عمار حلبي

1. Responsible of planning, developing and executing the company's global pricing strategies; through managing both teams of CPA (Customer & Pricing Analysis) & TCE (Trip Cost Estimate) . Collect and analyze customers' operational data along with Jetex services usage, and to provide management with reports that reflect customers' business volume movements enclosed with needed analysis & recommendations for faced problems or potential development opportunities which ultimately aims to develop Jetex business worldwide .The main responsibilities are illustrated as follows:

• Analyze Jetex's worldwide business.
• Benchmark and develop an outside-in perspective on business-pricing strategies.
• Develop, lead, and test various pricing frameworks and analytical techniques.
• Research markets and identify market trends to identify new business possibilities.
• Gather data on competitors in order to analyze their prices and methods of operation.
• Build Jetex pricing strategies. Provide regular and ad-hoc pricing analysis and reporting for management.
• Perform margin and pricing analysis to support key business initiatives as required.
• Work with related departments to develop and implement best service price strategies.
• Follow up and solve any Jetex stations related bill claims and inquiries.
• Manage price change execution, including data integrity and consistency.
• Update the system with customers prices in which the billing team is going to depend on to sell our services accordingly.
• Prepare statistics and analysis of actual expenses.
• Work closely with client relation department in order to define customers eligible to have rebate.
• Analyze market dynamics, pricing trends, market opportunities, and sales margins in order to develop reports, procedures and tools for pricing and quoting.
• Response to all customers inquiries related to the trip cost estimation.
• Prepare and complete quotations and cost studies in a timely manner while insuring data accuracy and cost competitiveness.
• Inserting and updating agents' prices to the TCE online system, in order for the customer to generate online trip cost estimation.
• Benchmark the cost against previous performance and industry notes.
• Facilitate cross functional team activities to insure that both current and new program margins meet corporate targets.
• Allocate tasks to staff and insure the performance of the staff is of a high standards.
• Insure effective supervision of CPA & TCE teams.
• Intervene and advice when necessary to dissolve clients disputes.
• Train new team members, insure they have necessary knowledge to effectively participate in the team.
• Responsible of developing and writing internal work procedures that guarantee quick response time to customers, plus accurate estimates.
• Responsible of setting the monthly TCE KPIs.

2. Formulating sales strategies, developing sales plan, evaluating market conditions, generating sales reports and analyzing the sales performance which would help support business growth and sustainability. The main responsibilities are illustrated as follows:

• Set KPIs for the sales team in coordination with the sales manager and CEO.
• Provides the sales team with the sales leads, reports, market research, list of top priority customers in accordance with the sales reports and analysis.
• Design and develop incentives scheme to motivate the sales team and improve performance.
• Design and develop sales programs to attract new clients and retain existing customer.
• To manage the process of dividing Jetex markets worldwide into main geographical regions and to assign the customers to the relevant sales people.
• Maintain the customer data base information accurate and up to date by reporting all new information received from sales teams to the data base team.
• Build complete business plans for new opening branches worldwide.

The main responsibilities are illustrated as follows:

• Planning, controlling and coordinating all operations and production procedures, and ensure efficiency & effectiveness in terms of quality and quantity and cost, and commitment to accomplish the assigned projects on time, also to guarantee maximum customers’ satisfaction.
• Responsible person of all resources and factors of production from A to Z
• Assist in developing the operations’ related policies, procedures and mechanisms.
• Setting financial, man power and deadlines for all assigned projects, and to monitor & supervise its implementation and production processes.
• Provide periodic reports explain the projects work progress in regard of financial - productivity - cost......etc .
• Ensure accomplishing projects on time along side with the agreed quality and cost identified in the plan.
• Check to meet the needs of all production materials, tools, and human resources.
• Estimate the overall cost of the purchase prices and whither it’s fair or not.
• Follow-up the “Production” Map file.
• Manage employees’ motivation and performance, and provide a comfortable working atmosphere.
• Permanent development of job descriptions and performance measurement standards.
• Implement periodic evaluation for the production section staff.
• Identify and clarify training requirements for the production section staff.

