Osama Ismail

Experience

• 

  ELHAKIM CENTRE FOR ENGLISH STUDIES

  Jul 2009 - Jan 2011

  MANAGEMENT CO-ORDINATOR

  • Intermediation with teaching staff, Teaching administration duties• Course preparation, marketing and registration, Pre-admission Students` officer / counsellor• General office duties including data entry and scheduling

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  Flydubai

  Feb 2011 - Jul 2014

  VISA OFFICER

  • Personal contact with visa applicants and clients for the visa process and handling. Submitting the customer/client visa applications to the airlines link with immigration office in Dubai - UAE.• Liaison between the airlines and the immigration office in Dubai for visa processing status, and customer handling.

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  British Council

  Aug 2014 - Jun 2019

  I was the lead for the implementation of the Customer Relationship Management (CRM) project in Sudan – which resulted in being the most successful rollout in SSA and was showcased as a case study in the CRM intranet page. The project began with organizing for initial training from a facilitator, however it was discovered that Sudan would not be able to access the system due to the US sanctions. To manage the risk of not launching, I devised a solution through introducing a new training method featuring interactive workshops through video webinars. The training was delivered remotely through me as the focal point in country organising and coordinating the team work plan. This was a challenge as it was during the peak registration period and my team members were already stretched to cope with the workload with CRM becoming an extra burden. I took time to reflect and devised a new timetable with the introduction of incentives to motivate the team to take on this challenge. We conducted the training through Skype in phases and integrated the system into our daily routine in a successful manner. The model we implemented for this roll out was so successful that it was adopted by other counties in the SSA region. Show less Delivering all aspects of customer services standards prescribed within the British council customer management framework mainly by delivering an effective, efficient, quality driven an integrated response on the full range of British council activities and services delivered in Sudan.Key achievement: Student loans programmeI learnt about the services provided by the British Council to the public and how integral the institute was to providing opportunities. I developed my skills in the role and used it as a platform to understand the work British Council was doing in each Strategic Business Unit which led me to conclude a partnership deal with Bank of Khartoum, offering study loans for our English courses and enhancing our Commercial offer through my business development approach. Show less

  • TEACHING CENTRE RESOURCES AND ADMIN MANAGER

    Jan 2019 - Jun 2019

  • CUSTOMER SERVICE MANAGER

    Jun 2018 - Dec 2018

  • CUSTOMER SERVICE ADVISOR

    Aug 2014 - May 2018
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  British Council

  Aug 2020 - Mar 2023

  • Creative Enterprise project -launching of a Sudanese creative market supported by government and educational institutes• Developing our Capital Nights offer to become a festive season for Sudan, East Africa and UK artists • To set a foundation for the cinema and film in Sudan through Shasha project. Grant funded project by the European Union (EU)In October 2019 I identified a gap in the skills area for the creatives, and to support them to develop core personal skills and acquire business skills through the NESTA toolkit. In addition we incorporated the Active Citizen and Social Enterprise models focusing on individuals and the activation of their roles as change makers and leaders at grass roots level. The call for application was launched on 12 February 2020 and has already generated great interest. Show less • Led and motivated high-performing customer service and sales teams. • Developed and implemented customer service strategies, resulting in a 30% increase in customer satisfaction.• Achieved 25% sales growth by launching a loyalty scheme system.• Optimized operational efficiency by 10% through process improvements and automation. • Mentored and developed team members, leading to positive outcomes, and increased productivity.• Oversaw daily operations, ensuring adherence to service level agreements and inseminated a team of 5 sales representatives, achieving sales target in 3 months. • Resolved 4 to10 customer complaints per month, maintaining a 75% customer satisfaction rate. Show less

  • Customer Service and Sales Manager (Sudan & Ethiopia)

    Aug 2022 - Mar 2023

  • PROJECT MANAGER

    Jul 2019 - Jan 2023

  • Customer Service and Sales Manager

    Aug 2020 - Aug 2022
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  Contra art collective

  Sept 2023 - Sept 2024

  Project Management Consultant

  • Successfully led and managed 3 complex projects from inception to completion as well as managing monthly events.• Collaborated with stakeholders to define project scope, objectives, and deliverables. • Developed and executed detailed project plans, including timelines, budgets, and resource allocation.• Recruited, trained, and mentored project teams to optimize performance.• Monitored project progress, identified risks, and implemented mitigation strategies. • Ensured adherence to project timelines, budgets, and quality standards. Show less

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  British Council

  Sept 2023 - Feb 2024

  Marketing Insights Officer

  • Conducted in-depth data analysis to identify trends and opportunities.• Developed and implemented data-driven marketing strategies to enhance campaign effectiveness.• Collaborated with cross-functional teams to align marketing efforts with business objectives. • Utilized advanced analytics tools to measure marketing performance and ROI.