Mahmoud Jallad

Experience

• 

  Arab Technology Systems (ATS)

  Jan 1998 - Jan 1999

  Marketing & Sales Manager
• 

  An Najah National University

  Jan 1999 - Jan 2001

  Instructor

  (Courses: Principles of Marketing & Principles of Stock Management and Purchasing)

• 

  Palestine Telecommunications Company - Paltel

  Jul 2001 - Sept 2003

  Marketing Supervisor & Customer Services Operations Support Services

  Key Achievements:● Contributed to creating Paltel Web sites and portals.● Handled main operations: Logistics technical and behavioral data for Customer Services and Call centers.● Created workflow procedures.

• 

  Arab American University

  Sept 2003 - Jul 2005

  Instructor

  (Courses: Principles of Management, Principles of Marketing, Communication, and Business Administration)

• 

  Palestine Telecommunications Company - Paltel

  Jul 2005 - Jan 2011

  Key Achievements & Responsibilities:● Set sales plans to meet the group’s strategic objectives.● Managed and controlled the sales department budget of millions of USD.● Created a new commission scheme in cooperation with the finance department.● Maintained cash flows and sales KPIs.● Managed the sales department staff including 200+ employees. Key Achievements & Responsibilities:● Managed the retail sales department operations and budget of USD 3M.● Created and implemented retail sales plans and tactics.● Managed logistics and operations of 27 Retail Showrooms in the West Bank and Gaza.● Set sales targets and KPIs for the department.● Managed the sales department staff including 200+ employees.● Introduced new products for sale in showrooms such as SanDisk and HP products.

  • Acting Sales Director

    Nov 2010 - Jan 2011

  • Senior Retail Sales Manager

    Aug 2009 - Nov 2010

  • Retail Sales Manager

    Jul 2005 - Aug 2009
• 

  Palestine Telecommunications Company - Paltel

  Jun 2021 - Jan 2023

  Key Achievements: & Responsibilities:➔ Strategic Management, Planning & Development:● Led and directed the customer service department, and developed annual strategic plans, KPIs, action plans, policies, and procedures.● Created and implemented a digitization plan/strategy to enhance business processes and customer service operations.● Established a Second Support Unit where customers' technical faults were fixed over the phone, whichreduced the number of technical visits and saved the cost by hundreds of thousands of USDs.● In cooperation with Reach, established the call center unit including 300 employees.● Created new units such as Complaints, Troubleshooting, and Ambassadors.● Contributed to the development of Mobiles Applications such as Ana Paltel by reviewing and re-engineering processes and workflow.● Replaced paper invoices to soft copies either by email, mobile app, and SMS which saved ILS 5M.➔ Customer Service Management:● Managed and monitored the customer service department budget of USD 7M.● Maintained cost efficiency and effectiveness throughout all operations.● Unified operations, procedures, and activities between Paltel and Hadara including call center, technical support, and invoices.● Maintained 100% precise and accurate customer invoices.● Achieved the annual collections targets by 95%.● Enhanced and increased customer satisfaction from 65% to 80%.● Achieved the Customer Satisfaction Index of 80%.● Achieved the Net Promoter Score (NPS) by 80%.● Achieved the Average Speed Answer of 30 seconds.● Achieved the Average Handling Time (AHT) of an average of 2 minutes.● Increased the percentage of served calls by 96%.● Reduced the number of complaints from 38H to 24H.● Met 90% of SLAs➔ Vendor Management:● Managed the contracting, agreements, and following up on operations for many projects.➔ Team Management:● Managed and led 470+ employees (70 direct & 400+ indirect reports). Show less

  • Director of Customer Service

    Jan 2011 - Jan 2023

  • Acting Marketing Director

    Jun 2021 - Sept 2021
• 

  EMAAR (Marketing and Distribution Company)

  Aug 2023 - now

  Co-Founder
• 

  An-Najah National University Hospital

  Aug 2023 - Nov 2023

  Marketing Consultant & Acting Head of Marketing, PR & Patient Relations

  ● Formulating the hospital and university's marketing strategy to meet the business objectives of growth, market share, and profitability.● Overseeing, and directing the implementation of the marketing strategy.● Overseeing the day-to-day operations of the marketing, PR, and patient relations departments.● Developing and maintaining a marketing directorate structure.● Conducting market segmentation analysis to identify target customer segments, and developing tailored marketing approaches for each segment based on their unique characteristics and preferences.● Managing relations with media channels to secure media coverage.● Developing strategies to enhance patient satisfaction and improve customer experience.● Identifying training needs within the marketing, PR, and patient relations departments, and providing ongoing coaching and mentoring to team members. Show less

• 

  An Najah National University

  Aug 2023 - Nov 2023

  Marketing Consultant
• 

  Bnet Palestine

  Feb 2024 - now

  General Manager