General Manager
Greenisis Telecom
Total years of experience :10 years, 10 Months
Jan 2013 til Date Greenisis as General Manager
A capable, results orientated general manager with experience of leading high performance teams and of successfully increasing efficiency and productivity whilst reducing costs and inefficiencies. Ability to keep a level head at all times, nurture and grow a business, evaluate opportunities and risks and also deliver innovative new solutions to challenges. Possessing excellent client facing and configuration skills and highly successful in helping define company direction, achieving goals and optimizing business.
Key Responsibilities
• Leads and manages staff members, including: o Interviewing, hiring, and terminating
o Establishing priorities, goals, objectives, and metrics
o Monitoring and evaluating performance
o Allocating workload and setting deadlines
o Assessing skills, developing, training, and mentoring
o Ensuring employees have skills and knowledge to perform successfully
• Provide leadership and vision to the organization by assisting the Board and staff with the development of long range and annual plans, and with the evaluation and reporting of progress on plans.
• Oversee preparation of an Annual Report summarizing progress on short and long range plans.
• Research and write discussion papers, analysis documents and proposals as needed to assist the organization in determining and meeting its long and short term goals.
• Understands the sales strategy and game-plan and supports the delivery of same.
• Works with the Real Estate, Sales and Network Engineering functions to determine and bring on-net appropriate Corporate and Individual Customers for the business.
• Develops, manages, monitors and achieves Sales, Operational and Financial objectives for the Company.
• Hires and directs all installation, warehouse and support staff for the Company.
• Works with sales to deliver and install all customer orders.
• Manages all installation activities to achieve exceptional customer satisfaction.
• Co-ordinates all product and material needs to meet customer orders and meet financial budgets.
• Meets customer satisfaction needs and ensures customer churn is below maximum limits.
• Co-ordinates all installation meetings.
• Ensures warehouse and material planning activities meet world class standards.
• Monitors collectible cash funds to meet company needs.
• Plan all roof top surveys and Company network engineering activities.
• Obtaining cooperation of all functional disciplines required to execute plans, ensuring activities are coordinated and mutually supportive.
• Ensuring customers located in their market receive target level of service as defined by company customer experience objectives.
• Performs other duties as assigned.
Courses Attended
Oct 2012 til Dec 2012 Greenisis as Head of Sales
Responsible for the development and performance of all sales activities in assigned market, Corporate Sales, SME Sales Team & Retail outlets. Staffs and direct the sales teams and provides leadership towards the achievement of maximum profitability and growth in line with company vision and values. Establishes plans and strategies to expand the customer base in the marketing area and contributes to the development of training and educational programs for all Sales Departments.
Key Responsibilities
• Develops a business plan and sales strategy for the market that ensures attainment of company sales goals and profitability.
• Responsible for the performance and development of the Account Executives.
• Prepares action plans by individuals as well as by team for effective search of sales leads and prospects.
• Initiates and coordinates development of action plans to penetrate new markets.
• Assists in the development and implementation of marketing plans as needed.
• Conducts one-on-one review with all Team Leaders & Account Executives to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Executive's sales and activity performance.
• Provides timely feedback to senior management regarding performance.
• Provides timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margin.
• Maintains accurate records of all pricings, sales, and activity reports submitted by Corporate Account Executives.
• Creates and conducts proposal presentations and RFP responses.
• Assists Corporate Account Executives in preparation of proposals and presentations.
• Controls expenses to meet budget guidelines.
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Recruits, tests, and hires Account Executives based on criteria agreed upon by senior management.
• Insures that all Corporate Account Executives meet or exceed all activity standards for prospecting calls, appointments, presentations, proposals and closes.
• Insures that all Retail outlets meet or exceed all activity standards for walk in customers.
• Delegates authority and responsibility with accountability and follow-up.
• Sets examples for Account Executives in areas of personal character, commitment, organizational and selling skills, and work habits.
• Conducts regular coaching and counseling with Account Executives to build motivation and selling skills.
• Maintains contact with all clients in the market area to ensure high levels of client satisfaction.
• Demonstrates ability to interact and cooperate with all company employees.
March 2009 til September 2012 Kalaam as Senior Account Manager, Corporate.
Key Responsibilities
• Provide a professional focus for all aspects of the customer interface for marketing and selling the Standard & Non standard Customized products.
• Develop and implement sales strategies in line with agreed business objectives.
• To work as part of a regional sales team, making contributions to the overall objectives of that team.
