Samer Qupaiaa

OSN Retail Footprint optimisation and strategic value creation - ~$5m USD savings (2018/2019) through full management of all contract negotiations and exits as part of reducing the retail footprint from 150 to 35 locations. Also negotiated free of charge marketing values as part of lease contracts to the amount of $100K.

Strategic Retail Partnership Management - over 7 years successfully managed strategic mall partnership contracts and negotiations to secure premium retail space across the region which contributed to over 50% of DTH sales revenues. Leading organizations include eXtra / MAF (GCC & MENA) / Arabian Centre / ASWAQ / MAF Carrefour / Al-Rai Real / Majid Al-futaim properties ( GCC & MENA ) …

Sales Channel expansion - led the contract negotiations on behalf of the sales team to expand the retail POS across the region which grew from 70 to 175 over a 2 year period (2015/16).

Customer Service - Achieved customer Service targets including and call resolution targets, minimized call abandon rates and the discovery of early fraud & cannibalization. Part of the customer service team that won the best customer service centre of year

Procurement Specialist - valuating suppliers in order to find the best deals possible on goods that are needed for business operations

handle all point of sales agreements, operations and development in GCC, JORDAN AND EGYPT

1) Support Middle East regions and Egypt with all their technical and billing issues.
2) Report and update all new frequencies.
3) Report and follow-up all system issues to direct manager, technical manager & IT department.
4) Receive transferred calls from 1st level customer service for complicated issues and complaints of customers.

Customer Service

• Communicate with customers by phone & email to respond to their inquiries.
• Handle and resolve complaints.
• Provide knowledge to customers on products and services.
• Upgrade channel packages to customers.
• Handle floor in absence of managers by maintaining break times and solving all system related issues.
• Monitor queue for signal delays.
• Follow up with customers until issue is resolved.
• Help customers with taking decisions on products and services.
• Route calls to concerned members in sales team.
• Ensure highest level of customer satisfaction.
• Escalate unresolved issues to higher levels of management.
• Provide coaching and mentoring to new-hire trainees as defined by Team Leads.
• Work collaboratively with other departments.
• Follow up on open tickets as needed to determine satisfactory resolution.

Technical Support

• Support customers with technical problems such as channel signals.
• Assign job cards including sending technicians for unresolved problems.

Sales

• Get full interest of customers then forward it to sales team.
• Explain to customers the decoder specs depending on the package chosen.
• Assist customer with choosing the package depending on budget and interest.
• Advise customers on movie quality.
• Determine method of payment, invoice period, contract period and package details to customers.
• Querying customer accounts.

Billing

• Check financial transactions of customers on their accounts.
• Resolve complaints about billing and services.

• Implement instructional activities that contribute to a climate where students are actively engaged in meaningful learning experiences.
• Assist in assessing changing curricular needs and offers plans for improvement.
• Maintain effective and efficient record keeping procedures.
• Provide a positive environment in which students are encouraged to be actively engaged in the learning process.
• Communicate effectively, both orally and in writing, with students, parents, and other professionals on a regular basis.
• Collaborate with peers to enhance the instructional environment.
• Models professional and ethical standards when dealing with students, parents, peers, and community.
• Ensure that student growth and achievement is continuous and appropriate for age group, subject area, and/or program classification.
• Establish and maintain cooperative working relationships with students, parents, and schools.
• Assume responsibility for meeting his/her course and school-wide student performance goals.
• Demonstrate gains in student performance.
• Meets professional obligations through efficient work habits such as: meeting deadlines, honoring schedules, coordinating.
• Study the Ministry System to implement it efficiently within the institution.