreign suppliers.
• Identified opportunities to create business value and directed activities for store pre-opening in addition to managing operations and sales achievement.
• Headed store operations for the rapidly expanding mobile business and outsourced value added value services with key business partners to increase customer convenience & streamline retail processes.
• Offered active support in the selection and recruitment process, established requirements for personnel, designed benefits and compensation patterns and processes for employees’ relations management.
• Coordinated/evaluated and implemented comprehensive performance evaluation system to increase productivity and team spirit to create a positive work atmosphere.
Sales &Customer Service Center Manager:
(Mobinil) Egyptian Co. for Mobile Services Nov. 1999 - May 2006
Key Responsibilities:
Handling First Class Customers requests and complains.
Monitoring and supervising all Communications Activities
Local marketing
Achieving sales targets
Handling complicated problems.
Floor Management
Maintaining customer satisfaction.
Keeping standard of the process and procedures of the company.
Maintaining Employees moral and motivation level.
Developing the skills & competencies for the agents.
Keeping standard of the Hygiene and interface of the Store.
Control logistic sys.
Control &coordinate the schedule and vacations for agents.
Budgeting & Forecasting.
Interviewing & Selecting.
Other Professional Experiences:
• Oct 1998 - Nov 1999: Customer Service Department, Commercial International Bank - CIB
• Dec 1996 - Oct 1998: Assistant Manager, McDonald’s -Egypt
Education
Arab Academy Graduate School of Business (AAGSB); Alex, Egypt Apr 2005
Master's degree, MBA - General Management
Sadat Academy for Management Sciences; Egypt Jun 1995
Bachelor's degree / higher diploma, Management Sciences -Computer and Information System Department
Training Course:
Mobinil
• Induction Program, Including Etiquette of Customers Interaction.
• Moving Up To Management Course, American Management Association
• Planning for Results (project management), American Management Association.
• Consultative Sales & Customer demand Handling, OMNI Training
• Negotiation Skills, Amedeast.
• Managing Emotions & Stress, American Management Association - May 2003
• Motivating and influencing the others, American Management Association
• Customer Interface Management Skills, Dale Carnegie Association.
• Teams at work (Team Building), Quest
CIB
• Customer Service &Total Customer Satisfaction Course - May 1999.
• Sales & Marketing skills, AUC
McDonald's:
• Basic Operation Class - Jun 1997
• Basic Management Class - Jun 1998 (Deans List Ranking).
References
Muzaffar Kamilove Yasser ElBarkouky
Managing Director; Bee for E-payment solutions Group Vice President; Al Haddad Group - KSA
+20.12700000982 +971.509541864
Dr. Aly Fahmy
Chairman; Delta Group
+20.1005009955
Training and Certifications
Managing Emotions & Stress (Training); American Management Ass.; May 2003
Negotiation Skills (Training); AmedEast; June 2002 (24 hours)
Consultative Sales & Customer demand Handling (Training); OMNI Training; April 2002 (24 hours)
Planning for Results (project management (Training); American Management Association; May 2001 (36 hours)
Moving up to Management Course (Training); American Management Association; September 2000 (40 hours)
Induction Program, Including Etiquette of Customers Interaction; Quest; November 1999 (24 hours)
Customer Service &Total Customer Satisfaction Course (Training); AUC; May 1999
Basic Management Class "Deans List Ranking" (Training); McDonald's; June 1998
Basic Operation Class (Training); McDonald's; June 1997
Motivating and influencing the others (Training); American Management Ass
Customer Interface Management Skills (Training); Dale Carnegie Ass.
Sales & Marketing skills (Training); AUC
Teams at work (Team Building) (Training); Quest
Personal Information
Birth date: 8 May 1973
Nationality: Egypt
Driving License Issued From: Saudi Arabia; Egypt Languages: Arabic & English
Contact this candidate