• Achieve annual order intake targets / business commitments, in line with internal KPI's, for Standard, non standard Engineered Solutions & Services.
• To provide sales forecast information to senior management indicating order intake targets such as closure date, price, margin, scope etc.
• Work with the Engineering Solutions' marketing and proposals team to develop appropriate solutions to best meet the customer، requirements. Full liaison with the proposals and engineering groups in the production of tenders.
• Liaison and co-operation with the Business Development Group to agree joint approaches and to maximise the effect of our efforts.
• To ensure that technical and commercial conditions are negotiated within company guidelines and to confirm this through internal reviews.
• Attend/arrange customer meetings, make presentations to existing and new clients, negotiate and close Kalaam product sales.
• Gather and compile data on competitors, customers, and product development for the Business and Development Group.
• Maintain and develop long term customer relationships within the assigned Segment, acting at all times to maintain and enhance the company،s reputation in the marketplace.
• To maximise own customer contact by efficiently planning sales trips, visits, prioritising in line with business objectives and make the most effective use of resources.
July 2007 to March 2009 Kalaam Telecom as Operations Manager
Key Responsibilities
• Handle the CSC team, Telesales Team & Order Processing Unit in ensuring that they perform to the company's quality standards & KPI's.
• Design and implement processes for all departments in the company & with Busniness Prtnerrs for the smooth running of operations internally and externally.
• Review job descriptions on quarterly basis and match functions performed for all responsible departments.
• Deliver reports to the Management for Sales (Leads), Technical & Financial (Collections) as per the KPI's of the company, Daily, Weekly, Biweekly & Monthly.
• Increase Telesales team Sales and generate leads for the Corporate Sales Team.
• Enusre that the Provisioning & Modifications of accounts are accurate.
• Ensure that 90% of the compnays collections is collected on monthly basis.
• Recruit agents as per current and prospective staffing requirements.
• Reporting directly to the Chief Operations Officer.
• Design and implement proper training of call scripts, processes & products for new & existing recruits to ensure that they meet the company's standards.
Aug 2006 to July 2007 Kalaam Telecom as Manager Customer Service
Key Responsibilities
• Handle the CSC team in ensuring that they perform to the company's quality standards.
• Design and implement processes for customer service centre.
• Prepare staff rosters and ensure adherence by the team members.
• Review job descriptions on quarterly basis and match functions performed.
• Deliver reports to the management for Sales, Technical & Financial as per the KPI's of the company.
• Record, handle, solve and report on customer complaints & service issues.
• Recruit agents as per current and prospective staffing requirements.
• Maintain a database of available part-timers who can work at short notice.
• Design and implement proper training of call scripts, processes & products for new & existing recruits to ensure that they meet the company's service quality standards.
• Report directly to the Chief Operations Officer.
Aug 2005 to Aug 2006 Joined Kalaam Telecom Bahrain as a Customer Service Representative (Call Centre Agent)
Key Responsibilities
• Answering general customer queries across all product lines
• Escalation Level 1 support & complaint handling
• Inbound & Outbound customer contact
• Account Processing & Modification
• End to end billing & Credit Management
• Up-selling & Cross selling across all product lines
• Daily, weekly & Monthly Reporting
• Sales & campaign support
• Resolve Service complaints and refer them to designated departments for investigation.
March 2004 to Aug 2005 Joined Standard Chartered Bank in Bahrain as a Customer Service Representative
Key Responsibilities
* Duties include authorizations requests and processing all types of applications received for Visa & Master Card.
* Performing duties of a Customer Services Rep answering various customer enquiries; taking & processing various requests on the phone. (Lost Cards, Disputes, Transfer of Funds etc.)
* Cross-sell banking services and products to clientele.
* Incharge of Proccessing Installments programme for credit cards. (Instabys)
* Reporting on Customer service agents per Skillset on monthly basis. (Calls answered, Call Duration, Overall Customer Service agent Perfromance)
* Duties included receiving calls from customers and advising them about various banking prouducts ( Banking Accounts, Loans, Credit Cards, Fixed Deposits) given by the bank. Also incharge of initiating sales leads and forwarding them to the concerning department.
* Quickly and effectively solve customer complaints.
* Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
July 2003 to September 2003 Joined Fortune Promoseven in Bahrain as an Marketing Assistant (Summer Job)
Key Responsibilities
* Maintaining our clients with the competition, Ads & Promotions in the market; up-to-date advertisments.
* Reviewing all medias such as Newspapers, maganzines & the internet for all market competition to the existing Client DataBase.