In this capacity, I oversee day-to-day operations and coordination between the various companies of the group located in three countries. This includes setting performance goals and target, resource allocation, and formulating strategies to enhance market presence in various sectors that include retail, technology, and export.

We offer a full complement of tailored contact center consulting programs to our clients. These programs are designed to insure that the right recommendations for each individual case are provided without bias to meet a variety of client needs. Consulting services for reporting, sizing, health and quality check, costing analysis, and outsourcing analysis are available through a group of well-established and experienced consultants in the fields of contact centers and business process outsourcing.

In this capacity, I restructured and managed the online and home delivery sales channels of the company, in addition to creating the company’s contact center from the ground up and managing to increase the sales volume of the unit to an excess of $3M. Additionally, I was able to create a whole suite of analytics and reports to assist the company in monitoring and analyzing sales performance.

In this capacity, I was in charge of the planning, management, and execution of multiple large projects that included oil and gas sector shut-down activities, major government sponsored events, election campaigns, and large events overseas valued at an excess of $35M. Additionally, I was responsible for sourcing and negotiating contracts in the international market.

L’or Du Maroc is a brand of Moroccan naturally sourced organic beauty and cosmetics products. The line up included products such as Argan Oil, Barbary Fig Oil, and Argan Ghassoul scrub with sales all over the world and a specific focus on the markets in Europe, The United States, and Australia. The venture was acquired by an investor in 2020.

DIRECT.APP is a technology start up that focused on logistics and delivery services. The application revolves around the idea of allowing users to schedule and ship their parcels both locally and internationally using any of the available service providers with a deep discount. The venture was acquired by an investor in 2019.

In this capacity, I oversaw the day-to-day operations that included managing dispatchers and customer service staff, sourcing and negotiating contracts with potential clients and suppliers, and conducting market research and analysis to aid in market placement strategies and expansion.

In this capacity, I oversaw the complete restructuring of the call center and telemarketing units. That included a complete update of processes and standardization of procedures, migration to a modern PBX solution, and the introduction of KPIs and quality assurance practices to ensure that the division meets its’ revenue targets.

In this capacity, I was in charge of the creation and running of reporting templates that measured all aspects of performance in the company, in addition to calculating the cost of operation, schedule planning for multiple operations, and the creation of score cards, staff performance related bonus reports, and managing new projects until operation management team was ready to handle their tasks.

As a specialist, I reported to the Assistant Manager of MIS and worked directly with the Vice-President of MIS Department. The main responsibilities of my role were:- Designing reporting templates and tools.- Scheduling agents and support team for all the contact center projects (More than 900 agents and support team members) using Erlang-C Scheduling Tools.- Communicating with internal and external clients.- Running reporting tools and analyzing contact center KPIs and performance.- Assisting in the real time floor management to achieve the contact center targets.In this Capacity, I have performed supervision and management duties related to the following projects:* Nokia Middle East and Africa* Nokia APAC* SingTel* Air Asia Malaysia* Air Asia Thailand* Air Asia Indonesia* GE Money* Viva Macau Airlines* Scicom Academy

As an executive, I reported to the Operation Manager. The main responsibilities of my role were:- Handling inbound and outbound enquires with regards to the NMS tracking.- Communicating with the clients with regards to the requirements and progress of system implementation.- Attending conference calls and providing weekly and monthly updates to clients.

As an executive, I reported to the Assistant Manager of Operations and to the Operation Manager.The main responsibilities of my role were:* Handling inbound and outbound enquiries related to Nokia products and services* Assisting in the real time floor management to achieve the contact center targets

CS Trading is a trading company involved in import and export. As a representative, I reported to the managing director, and I have travelled to China and Hong Kong to source for electronics suppliers during the Hong Kong Spring Fair and the Cantoon Fair.