Software Solution Sales Specialist - Middle East and Africa
NCR Corporation
Total years of experience :21 years, 5 Months
Career Milestones
• Awarded exemplary status \[NCR Century Point Club (CPC)\] for 3 consecutive years for meeting 100+ percent of sales quotas (2012 - 2014).
• Closed first ever Voice Biometric and Business Process Guidance solution deals for contact center in the Middle East and North Africa.
• Penetrated market with no solutions presence to sign on 2 new customers in 1 year.
Overall Responsibilities:
• Collaborating with sales teams in Middle East and Africa, from engagement of prospects to deal closure across financial lines of business.
• Performing analyses of business processes, matching customer business objectives with 3rd party software solutions to solve business problems with a focus on improving CX.
• Designing solutions (system hardware/software specifications, contact center, system integration, case management, CRM, mobile engagement, voice application design and BOQ) and liaising with project, support and legal teams to respond to RFIs/RFPs and prepare technical/commercial proposals.
• Preparing and presenting demonstrations and Proof of Concepts. Finding solutions and addressing technical questions that arise throughout the sales process and engaging directly with customers on both technical and non-technical levels to ensure superior service.
• Identifying and engaging third party vendors to expand contact center solutions portfolio to include mobile/internet banking, social media consultancy, biometrics, gamification and business process guidance solutions.
• Performing analyses of prospects’ business processes, designing solutions and liaising with technical, project, support and legal teams to respond to RFIs/RFPs and prepare technical/commercial proposals.
• Organising yearly events with business partners to improve networking with current and prospective customers to drive new business and develop the sales funnel.
Highlights:
• Successfully sold, designed and implemented contact center solutions and customised applications for use in public, enterprise, telecom and commercial sectors worth USD2, 000, 000
• Concurrently managed 5 contact center projects in 3 countries
Overall Responsibilities:
• Analyzed business requirements, identified technical solutions, scheduled and approved implementation of changes to produce functional specifications for the project.
• Established and developed project standards, plans, master schedules and milestones; communicated the same to team members, users, and other project participants.
• Discussed major issues pertaining to long-term business planning and developed work processes that meet business needs.
• Incorporated enhancements into existing systems by analyzing and identifying areas for modification; investigated new technologies and made recommendations to management.
• Managed multi-disciplined and geographically dispersed project teams, business group resources, solution partners and third party vendors.
• Assisted with acceptance testing and managed hand-over of completed projects to clients according to agreed schedules; ensured technical solutions meet overall company policies, procedures and frameworks.
• Monitored, tracked, and reported project status.
Key Projects to Credit:
Abu Dhabi Police, Air Arabia, International Bank of Qatar, Kahramaa (Qatar Electricity and Water Corporation), Meeza, Ministry of Culture, Oman Arab Bank, Ministry of Foreign Affairs and Sharjah E-Government.
Concurrently working as Pre Sales Consultant and Regional Project Manager
• April '10 - Present: Pre Sales Consultant
• Sept '09 - Present: Regional Project Manager
Overall Responsibilities:
• Conducted 100+ bilingual presentations to highlight benefits of company products and solutions.
• Offered turnkey networking solutions including Cisco Unified Contact Center, 3rd party applications (Voice Recording, Workforce Management, Speech and Voice Biometrics) and IST product suite.
• Conducted market research and analysis of competitors to identify business opportunities and create pre-sales action plans.
• Built strategic relationships with customers and created unprecedented levels of customer service by innovating/integrating network solutions and offering end-to-end solutions.
• Liaised with Regional Sales Manager and channel partners for developing bidding proposals, responded to Requests for Proposals (RFPs), and made sales presentations to potential clients.
• Identified new sales leads and markets as well as initiated Proofs-Of-Concepts activities in order to assist sales in closing deals.
Joined as Coordinator, charted a phenomenal growth chart to merit promotion as Acting Project Manager and Assistant Manager at Office of Residential Life
Designation Chronology:
• Aug '06 - Aug '09: Acting Project Manager
• Aug '06 - Aug '09: Assistant Manager
• Aug ‘04 - Jul ’06: Coordinator
Highlights:
• Instrumental in directing and managing operations to ensure smooth transition of over 300 students from old to the new complex.
• Monitored closely on subsequent developments in regards to annual revenues of EGP 10, 800, 000.
• Played a vital role in developing and implementing online application to streamline all housing processes.
Overall Responsibilities:
• Joined as a Coordinator and charted a phenomenal growth chart to merit promotion as Acting Project Manager and Assistant Manager at Office of Residential Life.
• Forecasted future income and expenses through expected occupancy and rental of facilities.
• Planned, executed, and finalized projects according to strict deadlines and budgets.
• Directed project activities from inception to completion; managed budget requests using systematic, standardized procedures.
• Instrumental in directing and managing housing operations to ensure smooth transition of 300+ students to a new residential complex.
• Liaised with the Director of Student Housing on all matters regarding the dormitory, including the carrying out of services by contractors.
• Intervened in crisis situations to define emergencies, responded appropriately and determined when additional professional staff and campus safety should be called for support.
• Provided quality service and living conditions for 380 residents.
• Coordinated with the operating company to orient their staff to Student Residence rules and regulations. Organized quality assurance training for operating company.
• Collaborated with members of the Student Development staff, faculty and students, reported directly to the Associate Dean for Residential Life in all aspects of resident student issues.
• Handled resident requests and resolved grievances. Conducted regular meetings with staff members and senior management to address current initiatives and long-term goals.
• Oversaw recruitment and dismissal of RAs and trainee RAs, subsequent to performance evaluation; held weekly meetings/regular individual meetings to inform RAs of administrative policies and procedures.
Award - Highest Sales Achievement - March 2004
• Achieved sales results over and above campaign performance objectives.
• Guided and trained newly hired telemarketers.
• Screened appointments scheduled by other telemarketers and handled prospect objections.
• Persuaded US/UK residents to buy based on type of campaign
Acting Director of Student Housing and Residence Program, August 2002/2003 • Corresponded with the New York office regarding incoming Study Abroad students. • Served as a primary contact for parents on University-wide and personal issues involving their sons and daughters; • Reviewed the bus and housing contracts and the rules and regulations for the residence. • Supervised 150 - 200 dormitory employees. Senior Resident Assistant, January 2001 - January 2003 • Maintained order on the floor; enforced such regulatory procedures as quiet hours; and conducted periodic physical inspections of all facilities and furnishings of that floor. • Consulted with residents to enhance social interaction, as well as to provide a forum for communication and a platform for the presentation of grievances. • Organized and coordinated activities to form and enhance the integration and communication between dormitory residents. • Ensured there were no infringements of the dormitory regulations. Activities and Societies: International Conference on Global Economy (ICGE) on Managerial Technology