The main responsibilities are illustrated as follows:

• Providing information and practical advice on market opportunities, European legislation and policies relevant to a company or sector. Helping SMEs to find suitable business partners using its business and technology cooperation database, providing information on tender opportunities and international networking.
• Developing the research and innovation capacities of SMEs by helping to create synergies with other research actors, foster technological cooperation and holding brokerage events.
• Helping SMEs to share research results, participate in research programs and apply for funding, particularly from the EU’s Seventh Framework Programme for Research and Technological Development (FP7).
• Involving SMEs and business actors in the policy-making process, by transmitting feedback to the Commission and monitoring the implementation of EU policies in the field of competitiveness and innovation.
• Apply the yearly training & development program for SMEs
• Promoting & coordinating for all related issues regarding training courses held by SEBC

Responsible to provide the 3 call centers (350 staff) in Syriatel Company with all information, technical support, training & logistics that allows both employees and customer service management to operate more efficiently and effectively.

The main responsibilities are illustrated as follows:
• Participate in translating the Call Centers strategy and objectives into an operational plan.
• Setting proper Objectives & KPIs that ensure achieving the company goals
• Follow up and ensure the achievement of objectives and KPIs
• Analyzing -day to day- results and raw data of the call centers daily/monthly/yearly events.
• Prepare statistics and reports related to the call centers daily operations.
• Prepare the monthly plans and statistics of the Call Centers.
• Prepare yearly reports (budget, staffing…).
• Modify & apply enhancements on the main tools in the call centers (IVR - extensions - ports - VDNs…) that ensure better access for customers into the call centers hotline.
• Monitor the call centers calls' quality to assure meeting the international quality standards.
• Provide the call centers with adequate information & answers for the customers' inquiries.
• Control and ensure the best quality of customer service among the call centers.
• Maximize the productivity call centers staff.
• Evaluate call centers team members and provide the call centers staff with their KPIs & development plan in order to enhance their performance.
• Ensure well communicating of company's policies and new information to the call canters staff.
• Participate in the development and improvement of the call center processes and environment.
• Identify areas & skills that need improvement for the call centers staff in order to be covered.
• Provide the call Center employees with the proper & necessary training (for all levels).
• Responsible of the communication process with other units and departments to participate in the achievement of futuristic plans and projects
• Providing call canters' staff with the proper tools and systems that enhances their overall performance positively.
• Receive, follow-up and solve customers’ complaints & problems.
• Prepare, transfer and follow up non-resolved requests with the concerned entities.
• Report detected non-conformities for corrective and preventive actions.
• Assure the proper implementation of the established procedures & policies.
• Assure the proper implementation of the Quality Management System (QMS) in the call centers.
• Handel call centers staff requests (salaries - over time - attendance - vacations…)
• Providing call centers with the updated attendance shifts (over 350 employees)
• Ensure proper reporting to management.
• Damascus Call Center In charge Person

Duties, Responsibilities & Authority:

• Provide adequate answers for the inquiries of my team and full assistance to my staff.
• Manage, and motivate the team.
• Create and develop a successful team.
• Prepare statistics and reports related to the work of my team.
• Follow up and ensure the achievement of objectives and KPIs.
• Participate in preparing the monthly plans, reports, and statistics of the Call Center.
• Participate in translating the Call Center strategy and objectives into an operational plan.
• Monitor the quality of calls through daily listening to some of the Call Center staff.
• Request the necessary training for the staff.
• Receive, follow-up and solve customers’ complaints.
• Prepare transfer and follow-up non-resolved requests with the concerned entities.
• Respect the established procedures.
• Ensure proper reporting to my immediate Manager.
• Control and ensure the best quality of customer service among my team.
• Maximize the productivity of my team.
• Ensure that company's policies and new information are communicated to my team.
• Participate in the development and improvement of the call center processes and environment.
• Participate in preparing yearly report.
• Strengthen the communication with other units and departments to participate in the achievement of futuristic plans and projects
• Report detected non-conformities for corrective and preventive actions.
• Control the availability over the phone of my staff through the Call Management System.
• Control the attendance of my staff through the Call Management System.
• Evaluate team members.

Duties, Responsibilities & Authority:

• Answer the phone calls of customers.
• Register Clients’ complaints and forward them to the concerned entity.
• Follow-up the client’s problem till it is solved.
• Suggest solutions for customers' problems.
• Maintain accurate daily statistics.
• Participate to the quality process through his direct contact with customers.
• Ensure proper reporting to his immediate supervisor.
• Respect the established procedures.
• Ensure best quality service.
• Participate in the preparation of projects and presentations for general improvement.
• Report detected non-conformities for corrective and preventive actions.