محمد باسل السمان

Accounts Management (B2B) by building & promoting strong, long-lasting customer Relationships and boost Sales Results
Managing Projects in Multiple Industries, Selling Tech. Solutions & Other Services
Prepare Projects Plans & Implementation Management
Resolve any issues and problems faced by customers
Keep Customers informed for any Updates of New Solutions & Services
Prepare Services Demos, Quotations Proposals, Contracts and RFP’s
Social Media Accounts Management
(Posting & Interaction)
Identify emerging markets and targeting best matching deals and tenders.
Design & implement a strategic business plan to expands customers database.
Prepare Periodic Sales Activities Reports to Management & Operational Reports to Projects’ Stakeholders.

• Managing Contact Centers Operation for multiple Projects (Travel & Tourism, Recruitments, Human Resources & Medical Fields), including 4 supervisors and 60 agents.
• Managing of Relationship with Projects Stakeholders (Progress status update and reports) in terms of Contact Center Systems Implementation (Genesys PureCloud & Pure Connect) CRM, and other technologies.
• Sales Operations Management (Setting Proposals, Customers Payments and Accounts Management, Agreements and Contracts).
• Setting up the communication structure, objectives and plans with stakeholders.
• Drafting the policies and procedures, processes & Setting Project Plan.
• Support Training Process to Call Center Agents and Leaders (QC Specialists, Supervisors & Operation Manager).
• Leading Inbound & Outbound interactions over Multiple Connections (Telephone, Social Media interactions, E-mail )
Assessing results and setting proper solutions to enhance operations.
• Setting up Gap Analysis and Report findings.
• Setting up the Roadmap need to be followed on projects
• Issuing Periodic Performance Reports provided to Management and customers.
• Ensure implementation of KPI’s and SLA agreed with customers as per project’s agreement and management Guidelines.
• Managing customer satisfaction surveys
• Ensure implementation of Quality Standards and Metrics to the projects.
• Analyze Real-Time Performance and Productivity of Contact Center Staff for all processes.
• Develop the IVR Tree and Recording prior to going live for new projects.
• Prepare Weekly, Monthly, Quarterly Reports to be submitted to Projects Stakeholders.
• Managing Workforce in terms of preparing shifts schedules (rosters) and timesheets.
• Ensure team punctuality and attendance

in charge of 4 supervisors leading 60 agents every supervisor supervise 15 agent .
Monitoring in-process sales transactions, performance & attendance
Monitoring of calls quality and sales offers execution
Overseeing the KPI'S set by management for every agent and supervisor in addition to the scorecard.
Schedule the incentive plan for the subordinating team based on their monthly performance and scorecards .
Attend training and coaching meeting for the telesales team
Enhance the execution of target plan to adhere with the company guidelines .
Distribute targets to subordinating supervisors and agents .
Report daily performance to the operation management

- In the regards of my unit sales team members :
A-To train new Telesales Agents & Interview the Candidates
B-To set up targets for team based on the market studies
C-To support team of achieving their targets according to the management strategy
D-Managing & Monitoring the daily Performance of the Telesales Agents
E-Issuing the daily Performance report and to report it to the management and to discuss the market difficulties and how to find a solutions for them
2- Handling the escalated issues who can’t be solved by the agents.
3-Providing & Uploading the updated Customers Database to the CRM System
4- Analyze & report the daily issues related to CRM to the Technical Team
5- Coordinate with Outsourcing Partners Coordinators regarding any issues or topics related
To CRM System & Business Customers.
6- Coordinate with Business Sales Managers regarding converted leads, Deal Closing &Revenue
7- In charge of handling all Business Sales incoming e-mails, convert the leads to sales managers

•Manage the sales operation, supervise the sales team.
•Monitor the Daily stock & Order items of small quantities to avoid any stock shortage.
•Check the daily sales records & Invoices.
•Receive shipments and verify the quantities as per the main order form.
•Maintain a long-term relationship with the existing customers by contacting & updating them about the new Arrival Items, End of season Promotions & other special events
•Assists in developing and implementing departmental policies like the monthly & Annual Targets.
•Attending the dealer meeting at the headquarters of the main company in the USA, Twice a year to review the New arrival merchandise visually for the next two quarters of the year meet other licensed products Producers.
•Place orders as per the dealer customer’s needs of both genuine & licensed products.

•Initiating and implementing HR processes and systems.
•Supporting Management on Manpower Planning, Recruitment and Review.
•Implementing Job-Description, Performance Appraisal system.
•Maintaining Personnel filing system.
•Administer Pay-roll for staff and labor.
•Co-ordinate with PRO on Visa related matters.
•Participate in Design & implementation of HRMS package.
•Provide support to supervisors and staff to develop the skills and capabilities of staff.
•Ensure that accurate job descriptions are in place
•Provide advice and assistance with writing job descriptions.
•Provide advice and assistance when conducting staff performance evaluations
•Identify training and development opportunities.
•Organize staff training sessions, workshops and activities.
•Process employee requests for outside training while complying with polices and procedure
•Provide basic counseling to staff that have performance related obstacles.
•Access funding for training and write proposals
•Monitor staff performance and attendance activities.
•Monitor daily attendance & Investigate and understand causes for staff absences.
•Recommend solutions to resolve chronic attendance difficulties.
•Provide basic counseling to staff that have performance related obstacles.
•Provide advice and recommendations on disciplinary actions.
•Coordinate staff recruitment and selection process in order to ensure a timely organized and comprehensive procedure is used to hire staff.
•Provide advice and assistance to supervisors on staff recruitment
•Prepare notices and advertisements for vacant staff positions.
•Schedule and organize interviews & Participate in applicant interviews
•Conduct reference checks on possible candidates
•Prepare, develop and implement procedures and policies on staff recruitment