Business Development Manager
Raya Contact Center
Total years of experience :9 years, 3 Months
As a Business Development Manager for Raya Contact Center, I’m responsible for leveraging the organization competitiveness by focusing on 2 major domains;
1. Automation
I’m assigned to the manage the organization’s largest initiative to automate the internal/supporting functions of (Recruitment, Organization Development, Compensation & Benefits, Training, Quality Assurance, Internal Audit, Client Experience Management & Project Management) The job requires working with multiple software vendors, internal and external stake holders to complete this mega project that automates everything in the organization for the purpose of boosting efficiency and recognizing more business opportunities
2. Value Added services (Social Media, Digital Advertising & Mobile Apps)
I’m assigned to manage the value added services in in terms of social media, digital advertising & mobile Apps, in this role; I’m managing the internal resources and an external agency to manage the social media presence for Raya Contact Center across all social media platforms including Facebook and Twitter. I’m also managing the role of the SME “Subject Matter Expert” when it comes to providing our 60+ clients with services related to managing their social media presence (e.g. managing their official Facebook pages) as we keep on promoting the message to our clients that their social media customer service originally belongs to the contact center
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Acquired Experiences & Developed Competencies in these areas;
• Developing & Implementing Digital Media Strategy
• Vendor Management/Contracts Management
• Managing Enterprise Automation Projects
Selected Achievements:
• Re-launched the official presence of Raya Contact Center on social media platforms (new digital strategy, new corporate theme & new campaigns)
• Initiated and led the development and the delivery of a proprietary software tool that manages our clients’ accounts on social media including Facebook
• Completed Phase 1 of the company-wide automation project and moved forward to phase 2 that involves plenty of Business Intelligence (insightful reporting & analytics) and enabling Mobility
As a Project manager I lead a cross functional team of professionals to lead the new implementations, transitions and major changes of contact center Projects, the role starts with a signed contract and ends with smooth handover of stable performance to the operations team. During this cycle, I’m fully accountable for the management of the HR, Training, Quality assurance, IT, Voice, Data, CRM & Operations for the project. Further involvement varies with the need of new/amended processes or changes in scope. In addition to that, I’m assigned a number of verticals/sectors where I own the continuous development of an Industry best practice, which is basically the accumulative in-depth knowledge of Raya Contact Center in a certain industry. The best practice extends to cover all related business, IT, Voice, Data and CRM practices in addition to the operational aspect. With a skill set of a PM covering management, communications & presentations skills to handle interconnected tasks between HR, Training, operations, Commercial, Quality, Voice & Data …etc. I’ve lead/supported/managed the transition and implementation of over 50 contact center and BPO Projects in the last 6 years
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Acquired Experiences & Developed Competencies in these areas;
• Project Management; MS Project
• Business Process Mapping: MS Visio
• Reporting & Analytics: MS Excel
• Presentation: MS Power Point & Prezi
• Contingency/Crisis Management & Business Continuity Planning
• Developing Contact Center and Outsourcing best practices across different industries
• Designing Call-flow, Scripts, Templates & Reports
• Telecom/Telephony Technologies; PBX, PSTN, VoIP, IVR, CTI, WFM & Predictive dialer
• CRM solutions; Siebel & MS CRM
• COPC 5.0
Selected Achievements:
• Lead/Supported/Managed more than 50 contact center programs for clients in different sectors/industries (Banking, Automotive, Government, Manufacturing, Airlines, TMCs, IT, Consumer electronics, Fast Food QSR, and Pharmaceutical companies)
• Awarded the certificate of (Top Performer in 2009)
• Successfully passed 2 COPC audits in 2009 and 2010
Raya Social Media is the newest LOB in the Raya group, RSM is specialized in building, operating and developing large-scale web portals that are based on (social media) technologies. Our first product is www.osharek.com Egypt’s first location-based social network (connects you with people in your location who share the same interest)
My previous entrepreneurial experience in business planning competitions for entrepreneurs & start-ups in addition to my experience in co-founding a Digital Advertising Agency back in 2010 with 9 of my family & friends (2.5 M EGP of licensed capital) were the basis of my selection as a senior manager in the role of managing (Adoption & Partnerships) I’m accountable for the key success factors of OshareK.com as a social network in 2 areas;
1- Adoption
• Numbers of active/registered users
• Numbers of daily users/visits
• Average page views/visitor
• Average time spent/visit
2- Partnerships
• Number & quality of early adopters (ambassadors)
• Number & quality of partners (NGOs, Universities, businesses…etc.)
