Based in Melbourne, Australia, Symbios specialises in lead generation and outbound sales, focusing on B2B products and services.► Direct all aspects of the company’s full-service call centre in Cairo. Led the office through four years of rapid growth, increasing the staff ten-fold from five to 50 team members.► Established the office’s organisational structure and policies/procedures while recruiting, training and developing an eight-member management team to oversee telemarketing, quality assurance, recruiting/training, finance, and operations.► Consult with global SaaS clients to assess needs, sales targets, and marketing segmentation objectives. Develop and manage tailored telemarketing programs to produce outstanding results in lead volumes and lead quality, resulting in a 400% revenue increase and 550+% account growth over four years.► Partner with the Australia-based sales team to develop and execute account growth strategies to achieve profitable, long term customer relationships. Serve as the client’s primary point of contact for campaign-specific updates and performance results. Clients include Avaya (Avaya Office Cloud), Ring Central, 8x8, and Vodafone.► Conceived and implemented a Quality Assurance department to meet client expectations by tracking the quality of outbound calls, reducing the annual client churn rate from 30% to 10%.► Designed and implemented talent acquisition/retention and sales and management training programs. Results include a 20% improvement in upselling and cross-selling metrics, reducing the annual staff turnover rate to ~15% versus the industry average of 40%, and building a two-deep bench for management positions.

With 40,000 subscribers and 120,000 unique website visitors monthly, Identity Magazine is Egypt’s largest English language print and online fashion and lifestyle magazine.► Reporting to the Sales Manager and Editor-in-Chief, developed new business leads focusing on promoting advertising for the company’s newly launched website. Sourced leads via networking and by attending PR events and grand openings.► Achieved high sales conversion and retention rates to drive 40% growth of online ads and branded articles. Closed 15 new account relationships with local businesses, designers, and major accounts, including BMW and Duravit.► Managed and expanded account relationships and served as the clients’ point of contact for campaign strategy and performance measurement.► Produced and managed a fashion event for Vision Solutions involving over 10 designers and 25 models.

I-Sourcing provides business process, information technology, and call centre outsourcing services to clients in the telecommunications, information technology, pharmaceutical, health care, government, retail, automotive, and travel sectors.► Recruited by the firm’s Managing Director to establish a call centre line of business. Designed the business model, including all processes, documentation requirements, communication protocols, and staff performance metrics.► Recruited a team of 12 telemarketing representatives and developed a sales training system that resulted in a 30% reduction in the time required to move trainees into production roles.► Onboarded new accounts and managed a portfolio of existing clients. Consulted with clients to determine campaign requirements and objectives, developing programs to achieve client success metrics. ► Created a system to capture the data required to produce daily, weekly, and monthly campaign performance reports for clients.

Taligent/Talk3 is an Australian telecom services provider specialising in phone and internet access services for SOHOs, SMEs, and enterprise customers.► Reporting to the National Sales Manager and Operations Manager in Melbourne, promoted to manage Customer Service, Debt Collection and Technical Support departments supporting over 100,000 commercial customers.► Managed and trained a 12-member team on customer service skills and Teligent’s corporate mission and values to consistently meet customer retention requirements while reducing customer wait time from 8-10 minutes to two minutes.► Conceived and developed a new Account Management Department that improved customer service and increased cross-selling/upselling opportunities by proactively reaching out to customers, leading to a 60% increase in referred customers.

► Managed and mentored a team of 30 telesales agents and five team leaders to develop new business and expand existing client relationships, consistently meeting or exceeding the sales target of 100 service connections per month.► Performed invoice analyses to determine customers’ telecommunication requirements and spending to present optimal, cost-effective solutions.► Monitored pipeline data to generate monthly and quarterly sales forecasts.

By providing SEO optimisation and online marketing expertise, e-Rankings drives client websites to the top of the internet’s largest search engines allowing businesses to grow a successful online marketing presence.► Received in-depth training in Google AdWords and related tools to promote the benefits of online advertising and SEO optimisation to potential SME and enterprise clients.► Effectively managed the deal pipeline and call-backs to achieve the sales quota for four consecutive months.