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Work experience

Jul 2007Present

Commercial - Sales Operation Support Manager

Emirates Integrated Telecommunication Co. ”du”

§Managing Mobile / TV / Landline / Broadband issues in terms of “New Acquisition / Problems Solving / Billing dispute and adjustment / Technical / System Effectiveness / Process Effectiveness / Ceasing and Modification Process and Requests”.

§Ensure that Commercial Manual / Processes are continually developed for the good of the sales business through BSIM / UAT / FUT tests, whilst ensuring a controlled (in-store) environment is created, that minimizes operational risks in terms of Sales, Customer services, Billing, Logistics, and Order management at the company’s outlets.

  • Provide accurate and timely reports on key operational indicators as required.
  • Liaise with internal cross-function departments to ensuring that key Sales projects are in line with the overall company strategic direction, objectives, and brand’s values/guidelines.
  • Manage the relationships with the internal purchasing departments to resolve issues and maximize their contribution to Sales’ financial performance.
  • To ensure that the operation functions of the sales business are in line with the vision, principles and procedures of sales as set (or endorsed) by the sales management team and as defined by the company brand.
  • Ensure that the stock holding levels (i.e. base stock information) within all systems are accurate against physical stock on-hand levels “Stock-Take Process”.
  • Coordinate the development, maintenance and evolution of sales IT infrastructure and in store / support office IT systems, in order to not just meet, but surpass the business requirements.
  • Manage the operation teams through recruitment, development, motivation and growth and to ensure all direct and indirect teams are focused, results driven and motivated.
  • Working as a Commercial Sales SPOC “Single Point Of Contact” throughout the lifecycle of Projects / Products / Revamp / Offers either for commercial products.

§Implemented the One Stop Shop & Walk Out Talking concepts.

§Interpret and communicate work procedures and company policies to staff.

§Discuss job performance problems with direct reports to overcome causes and issues.

§Manage staff developing, training, preparing work schedules and assigning specific duties and tasks.

May 2006Jul 2007

Commercial Customer Care Team Leader

Emirates Integrated Telecommunication Co. ”du”

§ Managing a team of 23 members as Back Office.

§Collaborated in defining the contact center’s structure and built the communication hierarchy and Work Instructions / Work Flow / Work Steps / Business Rules.

§Responsible of Enterprise FO&BO teams in terms of assessing their individual needs and equipping them with skill-sets marketable in the corporate society

§System related (BSCS/Siebel/E-Serve) mapping and configurations.

§Back office issues resolving, with escalation done deliberately.

§Frequent queries insuring achievement of the agreed Service Level Agreement (SLA).

§Call Center successful standards adherence, Such as ATT/AHT/AWT, Problem solving, Service level.

§Call Monitoring and performance measurement along with assessing incoming calls through out the daily reports, which insure the output enhancement.

Jul 2004Mar 2006

Customer Care Representative

Show Time DTHFZ. Media City / Dubai. U.A.E.

§Good product knowledge and PAY-T.V. industry.

§Delivering the one call solution for customer complains.

§Interaction between different Dept.'s and excellent follow up skills.

§Good knowledge of the business core applications systems.

§High computer literacy professional skills with a high speed of dealing with the multiply applications.

§Ability to handle difficult technical calls and hard / escalated calls as well.

§Frequent updating training.

Sep 2000Apr 2004

Customer Service Team Leader

Vodafone Egypt. Cairo,

§Couching, rules adherence, reports punctuality, 1-2-1 monthly team meetings, an eye to be kept on the service level. with high standard of managerial skills

§Keen to team direction to Present high level of customer service.

§Good skills in supervising and employee understandable sole.

§Handling hard calls and exceeds customer expectation.

§Excellent general relationships and follow up, Team player.

§Set a high standard of passion.

§Receiving a frequent updating business courses.

§Activation and collection issues.


Sep 1994Jul 1998


Cairo University


Task / Time Management
GSM and telecommunications
Ability to manage multiple tasks simultaneously as required
Meticulous and task accomplishments
Work under anxiety and self-motivation
Ability to influence at all levels
Confident, Creative and willing to use own initiative
Computer Literacy
Communication and Interpersonal Skills
Good listening, numerical and verbal reasoning
Decision maker and flexibility
Team Player
Problem Solving


Reading - Networking - Car Racing - Socializing - Swimming.


Seeking a new executive opportunity where will allow using my business skills through exploring a new challenge within a well - structured company.


  • A result driven Commercial Sales Operation Support Manager with a proven background of Target/Goal achievement and ability to excel in a major back office and operation support tasks. A Self Driven proactive individual with a strong and natural drive for achievement in Business.
  • Strong business acumen, strategic thinking, and interpersonal skills provide credibility, mirrored with an ability to maintain and enhance the front end performance with professionalism and natural communication skills through providing the proper support magnificently.