Franchise Sales Area Manager
Mobily
مجموع سنوات الخبرة :20 years, 7 أشهر
Western Region Area Manager
Achievement:
Ranked the highest revenue and gross sales kingdom wide for the past 5 years.
Main responsibilities:
- Managed 95 franchise outlets and 35 Outlet Managers (Western & Southern Regions) to ensure the company's standards and policies are adhered to by all of our partners in the region.
- Regional target management and analysis.
- Complaint Management.
- Sales data analysis.
- Process enhancements.
- Site selection.
Special Projects:
- New CRM.
- Hajj Sales.
- Expansion Projects.
Lead a team to manage operations and KPIs for all BPO contractors in Saudi Arabia, India, Egypt and Jordan (from RFQ to Invoicing). Worked closely with business partners to deliver monthly and daily KPI results. Was responsible for monthly invoice validation and ensuring business partner compliance with the contract.
Achievements:
- Slashed FTE costs 30% by negotiating pricing and fees, while ensuring the continuation and enhancement of services.
- Changed contracts and enhanced KPIs and operations approach to ensure no loopholes and to ensure higher and optimum performance with higher quality of service.
*Resolve agents and customer issues.
*Conflict management.
*Complain management.
*Participate in new hire interviews.
*Conduct and administer team building programs.
*Conduct performance reviews and team meetings; administer rewards.
*handle escalated hard calls.
*Troubleshoot and solve hard escalated complaints and technical issues.
*Conduct monitoring & coaching sessions for quality & performance.
*Coordinate with training & quality assurance to identify systematic quality-improvement opportunities.
Achievements:
- Train and develop employees from the lowest segment to handle the VIP segment in as low as three months.
- Cost savings as a result of my extensive market research for the latest call centers technological trends.
Special Assignments:
- State of the Art Technology (Directly reporting to the VP).
- Shift Management (Day and night shifts).
- Workstations health check committee member.
- Mentoring program.
Contact Center Representative
Training Coordinator & Acting Manager
- Quality Management (course quality and customer satisfaction).
- Instructor Evaluation.
- Recruitment
- Manage English Labs.
- Work closely with top management to develop marketing plans and execution.
- Maintaining student & teacher relations.
- Managing operational finances and petty cash.
- Scheduling & Workforce Management.
- Employee Scheduling.
- Procurement.
- Recruiting and conducting job interviewers.
1-Follow up with the customers.
2-Presenting the diploma programs and the special affiliation between MITM and Lambton College.
3-Receive and inquiry about the diploma courses.
4-Ringing customers and present the programs by phone.
5- And, in some occasions, I used to represent MITM in several places by conducting official presentations about the programs.
Bachelor of Business Administration in HR Management & Organization.
It is a Canadian-based diploma. In addition, I have 75 credit hours from Lambton College, Canada. Furthermore, I have studied several management courses such as: English Communications, Organizational Behavior, Written Business Communications, Business Organizations & Functions, Human Relations, Accounting, and Finance.
