أسامة العناني

Responsible for overall country operation.
• Improved last mile success rate by 200% within 3 months through implementation of best practice and
KPI’s.
• Introduced new services for additional revenue streams.
• Acquired local courier company after conducting necessary due diligence.
• Grew revenue by 40% within 6 months.
• Improved operation utilization by 30% .
• Achieved top 10 service ranking with our main customer (Jumia).
• Implemented real time operation update through technology and training.
• Managing the regional call center based in Cairo with 22 agents providing 24/7 multilanguage.

• Led and built the agency business in the UAE.
• Managing the UAE and KSA business with overlook on the GCC market.
• Achieved turn-over $2m in first year and grew by 35% despite of the pandemic through innovative
solutions that addressed clients’ challenges.
• Developing, executing, and monitoring business strategies/tactics to achieve short- and long-term goals
for agency performance and growth.
• Driving new business opportunities.
• Playing the “Consultant” role with clients by providing market insights that drive their marketing strategies.
• Managing agency key client’s day to day operations through developing and implementing marketing
activities, creative campaigns, tactical promotions, and partner’s relationship.
• Developing and coaching the client management, creative, operations, productions, digital and support
functions teams to provide and implement creative and innovative marketing activities to clients.
• Expanding the agency offering to cater for new media streams such as digital, and tech solutions.

• Gumla is a smart hub application that digitally connects wholesalers and merchants trade transactions while offering multiple Fintech solutions and processes analytical data for clear market insights.

• Responsible for the entire setup of operation and entering the regional market for FASTSIGNS brand from market positioning, legal, financial, marketing, and commercial aspects.
• Applied Best Practice and Training acquired from HQ in the USA
• Opened the first store in Dubai and rewarded “Best Store in the network” among 700 locations worldwide with media coverage plan for the opening event across all media channels in the region.
• Established strong relation with partners and technology providers that support the rapid expansion.
• Achieved a 157% of 1st operational annual budget.
• Setup 3 locations including 2 production facilities with scalable capabilities.
• Expanded the products and service mix with focus on technology and digital solutions
• Developed a range of a commoditized products to open e-commerce channels, serving B2B as well as B2C
• Successful acquisition of local advertising agency and transformed it into a world-class FASTSIGNS location.
• Implements quality measures and operations techniques to improve profitable productivity.
• Managed a mix of client portfolio from government, private sector and entrepreneurs.

Premier Business Services is a company specialized in providing quality service through obtaining franchises from recognized multinational brands “Kwik Kopy, Parcel Plus and Computer Troubleshooters

Headed the Egypt performance, restructuring sales functions and operations for a 40-team member, $2M turnover subsidiary. Prepared 2012-business plan.

Tapped to turnaround performance in UAE, restructuring sales functions and operations for a 60-team member, $5M turnover subsidiary. Achieved first annual profits within one year of management by instituting comprehensive change in corporate culture, strategic direction, and product portfolio.

▫ Infused company mission/core values into daily business while boosting team morale, retention, and productivity.
▫ Provided hands-on leadership to ensure goal attainment for revenue and profit plans as well as growth initiatives.
▫ Reorganized sales programs, creating monthly/yearly forecasts, bidding guidelines, and implementation timetables; expanded business into new segments by diversifying product mix with a focus on high margin products/services.
▫ Mentored teams to maximize impact, resulting in 40% YOY commercial sales growth and 34% revenue boost.
▫ Cultivated relationships with community partners, vendors, and customers to create $400K incremental revenue opportunity and negotiate a 22% improvement to gross margin.

Headed operation startup and market penetration, expanding company into 11 territories across Egypt within 2 years; grew revenue to $2M per year with 100 employees countrywide.

▫ Developed a business model allowing technicians to market services under the company banner.
▫ Screened prospective franchisees and negotiated area contracts with technicians.
▫ Launched a service package to generate revenue for franchisees, negotiating distribution with key retailers; sold coverage for 300PCs upon roll out and expanded service to more than 800 PCs per month in two years.

Transitioned into newly created position as company expanded services in a strategic partnership with customs agency. Merged several departments into a single division, revamping job descriptions for 80+ employees.

▫ Expedited customs processing time 40%+ and automated batch clearance invoicing, earning the GTS Award for 2004 as the top customs operation in the 90-country region.
▫ Originated a customer experience management project focused on transferring the customer experience into revenue, premiering a loyalty program for cash customers which realized $100K incremental income.
▫ Implemented toll-free customer service number servicing Greater Cairo, Alex, and Port Said.
▫ Attained ISO 9001-2000 certification and instituted FOCIS software for domestic services.

Assumed additional leadership of marketing and sales through to company restructuring, expanding duties of customer service representatives to include revenue generation; restructured career paths for account executives.

▫ Handled volume in excess of 1, 500 calls per day, excelling in all measurable areas; earned Star Award for best customer service organization within the 90 country territory.
▫ Supplied nationwide customer service for the NPO, directing call center activities at 25 sites.
▫ Identified company sales targets for 2005, developed incentive plans to aid in revenue achievements, promoted high margin services to maximize profitability, and created new services and products to increase the client base.

Professionalized customer service department, establishing a call center while training and managing 25 agents.

▫ ▪Revamped policies and procedures for customer care, elevating service levels from 60% to 90%+ in 18 months.
▫ Introduced an induction program for new hires, developed a training program to elevate team capabilities, and instituted a reward/incentive system to maximize contributions and recognize top results.
▫ Accumulated customer feedback and applied insight to improve products and services.
▫ Monitored actual budget against forecasted measures and prepared monthly cash flow projections.

Part of leadership team running a regional office servicing the Middle East and Africa; generated up to $12M annual turnover, providing medical equipment to the largest markets in the territory.

▫ Oversaw day-to-day A/P and A/R; prepared weekly sales flash reports and monthly GMM package for submission to UK and US headquarters; delivered consolidated reports at regular intervals.
▫ Utilized Hyperion Reporting System and Solomon Package to generate planning, budget, and forecasting reports in compliance with US GAAP requirements.
▫ Performed visibility study scenarios for office relocation to Dubai.
▫ Reconciled billing and payments for a United Nations’ contract in which medical equipment was supplied to Iraq through an “oil for medicine” diplomatic agreement.

Integral in launching operation in Egypt, organizing accounting functions and IT support; organization grew to $15M annual turnover and 100+ employees in four years. Managed relationships with customers and financial institutions, positioning and marketing service as a partner to area banks.

▫ Applied corporate training, received in Belgium, to operations, IT, communication, and reconciliation procedures; supervised IT installation for customer service center and new location setup.
▫ Contributed to strategy meetings in France, formulating annual marketing budgets and plans for network expansion.
▫ Participated in negotiations/agreement with Central Bank Egypt, Ministry of Economy, and Investment Authority.
▫ Prepared cash flow plan and managed control for 18 locations; supervised daily reconciliation with corporate headquarters as well as monthly, quarterly, and yearly bank settlements.