Adnan Al Mitwali

Experience

• 

  Extensya

  May 2010 - Jan 2011

  Call Center Representative

   Assisting customers, with all the queries  Proving customers with all the needed contacts info

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  MarkaVIP

  Jan 2013 - Jun 2015

  • Ensure that the department’s targets are achieved. • Ensure that the assigned targets for the call center agents are achieved. • Monitor the service level and ensure that it’s reached.• Team performance development. • Profiling the call center team and develop their skills. • Daily, weekly and monthly meetings to update the team with the latest “Company, Process, procedure...etc” updates. • Evaluate the agents quality performance. • Follow up and develop the call center team in terms of quality and handling skills. • Do coaching sessions when needed. • Answer customer queries and questions. • Solve their cases and do escalations for the related departments. • Follow up with the assigned customers till their cases are solved. • Handle all the call centre channels “ Inbound, Outbound, Chat and Emails “

  • Team Coach

    Apr 2014 - Jun 2015

  • Customer experience Quality Coach

    Jan 2014 - Apr 2015

  • Call center Agent Chat/Email operator

    Jan 2013 - Feb 2014
• 

  HungerStation | هنقرستيشن

  Jun 2015 - Sept 2015

  Quality Assurance Officer

  • Ensure that the call center agents are evaluated based on the department’s tools and requirements. • Ensure that the QA team are achieving their assigned targets. • Ensure that the coaching sessions are getting done in a proper way. • Train the agents on systems, policies, procedures, customer experience skills...etc• Report the department’s quality performance to department’s management. • Develop the internal process of the company.

• 

  OpenSooq.com - السوق المفتوح

  Sept 2015 - Jan 2016

  Customer Service Team Leader

  * Following the escalated cases and ensure that they were escalated and solved correctly. * Department's / Team KPI's follow up. * Quality coaching sessions to improve the team members skills. * Continuous update on the shared knowledge base and ensure that it covers every needed thing.

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  OpenSooq.com - السوق المفتوح

  Apr 2017 - May 2017

  Customer Experience / Sales officer

  Telesales callsCash collection Contracts collectionBuilding knowledge base for the sales teamBuild training manuals

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  بيت.كوم (Bayt.com)

  Jun 2017 - Aug 2021

  Be responsible for securing bartered and reduced rates for traditional advertising channels, including remnant inventory for outdoorMaintain contact lists with all major outdoor media suppliers, radio channels, top tier publications, and television networks in all citiesManage current partnerships and ensure that deliverables on both sides are successfully met.Manage execution of internal and external collateral material, working with suppliers to deliver quality and cost efficient material throughout the year (i.e. negotiate rates, approvals on LPO’s etc.)Responsible for all ads and marketing mailer dispatches related to Partnerships.,Issue all appropriate legal paperwork (e.g. contracts and terms of agreement)Create, compile and export databases containing all information for each event and partnershipTake reservations for booths and speaking engagements when necessaryProcess end-of-day reports and end-of-month reports for all activitiesProcess and file invoices from vendorsCoordinate project management activities, resources, equipment and informationCoordinate with media and content team for timely contentAssign tasks to internal teams and assist with schedule managementLiaise with clients to identify and define requirements, scope and objectives عرض أقل Key Responsibilities:Team Leadership and Development:Lead, mentor, and motivate the inside sales team to meet and exceed individual and team sales targets.Conduct regular one-on-one meetings, performance evaluations, and provide constructive feedback to team members.Identify training needs and coordinate sales training programs to enhance the team's skills and capabilities.Sales Strategy and Planning:Collaborate with senior management to develop sales strategies, set sales targets, and establish performance metrics.Analyze sales data and market trends to identify opportunities for sales growth and improvements in sales processes.Sales Process Optimization:Continuously assess and refine the inside sales processes to improve efficiency and productivity.Implement best practices and standard operating procedures to ensure consistency and quality in sales activities.Pipeline Management:Monitor the sales pipeline and sales funnel, ensuring that opportunities progress through the sales cycle effectively.Provide accurate sales forecasts and reports to senior management for strategic decision-making.Client Relationship Management:Cultivate strong relationships with key clients and prospects, understanding their needs and aligning solutions to meet those requirements.Act as a point of escalation for client issues, ensuring timely resolution and maintaining customer satisfaction.Performance Analysis and Reporting:Analyze sales performance metrics, including conversion rates, win/loss ratios, and revenue growth, to identify areas for improvement.Prepare regular sales reports and dashboards for management, highlighting achievements and areas needing attention.Collaboration and Communication:Work closely with the marketing team to align sales and marketing strategies and campaigns.Collaborate with other departments to ensure seamless customer experiences and achieve organizational goals. عرض أقل

  • Business Development Manager

    Jan 2021 - Aug 2021

  • Inside Sales Manager - International Market

    Jan 2020 - Jan 2021

  • Senior Enterprise relationship manager

    Jul 2018 - Jan 2020

  • Relationship Manager

    Jun 2017 - Jan 2020
• 

  Edunation LTD

  Aug 2021 - Jun 2022

  Senior Business Development

  Key Responsibilities:Business Strategy and Planning:Develop and implement comprehensive business development strategies to achieve organizational goals and objectives.Conduct market research, analyze industry trends, and identify potential areas for business growth and expansion.Collaborate with the executive team to establish long-term business plans and key performance indicators (KPIs).

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  EXCEED IT Services

  Jun 2022 - Jan 2024

  Digital Account Manager

  Key Responsibilities: Client Relationship Management:Build and nurture strong relationships with clients in Abu Dhabi, understanding their business goals, objectives, and challenges.Act as the primary point of contact, addressing client inquiries, providing regular updates, and ensuring a high level of client satisfaction.Sales and Revenue Growth:Develop and implement effective sales strategies to achieve revenue and growth targets for digital marketing products and services.Identify new business opportunities, upsell and cross-sell digital solutions to existing clients, and negotiate contracts to maximize profitability.Market Research:Stay abreast of industry trends, competitive landscape, and emerging technologies in the digital marketing space.Use market insights to develop innovative strategies and maintain a competitive edge. عرض أقل

• 

  Kinz

  Jan 2024 - Mar 2024

  Senior Sales

  Develop and execute comprehensive sales strategies to achieve revenue targets and company objectives.Lead, mentor, and inspire a high-performing sales team, providing guidance and support in achieving individual and collective goals.Identify and pursue new business opportunities, cultivate client relationships, and negotiate contracts.Collaborate with cross-functional teams to ensure alignment between sales efforts and overall company objectives.Analyze market trends, competitor activities, and customer feedback to inform sales strategies and product enhancements.Oversee the entire product lifecycle, from ideation to launch and ongoing enhancements.Define and prioritize product features and enhancements based on market research, customer feedback, and business objectives.Collaborate with the development team to ensure the timely and successful delivery of products according to specifications.Conduct market research to identify emerging trends and opportunities, providing recommendations for new product development.Work closely with the marketing team to create effective product positioning, messaging, and go-to-market strategies.Monitor product performance, analyze key metrics, and implement improvements to maximize customer satisfaction and profitability. عرض أقل

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  SquareOne Technologies

  Mar 2024 - now

  Account Manager