WALAA MORSY

+1-321-***-****) – **** Sorrento st., Orlando-FL. adhag1@r.postjobfree.com.

PERSONAL SUMMARY

An enthusiastic, ambitious and professional leader who has a proven track record of achieving results in highly competitive environments. Walaa has 10 years experience with direct customer services, and over 7 years in sales & marketing with products that are considered technical and complex. A true professional caliber who is driven to hunt for new business, and is mentally resilient enough to be able to push past rejection to achieve results. Walaa is a talented marketer who can enhance the performance of any business by using her energy, drive and commitment to succeed to build outstanding relationships with customers and drive overall revenue growth. Her performance is results driven and as a quick learner she is fast at absorbing new ideas and adapting to changing scenarios. Right now she is looking for a suitable managerial position with a company that is renowned for hiring exceptional people and for giving them unparalleled opportunities to build their careers and capabilities.

Marketing

Negotiating & Customer obsessed

Dynamic

Smart

Marketing strategies Marketing campaigns Customer focused

Sales orientated Brand awareness

Presentation skills

Strong closing skills

Influencing skills Building relationships Account management Selling creatively

Up-selling

Entrepreneurial flair Increasing revenue growth

High energy levels People management Business planning Writing reports

Coming up with ideas Commercial judgement Analysing data Effective planning skills

Innovative

Business sense

Work Experience

IC GROUP US LLC, December 2017

July 2018 Business Operations Manager

Plan and organize the activities of businesses, responsible for overseeing a variety of departments from human resources to accounts payable. Coordinating educational assignments for staff, reviewing budgetary information, interpreting financial data, monitoring expense reports, and performing cost-benefit analysis on internal programs.

Vodafone Egypt since Sep.2001 till March 2017

July 2016 Bidding Manager (Acting as)

Full control of the E2E process starting from sales initiation till contract signature.

Responsible for a budget of EGP 80Mil including bill discounts, loyalty points and technology fund.

Contract management for more than 500 Enterprise accounts.

Post assessment for all valid contracts to assure both parties are sticking to their contractual agreement.

Responsible for a team of 8 employees.

July 2013 Bidding SR. Team Leader –Enterprise Business Unit

Duties:

Responsible for managing relevant stakeholders in to articulate compelling solutions for business customer’s thus maximizing Vodafone’s chances of winning business, increasing revenues, hence securing VF base and fair share of the market opportunity on the corporate side.

Manage large segments bidding starting initiation up till closure of bid.

Lead on the Corporate bidding cases profit improvement plans.

Responsible for setting the relationship between the overall budget and the bidding activities the way that would enable Vodafone Enterprise team achieve the agreed on Detailed Budget.

Work in line with the agreed on budget guidelines through managing the uptake of bidding accounts of offers & new services.

Positively contribute to the Large accounts Budget through increasing the revenues from new to bidding accounts with an average of 10%+.

Responsible for launching new differentiators that keeps Vodafone ahead from competition on the way to be a total communication provider.

Dec. 2011 Enterprise connectivity SR.Specialist (Business Marketing, Products & Solutions)

Duties:

Manage Vodafone Egypt enterprise broadband solutions

Monitoring business metrics and competitive offerings and taking actions when necessary to achieve revenues

Ensure that Vodafone Egypt is the preferred provider for internet & connectivity needs in the business market.

Assist in developing the business plan, focusing on the implementation aspects.

Research various segments’ requirements and map the applicable solutions.

Align with Vodafone Egypt’s strategy in technology, products and solutions to manage our products portfolio to maximize the benefits for Vodafone Egypt and position VF in a unique position.

Responsible for enhancing internet connectivity customer experience, and listen to customers/sales problems to enhance the product and the experience

Responsible for Product revenue and customer share growth versus competition (enterprise connectivity sol. Revenue: 120 Mil with 12% YoY growth)

Responsible for the full commercial launch plan for PRO-DSL service

Manage the relationship between Vodafone EGYPT and Public Data Carriers.

Proven experience in new service definition and launch programs.

Assist teams during the pre-sales activities related to the mobile solutions.

Resolving all technical issues related to solutions deployment, including coordination between customers and VFE technical teams.

Coordinating with System Integrators before and during mobile solutions pilots’ installations at prospect customers.

Arrangements with System Integrators staff and management to explore relevant solutions and cooperation opportunities.

