Commercial - Retail Store Manager
Emirates Integrated Telecommunications Company (du)
مجموع سنوات الخبرة :16 years, 6 أشهر
Emirates Integrated Telecommunications Company (du) From July 2007 - Up To Date.
(Commercial - Retail Store Manager)
Job Description:
• Customer Experience: Responsible for each customer's experience whilst in the store, to ensure every detail of the store reflects the du brand values, constantly searching for better ways to achieve success for the store and improve customer satisfaction.
• Sales: Leading a team of sales professionals to achieve their individual targets. deal directly with the store's customers, helping them select products, convincing them to buy and offering the highest quality of customer service.
• Financial Management: Responsible for achieving the stores Profit and Loss Targets, efficient auditing and reporting.
• Leadership and Team Management: coaching, mentoring and recruiting the team, giving them direction, advice and support, responsible for developing the individuals within that team through a structured performance and development program.
• Administration: Responsible for the store's efficient administration and smooth operation,
• including adherence to companywide processes and procedure.
During this period I launched and manage the following stores: (Lamcy Plaza, DIFC, Dubai Mall, Aswaaq al Mizhar, Mall of the Emirates and Al Ain Mall)
➢ Emirates Integrated Telecommunications Company (du) From June 2006 - July 2007
(Customer Care - Call Center Team Leader)
I handled "15 employees" under my supervision through DU front office operation.
Job Description:
Participated in supervision du contact center team in Exceed, Egypt.
• Developing contact center policies and procedures
• Participated in designing suitable KPI's for the contact center.
• Delivering Training for the new groups of batches joined du contact center.
• Delivering the updates training for the CCRs.
• Attended the launch of the company (first batch)
• Monitoring my team performance "Quality Assurance"
• Providing excellent floor support and second level escalations
• Providing excellent customer service, support and satisfaction
• Achieving the required KPI's and Service Level
• Team Building, Coaching, Motivation, Meetings and Team Support.
During du company launch I participated in several tasks and managed many teams
• Managed Business Simulation Team.
• Managed Mobile Number Booking Team.
• Participated in "Fulfillment Project" Back Office fulfillment & activation team.
➢ DUBAI TRANSPORT CORPORATION From 2003 - To 2006
(Reservation & Distribution supervisor)
• At Reservation & Distributions Section - (Call Centre Section)
And it is part of Operation Department Titles.
Job Description:
• Taxi booking orders:
- Checking Accuracy of all entered jobs.
- Make sure taxi booking to be dispatch within limit range time
- Follow up pending jobs
- Coordinating with query operators
- Informing Customers of taxi arriving time.
- Follow up Customers queries
- Ensure efficient service to customers
- Create, modify, and delete templates.
• Solving drivers problems & assist them on line.
• Check all Problems & Report it to Head of unit
• Answering Hot Line calls from (managers, police operation, drivers Etc.) and follow up there quires
• Follow up Lost & Fund Reports & complaint.
• Follow up with quality control officers in case of arranging big number of taxis to exhibitions, Dubai festival, and other special Functions.
➢ DUBAL (As Technician) From 2001 - To 2003
➢ DUBAI TRANSPORT CORPORATION From 1996 - To 2001.
(Reservation & Distribution Officer)
Sales and Marketing branch