. Acquired/Developed Competencies
• Digital Advertising PPC & SEM (Google Ad Words)
• Search Engine Visibility & Optimization, SEO
• Crowd-sourcing the content generation
• Modeling & Optimizing Early-adoption programs (Ambassadors)
• Social Branding & Reputation Management
• UCD, UI & UX Optimization
Selected Achievements:
• Researched & Developed the business plan that resulted in the creation of RSM (EGP 20 Million in Capital fund)
• Designed & crafted different partnership models with NGOs, Universities & businesses
• Complete ownership over the development and execution of (OshareK.com ambassadors program) which is a special program for acquiring and maintaining (early adopters) i.e. highly motivated users (believers) who contribute content more frequently compared to average users
Microtech is the largest local ERP software house in Egypt, with more than 100 employees, CMMI-L3 and ISO certificates, and a history that goes back to 1986, Microtech flagship product (Infinity ERP) and the famous business application (Al-Motammem) are trusted by more than 3, 000 clients in 17 countries
As a PDC (Partners & Distribution Channel) professional, I was continuously working to partner with new distributors, develop channels and support existing partners to grow their sales revenues that will directly increase the profitability of Microtech. The process involved screening for potential partners, engaging them with Microtech partner model and seal a partnership contract so we can move further to training them on the products and help them develop and maintain a stream of new sales for (Al-Motammem) and (Infinity)
Acquired Experiences & Developed Competencies in these areas;
• Modeling Commercial Distribution Partnerships & Franchising Programs
• Contracts, Agreements & Tenders Management & Negotiation Skills
• Technical & Functional Knowledge of MTM GL, AP, AR, SC, AT, Payroll, FA, LC & PoS
• Technical & Functional Knowledge of IFY Financials, HR, Retail, Manufacturing & Logistics
Selected Achievements:
• In 10 months I have achieved EGP 350 K of net cash revenue (software licenses) from my partner accounts, the gross sales of my partners to their clients was more than EGP 1.2 M (including professional services, and partner share in license)
• Acquired a number of large business partners (e.g. CompuME, Metra, PC-Link, Rada Research & activated a previously signed agreement with PriceWaterhouseCoopers)
• Developed the (Microtech Franchise Program) including business model, contractual schema, license calculators, sales & marketing kits …etc. which received excellent feedback and strong praise from Microtech management
A startup software company in 2006 that now matured to a strong profitable business, The OctoSoft software solutions address various business needs from small business suite of applications (finance, logistics, HR …etc.) to training, professional services, automation, web development & enterprise solutions across a number of verticals. The partnerships with Intel, Microsoft, Oracle & deCarta serve as a foundation for the strict quality standards that secured the loyalty of OctoSoft clients
As a Business Development Manager for a small startup company at the time (back in 2006) I was tasked with strategic positioning, product development & business planning with tight constraints in budget, time & technical resources. The challenge of a small startup business with big aspirations to compete strongly in the market
Acquired Experiences & Developed Competencies in these areas;
• Entrepreneurial, Start-up Funding & Financial Planning
• Legal setup, IP Laws, Regulations & Compliance
• Strategic positioning & Business Planning
• BD, PR, Creative artwork & Branding
• Mobilizing SMB operations, cost control & cash management
• SWOT Analysis, Risk Management, Finance for SMBs
Selected Achievements:
• Conceptual architecture of most OctoSoft business solutions including (OctoWare®, Scriptoria® MediaLog®, micro business Suite, BN20®, 10b®, OctoWorld®, Catalyst®, OctoWorx® & RollerCoaster®)
• Writing and art designing the complete literature of all the sales and marketing kits for the above solutions
B.Sc. Mechanical Power Engineering - Minia University, Egypt (2006)