Experience

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  Petroneeds services international (psi) co.

  Apr 2012 - Dec 2016

  Operations supervisor

  Planning and executing departmental budgets.Overseeing inventory needs and undertaking office management and administration.Coming up with effective strategies to enhance the organization's financial health.Recruiting quality employees to provide high-quality customer support.Motivating and supervising employees.Evaluating the performance of your assigned employees, delivering positive and/or negative feedback,and addressing any shortcomings.Designing and implementing departmental policies, procedures, goals, and objectives.Evaluating and reporting on department metrics to upper management.Developing strategies to improve department metrics and performance.Improving the work environment and operations of your department and the organization as a whole Show less

• 

  Euro american

  Jan 2017 - Jan 2019

  Sales team leader

  Lead the Sales and Business Development team for your dedicated Regions.Responsible to grow, expand and maintain revenues and number of customers within the assignedterritories.Develop, approve and execute Territories’ sales and marketing plans and strategies, form the budgetaccordingly, set specific objectives and performance criteria, which are consistent with the objectives.Ensure long standing customer relations and networking is sustained with the key international oiland gas clients. Provide marketing intelligence with regards to trends, new developments, andcompetitor activities.Direct personnel in the operational procedures to complete assignments and understand themanpower and equipment requirements to complete industrial service projects and emergencyresponses.Interface with customers in a professional and effective manager to update them on the projectstatus and/or to resolve problems/issues.Represent in regional and national networking organizations that best benefits growth withinassigned product lines.Work closely with Project Management, D&A, R&D and TM/Production teams to ensure that customerneeds are being met in regards to all projects for the two job types.Establish an in-depth knowledge of competitive pricing, market rates, and market dynamics to assurean acceptable win rate at acceptable margins.Maintain company/contact information and document all sales calls, customer visits and businessopportunities.Work closely with regional sales and marketing organization to ensure all fact sheets and white papersare up to date and posted in the sales library.As a natural leader, you will select, develop and motivate your team in a positive manner to perform,meet all the relevant KPI's and help them with their personal development.Competency Requirements. Show less

• 

  Noon

  Jan 2019 - Aug 2019

  Core team member

  • Running online channels Seller Account, Listing, Updating Descriptions, improving content and ensuringaccuracy in uploaded material.• Implementing strategies that harness sales-related insights, prevailing standards, and to encourage sales inthe e-commerce platforms as per the monthly plan.• Create and merchandise new products on the websites as per the monthly plan.• Ensure the promotional calendar is kept updated and shared with the relevant parties.• Communicate regarding the promotions to the platforms and ensure the implementation.• Maintaining and analyzing weekly/monthly/quarterly/yearly sales data to gain insights on productperformance, recognize potential sale improvement areas, etc.• Updating tracking as well as inventory stock on the eCommerce platforms in a timely manner and planningto avoid any out of stock.• Ability to analyze information, think through difficult problems, and make critical decisions based onlimited information.• Respond quickly & proactively in handling queries and/or complaints related to Customers, Accounts,carriers, delivery schedules, POs & other related matters.• Prepare large excel sheets with various prices, details, and formulae.• Identify and create demography-based marketing strategies to acquire the target customers.• Online partners shipments, Returns, Customer Service if required. Show less

• 

  Teleperformance

  Aug 2019 - Nov 2023

  Plan, develop and deliver departmental training plans post identifying training needs through 360-degree evaluation of team’s performance. Conduct post training analysis to ensure training goalsachieved.Plan and conduct periodic Quality, Operational Performance Plan (OPP) and Performanceassessments for Contact Centre , to ensure full compliance with the set processes and StandardOperating Procedures.Deliver feedback through one-to-one coaching sessions, highlighting areas of development and alignwith the Customer Service Supervisor on the action/development plans to improve overallperformance.Assist the Customer Service Manager in developing, amending and updating the Customer ServiceKPI’s, Processes and Procedures.Manage the Customer Service Knowledge Base and consistently perform audits and quality checks.Continuously audit the NPS end to end process and plan the call-back execution with the ContactCentre team.Interpreting data, analyzing results and provide ongoing reports which required from management .Supervise and evaluate the work of staff under supervision, ensure that programs are of appropriatequality and that resources are used effectively and comply with policies and proceduresLead the evaluation and audits for client communication channels (Calls, Email , Chat ,e- services,customer happiness service centers ).Review the training materials / circulars in respect of the Quality of Service of all customer relationshipoperations.Revise programs/ procedures /policies as necessary, in order to adapt to the changes that occur in thework environment.Ensure that all staff acquire the required skills and knowledge through appropriate training programsManage technical and documentation support in preparing, reviewing and updating the QA policiesand procedures in conformance with the required standards and guidelines. Show less Assist in developing the Ecommerce CRM strategy for the organization by evaluating, planning andexecuting engagement platform and digital campaigns.Prepare engagement reports, align action plan to reach defined user engagement KPIs, enhancerepeat purchases, reduce cart abandoned rate …etc.Prepare, execute and optimize performance-led digital campaigns to reach business defined KPIs.Submit weekly evaluation of new customers reaches, engagement, conversion rate, user drop allacross shopping funnel.Acquire insights on online engagement platform competency, analytics, trends, user retention andengagement and keep strategies up-to-date.Coordinate with engagement platform vendor and ensure data flow all across the customer journey.Maintain customer health and introduce new, valuable features as they become relevant on thecustomer journey utilizing cross-sell and up-sell approaches.Assist in developing strategies to convert new user to first-time buyer and anonymous user to knownuser.Partner with cross-functional teams to test new solutions, improve processes and set standards forexecution.Coordinate with other departments in terms of promotions, customer retention, and ecommercereferrals.Work cross-functionally with product, sales, and support team members to foster a strong sense ofcommunity and information sharing.Ensure that all the technology needs of CRM division are identified to ensure that the processes areperformed efficiently and cost effectively.Keep abreast of Quality concepts and technology in order to effect continuous work improvement inCRM Division.Identifying process improvement areas.Promote cross functional collaboration across CRM departments and sections.Ensure that the performance of various tasks and the conduct of the staff in CRM Division are inaccordance with the policies and procedures.Report on the overall performance and work progress of CRM Division. Show less

  • Quality and Training Supervisor

    Aug 2019 - Nov 2023

  • CRM Specialist | National CRM

    Aug 2019 - Dec 2019
• 

  General authority of islamic affairs & endowments

  Nov 2023 - now

  Principal consultant - strategy and performance

  Develop and implement strategic planning and performance managementmethodologies, aligning departmental strategies with organizational goals.• Manage the preparation and analysis of strategic and operational performancereports for senior leadership, ensuring alignment with strategic objectives.• Oversee the development of KPIs and monitor corporate performance,recommending corrective actions to address gaps.• Lead internal awareness campaigns and workshops to ensure strategic andoperational initiatives are effectively communicated across organizational units.• Coordinate with various organizational units to ensure efficient execution of strategicplans and completion of projects within the agreed timeframe.• Act as a GLOBAL STAR RATING SYSTEM FOR SERVICES Consultant, providing expertguidance to ensure service quality excellence across the organization.• Consult on ISO 9001-2015 standards to maintain and enhance the QualityManagement System, ensuring compliance with international best practices.• Serve as an ISO 10001-2007 Customer Satisfaction Consultant, working to improvecustomer satisfaction through the implementation of recognized standards.• Consult on ISO 56002-2019 standards for the Innovation Management System,driving innovative practices and ensuring they are integrated into theorganizational strategy.• Lead efforts to reduce bureaucracy within the organization, streamlining processesto enhance efficiency and service delivery. Show less