head of sales
Kalaam Telecom
مجموع سنوات الخبرة :16 years, 10 أشهر
Determines annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results.
Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products.
Implements sales programs by developing field sales action plans.
Maintains sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.
Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand. Completes sales operational requirements by scheduling and assigning employees; following up on work results.
Maintains national sales staff by recruiting, selecting, orienting, and training employees. Maintains national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contributes to team effort by accomplishing related results as needed
• Improve the Operational System, Processes and polices in Support of Kalaam Mission & Vision Specifically, Support better management reporting, Information flow, business process and organizational planning.
• Manage to increase the effectiveness and the efficiency of Support Services (Back Office, Customer Care and Retail shops), through improvement to each function as well as coordination and communication with business functions.
• Play a significant role in long-term Planning, including an initiative geared toward operational excellence.
• Maintain the administration, budgeting, monitoring, reporting, communication and liaison.
• Implement, Maintain and manage an effective system controls through Kalaam’s covering non-financial as well as financial controls.
• Ensure that Operating objectives and standards of performance are owned by staff and interns.
• Ensure the appropriate standards of conduct are established and complied with.
• Implement effective succession planning, people management, Development, recruitment, and retention strategies.
• Drive initiatives in the Kalaam’s team organizationally that contribute to long-term operational excellence.
• Deliver all aspects of the HR function with respect to interns including recruitment, training, review, personal development (if appropriate), performance monitoring and team building.
• Actively look for ways improvements can be made to the internal functions of Kalaam’s, define benefits of making changes and implement.
• Develop an environment with systems and processes in place which will enable and encourage business opportunities.
• Developing and implementing strategic and operational objectives for Kalaam contact center in line with overall Kalaam business strategy.
• Addressing full transformation process from After-sales Call Centre into a contact center offering diversified services across all business operations.
• Driving improvements in overall customer service levels.
• Managing the day-to-day operations of the contact center.
• Ensuring daily, weekly and monthly reviews with team leaders and schedule regular
• reviews with TL’s to monitor performance, status updates, problem resolution, pro-active communication and on-going relationships.
• Establishing clear roles, directions, responsibilities, performance requirements and targets for the contact center team.
• Defining and agree on key performance indicators (KPIs) such as attendance and call volume levels, average call time, abandonment rates, call conversion to actual appointment, etc.… and ensuring that this information is communicated and understood by all members regularly, monitored and measured through performance appraisals.
• Driving high levels of performance, goal achievement and service quality through well-defined service quality metrics.
• Ensuring quality audits, analyzing statistics, identifying trends and recurring problems and coming up with solutions.
• Ensuring that employees are provided with necessary tools and guidance to deliver quality service (e.g. up-to-date information, properly working equipment, conversation scripts and response methodologies, call escalation procedures and relevant training etc.)
• In liaison with HR & Training, ensuring that appropriate training plans are in place for all team members to drive strong professional and product knowledge; monitoring completion of training plans on a regular basis; through effective coaching and training, ascertain that team members are provided with consistent positive constructive feedback; ensuring that new training are provided prior to the introduction of new products, additional services, etc.
• Accomplishing HR objectives through active involvement in recruiting, selecting, expectations; planning, monitoring, appraising and reviewing job contributions; planning and reviewing employee changes; enforcing policies and procedures.
• Conducting credit reviews and processing as well as monitoring credit facilities.
• Validating credit risk management practices and ensuring compliance with credit.
• Developing new credit strategies and ensuring that they are delivered on time and accurately.
• Assisting on the data analysis of key clients and leading meetings.
• Identifying and establishing the company members training needs.
• Meeting with clients in order to support and build relationships.
• Understand & secure all business application documents between consumer and the company for legal aspects.
• Providing the management with the ageing & credit reports upon request.
• Reporting to CFO directly.
• Providing help and advice to the agents helping the customers solving their requests & meeting their satisfaction.
• Communicating courteously with customers by telephone, email, letter and face to face whenever required.
• Investigating & solving customer’s problems, which may be complex or long-standing problems that have been passed on by customer service assistance.
• Improving customer service quality results by studying, evaluating, re-designing process, establishing & communicating service metrics; monitoring & analyzing results and implementing changes.
• Meet customer service financial objectives by forecasting requirements, preparing annual budgets, scheduling expenditures, analyzing variances, initiating corrective actions.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Authorizing refunds or other compensations to customers.
• Work with management on customer service initiatives.
• Work with sales on any Pre Sales members. Co-ordinate Pre sales activities as and when required.
• Make sure all employees are happy with working environment and they have all features to do the job efficiently and effectively.
• Provide excellent customer service to the customers in a courteous, effective and timely manner to ensure first contact resolution.
• Promote all the products & services of the company.
• Achieve key performance indicator targets to meet business goals & objectives.
• To ensure the highest standard of courtesy & integrity when interacting with customers and members of the public.
• Managing all after call requests & administrations.
2008-2012 AHLIA UNIVERSITY BS, in Banking and Finance