Business Development Manager
Saudi Call
Total years of experience :21 years, 2 Months
- Reporting to the Managing Director, was hired to setup and launch the B2B unit and the Optical Fiber unit to diversify our business portfolio under Saudi Call Group.
- Working closely with the business team at the operator end for setting up and managing the new B2B sales unit to promote (Mobily’s) business packages & solutions targeting the SOHO and SME segments.
- Leading and managing the FTTH sales team that consists of 4 supervisors. 3 sales operations officers & 35 salesmen.
- Was the project lead to win a five years deal with “Mobily” with value exceeding USD $60mil. The deal granted us the exclusive rights for selling & installing of Mobily’s FTTH Triple Play Network in the Eastern Province in 1st phase. While OSP deployment to follow in 2nd phase.
- Leading and managing the FTTH Service Delivery team including the assigned vendors.
- Working closely with the service delivery team at the operator end for setting up and managing the new Optical Fiber unit.
- Interviewing, evaluating and shortlisting qualified contractors to undertake the service delivery part.
- Providing a visible management presence for customers and negotiating with their decision makers
- Travelling extensively to Dubai, Riyadh, Doha & Muscat to review performance and standards in company any competitor units and identifying areas for improvement in terms of revenue growth within the unit
- Proactively strengthening internal and external business relationships with accounts, seeking new business ventures and liaising with clients Telecom Operators and Technology Vendors alike Ericsson, NSN and Huawei.
- Establishing solid working relationships and ethics whilst maintaining a high level of coordination towards the customers at both CxO and director levels
- Responsible for planning accounts and managing the pipeline to ensure business continuity and growth
- Conducting regular progress reports to be discussed with directors and also ensuring invoices and collections are completed within a timely manner
- Taking active steps to drive improvement by working closely with the project management team investigating whether or not customers’ expectations are met, in regards to a timely delivery and quality
- Strategically searching and locating new business possibilities within the region, presenting and executing new plans discussed with management, to enhance the customer satisfaction levels
Ensuring superior level of customer satisfaction always. Plan and manage the work force based on the forecasted call volume. Analyze the load trends and tune up the work force accordingly. Generate various performance reports from the system to identify the areas for improvement and develop an action plan accordingly. Ensuring optimum Call Canter performance by analyzing the costing of the staffing and implementing smarter IVR options. Ensuring high Answering Rate and high First Call Resolution FCR rate. Ensuring high agent utilization rate. No less than 85%. Ensuring all other SLAs are met. Developing additional KPIs for the agents that contribute to higher service quality.
My main responsibilities included but not limited to:
Working closely with the head of consumer services in managing the whole Retail Sales Channel.
- Securing the pre-set sales targets per branch and for the whole designated area.
- Supervising, motivating, monitoring, planning, organizing and developing the team performance of the assigned area to facilitate the work and achieve the agreed upon objectives.
- Offering creative solutions and suggestions for process and product improvement.
- Challenging the traditional work methodologies and come up with more efficient and productive means of conducting business.
- Conducting performance appraisals for the supervisors and compiling reports on team's performance and customer feedback.
- Ensuring and maintaining superior level of customer satisfaction throughout the operations.
- Occasionally conducting interviews on behalf of my manager along with the HR manager.
Reporting to the General Manager, my main responsibilities included but not limited to:
Forecasting the sales volume of each product line and liaising with Samsung Gulf principal office in Dubai.
Setting a sales plan for each product line.
Following the order shipping and arriving till it reaches our warehouse.
Ensuring the supply and availability of all Samsung products to all our resellers and clients in Bahrain.
Launching special promotions and campaigns for further promote Samsung Products.
Worked as Network Engineer reporting to the Operations Manager.