محمد الشعرة, Executive Manager

محمد الشعرة

Executive Manager

World Wide Halls

البلد
الكويت
التعليم
ماجستير, Business Administration
الخبرات
18 years, 9 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :18 years, 9 أشهر

Executive Manager في World Wide Halls
  • الكويت - الكويت
  • أشغل هذه الوظيفة منذ مارس 2014

World Wide Halls is a leading company specializing in the construction and lease of prefabricated German halls and structures with established operations in Kuwait, Saudi Arabia, and Qatar. As an Executive Manager, I report directly to the board of directors, and the main responsibilities of my role are as follows:

- Communicating with suppliers and manufacturers to assess the requirements of the company.
- Overseeing and managing the overall performance of the company operations in Kuwait, Saudi Arabia, and Qatar.
- Allocating resources for the operations in Kuwait, Saudi Arabia, and Qatar.
- Conducting market research to determine new lines of business.
- Approving costing and pricing of contracts
- Establishing contacts with potential customers and assessing the feasibility of potential projects.
- Overseeing the overall management of projects and allocating duties to specialized teams of staff.

Among the projects managed recently are:
- Hajj Tenting for the year 2015
- Q8 Food Festival 2015
- Ministry of Defense graduation ceremony 2015
- EQUATE turn around exercise 2014
- Hajj Tenting for the year 2014

Head of Operations في Draiwil Delivery Solutions
  • الكويت - الكويت
  • مارس 2014 إلى يوليو 2015

Draiwil Delivery Solutions offers complete delivery solutions to businesses and individuals in the state of Kuwait serving a wide spectrum of clients.

As a Head of Operations, I report to the board of directors and I am in charge of the Day to Day operations of the company and overseeing the performance of various departments. In addition to my role as an Operations Manager, My responsibilities include:
- Design and Continuous improvement of the delivery management system
- Communicating with clients and sourcing contracts
- Approving purchases and setting up company requirements
- Overseeing the works of Home Delivery, Finance, Quality Control, and Customer Service Department
- Execute contracts and service agreements with clients.

Contact Center Manager في Kuwaiti Amercain Food Stuff Co.
  • الكويت - الكويت
  • أغسطس 2012 إلى مارس 2014

The company is a member of Al-Shayeji International Group and is specializing in casual and fine dining. As a contact center manager, I report to the general manager and work closely with the heads of operations, finance, home delivery, and marketing and act as a link between the management and the customers to plan and execute business targets.
The main responsibilities of my role are:
- Designing and implementing the new contact center.
- Managing and supervising the overall performance of the contact center.
- Managing the Telemarketing and Telesales business units
- Analyzing the daily and monthly trends and establishing KPIs and sales targets to eliminate wastage, and to optimize performance.
- Analyzing the overall performance of the company.
- Providing detailed reports on sales, transactions, and customer experience.
- Working with Operations, Home Delivery, and Marketing department to improve and expand the company customer base.
- Working with Finance and IT to design and implement POS and reporting systems.

Arabic Designer and Translator في Vision Four Sdn Bhd
  • ماليزيا
  • مايو 2008 إلى يونيو 2013

As the Arabic Designer and Translator for Vision Four Sdn Bhd, I have translated and designed 10 Editions of the Vision KL Arabic Supplement. This included translation and of content and some work on design elements of the editions.