May 2010 Internet services SR. Specialst (Business Marketing, Products & Solutions)

Duties:

Responsible for introducing the first cloud computing services to Vodafone and leveraging current structure to deliver new revenue streams.

Introduce Vertical / horizontal applications to the market to meet all corporate needs.

Managing the managed hosted services to provide total communication for Soho\SME segments.

Responsible for the product implementation (End to End)

Managing relationships with Customers/Suppliers/3rd Parties:

-Accountable for interfacing with external stakeholders: Local and global suppliers and partners.

-Responsible for negotiating agreements with suppliers.

Responsible for Product revenue and customer share growth versus competition

Apply Strategy & implementation for the product

Apply and manage the product road map

Manages decisions affecting the timelines effectiveness of the services.

March 2009 Total communication specialst (Customer Services)

Duties:

Accountable for managing the first total communication products and insure the best customer experience.

Manage and involve in all related UATs with different stakeholders

Ensure Fulfillment of end-end process related to new enterprise products

Monitor the product life cycle from the Customer Care side

Work as a second line technical support for enterprise area in all corporate solutions related issues.

Responsible for monitoring product performance and providing analysis and reports to marketing owners.

August 2007 Enterprise Technical Support specialist ( Customer Services)

Duties:

Accountable for managing the first total communication products and insure the best customer experience.

Monitor and responsible for the whole processes of activating/deactivating all business solution services (Maktabi packages, web hosting, wireless office implementations, APNs creation, Residential Repeaters Installation to solve Indoor 3G Network problems, etc…)

Handling regular pre-launch UAT & tests for Solutions Products.

Accountable for attending all kick off meetings with Commercial Enterprise Solutions regarding products plan.

Responsible for providing the needed support for Solutions internet tools such as PTT, VPN & ESDB.

Responsible for ensuring the best customer experience through managing & auditing the technical complains related to business solutions products.

Handling technical complains as 1st line of support for IT CRM Application Support through CRM Handler Tool.

Playing a 2nd line of Support for different Customer Care sub-divisions regarding Network Complains.

Accountable for providing regular training session to customer care to ensure products awareness.

Jun. 2006 SR. Enterprise Account Management (Customer Services)

Duties;

Responsible for managing strategic accounts within corporate segment by being in direct contact with the authorized persons within the accounts. Effectively act as a front line interface with the corporate customers and sales.

Conducting regular visits to the accounts with sales to build rapport with the accounts’ SPOCS.

Handling off board activities that require interaction and follow up.

Implement high quality standards of Customer Service for the corporate segments in order to exceed their expectations and to assure their satisfaction.

Handling the customer’s complaints/escalated cases in timely manner that ensures the maximum customer satisfaction.

Jan. 2006 CS Blended Call Center Agent.

Feb. 2004 Retail support Rep.

Duties;

Responsible for handling retail customers either paying bills, adding services, buying and activating new lines, …etc.

Help sales teams in upselling VF services or initiating sales leads to achieve the target.

Sep. 2001 Call Center Rep. medium & core, I-care support

Duties;

Act as first line of support to corporate customers and responsible for achieving call center SLA.

Accountable for solving customers’ complaints regarding billing, coverage and network quality, etc…

Dealing with customers having problems in the mobile functions and managing to solve these problems.

Working in other related departments such as activation, collection, operation support, corporate customer care and work force management.

Middle East Times News Paper

Sep. 1997 Part Time Translator

Duties;

Helping foreign journalists in understanding Arabic newspapers.

Translating articles to English/Arabic.

2/7/2000 Participated in Click GSM Summer Training for the years

& 2000 & 2001

2/7/2001

Full Time

Education

1)Academic Education

Sep. 2001 BA,LECANCE ALSUN, English Department, Ain Shams Unisversity, Egypt..

2) Additional professional Certeficates:

Professional Certificate in Simultaneous Interpreting. (AUC)

Microsoft office 2007 certificate (YAT)

Professional Certificate in Art Of Marketing. (RITI)

3)Training Courses;

Public Speaking

Problem solving & decision making.

Products’ life cycle

Internet usability

Fundamentals of Marketing

Social media

Project management

New rules of marketing&PR

Political intelligence & Stakeholder management

Digital marketing arts

Project Management

People Management

Effective Leadership Skills

Languages:

Arabic : Mother Tongue.

English : Fluent.

Spanish : Fair.

French : Fair.

Thank You

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