Alaa Hamoud

• Own day-to-day operations across assigned stores, ensuring compliance with company policies and operational standards.
• Oversee budgeting, quality, and P&L tracking; set financial goals and sales targets and monitor monthly performance.
• Coach store managers on resolving operational and sales challenges; reinforce consistent service standards.
• Conduct regular store visits to evaluate service quality, team performance, and execution against targets.
• Analyze market trends and competitor activity; translate insights into sales initiatives and operational actions.
• Report progress, risks, and improvement plans to senior leadership; support expansion/acquisition discussions as needed.

• Led the customer service and sales-support function, strengthening engagement with key and corporate customers.
• Planned and delivered CRM strategies to improve loyalty and retention across the customer journey.
• Designed and implemented service procedures, policies, and standards; ensured CRM data capture quality.
• Implemented a new contact center and established day-to-day operating model, reporting, and escalation handling.
• Managed pricing adjustments by monitoring cost and competition; supported upsell and cross-sell initiatives.
• Resolved customer complaints rapidly and protected the brand through consistent customer experience governance.

• Led and retained a high-performing operations team focused on service excellence for B2B channels.
• Supported sales through product development, promotions, and operational/system enhancements.
• Defined business requirements and raised change requests (CRs) based on system behavior analysis.
• Led and executed UAT and systems integration testing for the Siebel upgrade project.
• Managed data and email campaigns, plus activation/charging/processing for the data center and device connection platform (DCP).
• Partnered with application and infrastructure planners to improve channel effectiveness, operational reliability, and reporting cadence.

• Led branch sales execution and coached agents to maintain strong product knowledge and consultative selling.
• Reviewed and approved daily transactions in line with company policies; acted as escalation point for complex requests.
• Ensured customer requests were resolved efficiently while maintaining service levels and operational controls.
• Assumed full branch responsibility in the absence of management.

• Led call center shift operations and ensured full coverage while meeting defined service levels and KPIs.
• Monitored performance, responded to agent feedback, and delivered ongoing training and coaching.
• Approved daily transactions in accordance with bank policies and ensured adherence to procedures.
• Drove inbound and outbound sales, including cross-selling of banking products and services.
• Set up and operated a satellite service center within procedural guidelines.