VP BDM
Tawasol Telecom Gulf
Total years of experience :18 years, 7 Months
Builds market position by locating, developing, defining, negotiating, and closing business relationships
Managing and creating clients leads
Managing cash flow
Creat and manage profit
Manage all the company divisions
Sales accountant operation R&D
- Monitor, evaluate, enhance planning to expanding to enterprise infrastructure Call center (inbound -outbound)( in source - out source) - Monitor, evaluate, enhance planning to enhance and increase CSR Performance - solving abandoned calls issue . - planing to communicate and link all our call center at gulf area and other regions. Create KPI reports and performance Plan, Implement Call Center New Projects and Upgrade.
OBJECTIVE AND ACTIVITIES
- IT Value Management, Providing for a prioritization scheme for the business objectives that quantifies the business requirements
- Business-IT Alignment Engaging with business and senior management in aligning IT strategic planning with current and future business needs to Link business goals to IT goals, support the technology or products needed by the business to meet key organizational objectives or goals
- Definition of roles and responsibilities for the people involved including IT staff
- Assessment of Current Performance Understanding current IT capabilities
- The management of external suppliers (partners) involved in the delivery and support of the technology and products being delivered and supported by IT.
- IT Strategic Plan Respond to business requirements in alignment with the business strategy, Respond to governance requirements in line with board direction
- IT Tactical Plans Translating IT strategic planning into tactical plans
- ensure the high-quality, cost-effective provision of IT Service necessary to meet business needs
- Seeking a career opportunity in which my Management and technical background and experience can be utilized
SPECIFIC GOALS and ACCOUNT ABILITIES
• Provide leadership in the areas of information systems infrastructure including server operations,
network services, telecommunications, information and infrastructure security, disaster recovery, and
desktop services.
• Provide proactive Information System operational leadership, including overseeing operational
improvement initiatives related to Information Systems.
• Infrastructure development and user training to minimize user inquiries and request
PRIMARY RESPONSIBILITIES
• Responds to inquiries and requests for assistance from users regarding PC's, printers and other
network devices.
• Identifies IT related problems, troubleshoots and provides advice to assist users.
• Builds up new PC’s to user requirements.
• Ensures user support of company Information Systems Usage policy.
• Facilitates collaboration to develop infrastructure standards and leads the implementation of a
common IT infrastructure.
• Manages the infrastructure architecture.
• Manages multiple complex projects and initiatives involving the analysis, design, implementation,
testing, and support of information technology solutions.
Set The Vision, missions, objectives and the strategies
set the strategic financial, technical, operation plan with the Team Managers (White TAXI Call CENTER PROJECT)
1- Planning and implement the out sources call center
2- Prepare, Implement, managed and Monitor marketing Plan with marketing Manager .
3- Planning and implement the technical turnkey Solution (Hardware, S.W, CRM Solutions, tracking system solution and FLM ) with vendors
4- Planning And monitor the finical Plan And Busyness plan with the CFO
5- monitoring and control all departments and measure how much they achieve the company's goals and visions
6- decisions and corrective actions
identifying issues and forming hypotheses and solutions
Advise clients objectively on where IT might make a difference to the business
Planning the stages of the project and how each affects the business
implementing recommendations/solutions and ensuring the client receives the necessary assistance to carry it all out
leading and managing those within the team, including analysts.
liaising with the client to keep them informed of progress and to make relevant decisions.
Call Center Manager
IT Manager
- Strategic Planning - develops and implements the organization’s Strategic Plan and annual action plans in
conjunction with the Board
- Program Development and Management - develops, implements and supervises programs and services
that are consistent with the organization’s mission and Strategic Plan and that meet the needs of
constituents
- Staff Leadership and Management -motivates and develops the professional management team; hires supervises and evaluates staff; coordinates work with the Board’s committees, volunteers and partner
organizations.
- Planning, organizing, supervising and controlling of the IT employees
- responsible for the daily running and management of the centrer through the effective use of resource
- responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development
- ensure that calls are answered by staff within agreed time scales and in an appropriate manner
- coordinate and motivate call center staff and also manage staff recruitment
-setting and meeting performance targets for speed, efficiency, sales and quality;
- managing the daily running of the call center
- liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
- maintaining up-to-date knowledge of industry developments and involvement in networks;
- monitoring random calls to improve quality, minimize errors and track operative performance;
- coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
- reviewing the performance of staff, identifying training needs and - planning training sessions;
- recording statistics, user rates and the performance levels of the center and preparing reports;
- handling the most complex customer complaints or inquiries;
- organizing staffing, including shift patterns and the number of staff required to meet demand;
- coaching, motivating and retaining staff and coordinating bonus, - - reward and incentive schemes;
- forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
- improving performance by raising efficiency and sourcing new - - -equipment to enable this, e.g. new dialing products.
- oversee, organize and coordinate the work of Call Center. Lead a team to ensure that the highest level of service is provided to both external / internal customers
- Drive team performance to ensure company objectives and targets are achieved
- Motivate agents and make sure that rules of conduct are observed
- Conduct training program to enhance sales performance and service quality
- Monitor call script or survey questionnaire development and continuous enhancement
- Analyze sales performance and customer satisfaction score trends. Work closely with Marketing
and Operation teams to proactively provide solutions on key issues
- Support Customer Service Manager to deploy effective strategies in accordance to company's
- ission, vision and values that improves overall business bottom lines
Projects
1- AVAYA CONTACT CENTER, TELEPHONY SYSTEM
2-WCMS (WITNESS COMMUNICATION MANAGEMENT SYSTEM )
3-CRM, ERP
4-COMPUTER NETWORK INFRASTRUCTURE
5-TAXI METER FITTING AND CALIBRATION
6- RADIO STATION INTEGRATED WITH CRM AND CALL CENTER OPERATION
7- TRACKING VEHICLE SYSTEM WITH FLEET MANAGEMENT SYSTEM
Network Administrator
Networks and Telecommunications Information technology Computer science Computing Concepts IT project Management Database Management Management Information Systems Information Technology Management Advanced Programming Operating Systems Design
LAW