Business Development Customer Care
Resume:
CURRICULUM VITA
+1-346-***-**** **************@*****.***
Looking for challenging executive roles in any industry based on service and product providing preferably in general management or commercial including marketing, sales & distribution, research & analysis, and product or business development.
Result-oriented executive in telecom industry and general management with over 24 years of experience driving revenue growth and exceeding targets in competitive markets. Possess extensive experience in sales, distribution, business development, product development, marketing, data analysis, and customer care. Skilled at leading high- performing teams, developing innovative strategies, and adapting to rapidly changing market conditions. Leadership and management skills:
- Strategic thinking and planning - Result oriented
- Team leader, mentor, builder, and player - Cross-functional collaboration
- Problem-solving & conflict resolution - Decision-making
- Performance management & improvement
Business Development and Sales Skills:
- Business development & optimization - Sales Strategies including retail sales
- Client relationship management - Negotiation
- Distribution & Territory Management - Market Analysis
- Customer care mentality & management - customer centricity Product Development and Marketing Skills:
- Product development and optimization - Market research
- Marketing & communication strategies - Branding
- Product Specification Document & Brief - Product launch
- Customer Centricity - Market & customer segmentation Technical Skills:
- Data and competitive analysis - Software proficiency
- Telecom industry knowledge - Project management tools
- KPI management & development - Cost analysis, pricing & budgeting Soft Skills:
- Communication - Problem-solving
- Adaptability - Time management
- Creativity - Active listening
- Persuasion - Relationship building
Achievements:
- Increase the number of subscribers by 50% through effective marketing campaigns and diversified product offerings
- Increase international call revenues by 35% and decrease interconnect fees by almost 70% through a successful business partnership with a leading GSM operator in a neighboring country.
- Lead Vivacell Commercial activities and became the number 1 GSM operator in South Sudan after 2 years from the launching date, always exceeding the set targets and KPIs.
- Increase sales and overall revenues through effective sales strategies and marketing campaigns.
- Reduce churn to below 2.5% through professional customer care services and adaptation of a customer- centric approach.
PROFESSIONAL EXPERIENCE
MDIC May 2014 – Feb 2024
Business Consultant
Startup businesses: Lead special missions to study and evaluate marketplaces. Conduct thorough market analysis, meet all relevant stakeholders, support clients in negotiations with concerned authorities and business partners, build comprehensive business plans identifying the milestones and the investments required, and develop launch strategies and critical go-to-market plans. Page 2 of 3
Establish businesses: Lead special missions to support the clients in increasing revenue through optimizing commercial operations, developing goals and strategies, products and services, enhancing brand visibility, and improving processes and productivity. Talent management and organizational culture optimization.
Vivacell South Sudan, GSM Operator Nov 2008 – April 2014 Commercial Director
Responsible for all Commercial activities and leading four units, Marketing & Communication, Sales and Distribution (Direct & Indirect), Customer Care, and Roaming & International carriers’ relations.
Establish a commercial department, set objectives, handle recruitment, and train commercial staff.
Prepare the annual Commercial budget and P&S road map and set related KPIs.
Set department’s and units’ roadmaps to meet the operation’s objectives
Develop and consult with the advertising agency on all ATL and BTL activities
Develop pricing strategies to attract public and niche market
Develop and execute marketing research
Establish distribution networks, define distribution territories, and develop distribution strategies. Manage distributor relationships, establish performance metrics, and develop compensation plans to motivate and reward top performers.
Establish direct and B2B sales units as well as a chain of POS.
Monitor and evaluate industry, competitors, and market trends to perpetuate the introduction of innovative and profitable projects, products and services
Coordinate with other departments -Technical and Billing- the development and implementation of new projects, products and services
Perform SWOT analyses on existing or potential competitors & identify and tackle threats/opportunities
Launch Vivacell Operation in Feb 14, 2009.
Comium Group, GSM/ISP Operator Nov 2005 – Oct 2008 Commercial Director – Comium Liberia
Carried the same responsibilities listed above in addition to:
Support other operations and handle special projects and assignments as is the case of:
- Comium Gambia (Jun – Oct 2007) during which I increased the number of subscribers by 23% through successful promotion and communication campaigns, innovative products and services offerings, and an elevated sales and distribution plan.
- Comium Operations at Beirut head office (Oct 2007 – Apr 2008). Supporting 4 operations in Liberia, Gambia, Sierra Leon, and Ivory Coast.
- Comium Ivory Coast/COZ (Apr – Jul 2008). Leading a cross-functional team of 8 members for developing and introducing new products and services.
ECOnet SAL Lebanon, MVDS Operator (pay TV) June 1999- Nov 2005 COO
Chief Operating Officer/Acting Deputing General Manager responsible for overall activities and reporting directly to the General manager and Chairman of the board
Manage and direct all co.’s activities to meet the board of directors' objectives
Negotiate and conclude distribution agreements with international providers such as ShowTime, Star Select, Turner House, ART …
Prepare feasibility studies and business cases (on a short and long-term basis)
Participate in developing the company strategy and budget preparation
Develop and improve the corporate chain of communication, Job descriptions, and work procedures.
Direct and supervise the activities of department heads.
Develop pricing strategies to attract public and niche market
Establish distribution networks, develop sales strategies, set incentives and commission schemes, and negotiate and conclude distribution agreements.
Negotiate with the Ministry of Trade & Economics the implementation of intellectual property and antipiracy laws
Mouawad National Co – SA, Jewelry Nov 1995 – Nov 1998 Deputy Sales Manager
Monitor the activities and performance of 21 international sales agents.
Coordinate between management and the showrooms in Gulf, Europe & Fareast.
Allocate products based on demand forecasts and market trends Page 3 of 3
Lead direct sales to the SA Royal Family, Royal Protocol, and VIPs; which increased average daily sales from $1.35M to close to $2.05M.
Special assignment: Acting country manager (Muscat, Oman) from June to Sept 1997
Al Rim - Mineral water July – Oct 1995
Project Manager
A short project aimed at building a nationwide distribution network, locating regional warehouses and distribution points in addition to establishing work procedures, reporting systems, and recruiting teams of supervisors and sales agents. The project included market segmentation and the development of distribution and sales strategies.
Marblo Group Feb 1993 – June 1995
Senior Sales Representative
Accountable for big projects and leading a group of 7 sales agents achieving sales up to $24.3M in 1994 and $14.15M in the first half of 1995.
Define & segment the market (Owners, consultants, interior designers….) as well as introducing new sales methods
Interview and recruit sales agents
Set sales targets and incentive schemes
Train, supervise, support, and motivate the team
Re-Media, Advertising & Marketing, Zahle, Lebanon Feb 1991 – Dec 1993 Sales & marketing supervisor
Kazan Hardware, Beirut, Lebanon, Carpentry Hardware Jan 1989 – Feb 1991 Sales representative
Notre Dame University, Louaizeh, Lebanon 1989 - 1991 Registrar Office Assistant
EDUCATION
Notre Dame University (NDU)
Bachelor of Science in Business Management
Louaizeh, Lebanon, 1991 Graduate
All References and Certificates are available upon request
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