Assistant Manager - Management Infornation Systems and Operations في Scicom MSC Berhad
  • ماليزيا
  • يوليو 2010 إلى يوليو 2012

The company is the leading Business Process Outsourcing (BPO) provider in Malaysia, providing customer service solutions to 96 countries. As an assistant manager, I reported to the vice-presidents of MIS, and worked directly with the COO of the company. I lead a team of six MIS Specialists and 20 Customer Service executives .The main responsibilities of my role were:
- Managing and supervising the performance of MIS Specialists
- Managing and supervising the performance of Customer Service executives
- Analysis of trends and performance data to achieve external and internal targets, eliminate wastage, and to optimize performance.
- Identifying performance related issues and providing solutions.
- Designing reporting templates and tools.
- Providing RFP requirements to the Business Development Unit to bid for new projects.
- Working with the Project Management Office to start up new projects and set, measure and analyze targets and KPIs.
- Conducting cost analysis for existing projects to identify areas of improvement.
- Communicating with internal and external clients.
- Overseeing the performance of the contact center projects and departments
- Ensure adherence to ISO Policies, SOPs, and work instructions

In this capacity, I have managed and provided RFP responses to multiple projects.
Project that I have directly managed are as follows:

* Nokia Middle East and Africa
* Nokia APAC
* SingTel
* Air Asia Malaysia
* Air Asia Thailand
* Air Asia Indonesia
* Tune Money
* Tune Mobile
* Edexcel
* GE Money Singapore
* McDonald’s Malaysia
* Peach Airlines
* Digi Telecommunication
* uMobile
* B/S/H
* Hewlett Packard
* Manipal Intl’ University
* CitiLink - Garuda Indonesia

Specialist - Management Information Systems في Scicom MSC Berhad
  • ماليزيا
  • أكتوبر 2008 إلى يوليو 2010

As a specialist, I reported to the Assistant Manager of MIS and worked directly with the Vice-President of MIS Department. The main responsibilities of my role were:
- Designing reporting templates and tools.
- Scheduling agents and support team for all the contact center projects (More than 900 agents and support team members) using Erlang-C Scheduling Tools.
- Communicating with internal and external clients.
- Running reporting tools and analyzing contact center KPIs and performance.
- Assisting in the real time floor management to achieve the contact center targets.

In this Capacity, I have performed supervision and management duties related to the following projects:

* Nokia Middle East and Africa
* Nokia APAC
* SingTel
* Air Asia Malaysia
* Air Asia Thailand
* Air Asia Indonesia
* GE Money
* Viva Macau Airlines
* Scicom Academy

Excecutive - Technical Support (Nokia Network Management System - NMS) في Scicom MSC Berhad
  • ماليزيا
  • أغسطس 2007 إلى أكتوبر 2008

As an executive, I reported to the Operation Manager. The main responsibilities of my role were:
- Handling inbound and outbound enquires with regards to the NMS tracking.
- Communicating with the clients with regards to the requirements and progress of system implementation.
- Attending conference calls and providing weekly and monthly updates to clients

Excecutive - Technical Support (Nokia Middle East and Africa Project) في Scicom MSC Berhad
  • ماليزيا
  • يناير 2007 إلى يوليو 2007

As an executive, I reported to the Assistant Manager - Operations. The main responsibilities of my role were:

- Handling inbound and outbound enquiries related to Nokia products and services.
- Assisting in the real time floor management to achieve the contact center targets.

Representative في CS Trading Co.
  • المغرب - طنجة
  • يونيو 2005 إلى أكتوبر 2006

CS Trading is a trading company involved in import and export. As a representative, I reported to the managing director, and I have travelled to China and Hong Kong to source for electronics suppliers during the Hong Kong Spring Fair and the Cantoon Fair.

الخلفية التعليمية

ماجستير, Business Administration
  • في United Business Institutes
  • نوفمبر 2008

Magna Cum Laude - Honors

بكالوريوس, Business Administration
  • في United Business Institutes
  • نوفمبر 2006

Magna Cum Laude - Honors

الثانوية العامة أو ما يعادلها,
  • في Al Najat Secondary School
  • يوليو 2001

General Secondary School Certificate

Specialties & Skills

MS Office Automation
Contact Center Design
Business Operations Management
Microsoft Excel
Business Development
Erlang-C Calculations
MS Excel
MS Office Applications
Delivery Management Systems
Scorecard Management
Start-ups

اللغات

العربية
متمرّس
الانجليزية
متمرّس