Munther Al Khalil Email & Phone Number

Amman, Jordan

Amman

• Managing and motivating a team to increase sales and ensure efficiency • Managing budgets and projects in retail • Analyzing sales figures and forecasting future sales (sales and action plan).• Dealing with staffing issues such as recruiting, training, supervising and appraising staff and insuring compliance with health and safety legislation. • Initiating changes to improve the business• Maintaining statistical and financial records• Maximizing profitability and meeting sales targets and quality of service • Coordinating with marketing for preparing promotional materials and displays• Managing the shops operations, attain high quality performance, and maintain excellent image.• Provided action plan for the shops on quarterly basics as well as incentive programs for shops employee in order to ensure top sales goals and profit goals are met.• Providing monthly market place trend feedback on Opportunities / Competitors activity through conducting regular market visits.• Plan special sales promotion (in coordination with the marketing) that aims to increase sales in order to achieve the targets. • Managing stock inventory process and stock loss prevent best practice in shops.• Allocating financial resources and operating within specified limits and guidelines to ensure best resources utilization. • Coordinate with the marketing department to ensure marketing aspects & tools are provided to the shops to increase brand visibility and thereby achieve business objectives.• Implementing detailed retail study for launching new branches (9 shops), focusing on regions with low penetration rates & high profitability anticipations.• Successfully launched (VMS) video monitoring system for 40 shops to deliver the highest standards of customer service to make outstanding customer experience & enhance entire retail performance through (VMS) by identifying the hidden mistakes, fraud, wasted time, and customers’ feedback.

Jordan - Amman

- Analyze the needs of training as well as analyze the areas of development in both call Center and Retail shops through KPI’s result, surveys, interview with employees, consultation with managers and customer feedback.- Evaluate instructor’s performance and the effectiveness of training programs, providing recommendations for improvement.- Plan, design, develop, organize and provide training and staff development programs- Develop a monitoring and evaluation strategy and associated tools, including key performance indicators.- Conduct training sessions for the retail team and the call center team as well as other departments and coordinate the needed trainings for the staff through a third party if there is a need for a third party to help workers maintain or improve job skills.- Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, one to one, on job training or lectures.- Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.- Ensure the tracking of overall departmental performance against specified KPIs and report this information’s and how it could be enhance through training.- Install and run the online training for the distant shops.- Coordinate & work with other departments on certain projects and requirements that will improve & develop the department’s performance.- Managing processes and ensure work compliance of the company policies and standards for the retail shops and the call center to achieve the department targets.- Developing the career bath for retail shops staff and call center staff.- Providing strategic and operational direction to the retail department & Call Center, so that the company’s financial and market share related objectives are met.

Amman

- Enhance entire retail performance through VMS (Video Monitoring System) / identifying the hidden mistakes, fraud, wasted time, customers’ feedback.- Monitoring the quality of service in 40 shops (175 employees) and generating reports regarding this matter.- Provide training direction, motivation, encouragement for the retail team.- Explain and enforce rules, procedures and regulations to the retail team to maintain the standards of the company.- Train employees on the M&E (monitoring & evaluation) best practices, and ensure compliance to policies and procedures.- Review and chart workflow procedures for key programs and services.- Conducting the process and the structure of the retail quality monitoring system.- Retial Shops employees’ development and training (continual program).- Successfully launched shops hot line / help desk center at the back office of the company.- Maintain and improve program and service quality by examining compliance with required. operating procedures, by monitoring the implementation of programs and services, by investigating customer complaints and proposing solutions; and by collaborating with other members of management and staff to develop new programs and services, as well as new quality procedures, as required.

Jordan - Amman

- Drove sales, profitability and customer satisfaction scores by providing outstanding customer service & arranged for publicity through attractive promotional and advertising campaigns to maximize retail sales of all outlets.- Managing the shops team and operations, attain high quality performance, and maintain excellent image.- Provided action plan for the shops on quarterly basics as well as incentive programs for shops employee in order to ensure top sales goals and profit goals are met.- Providing Weekly market place trend feedback on Opportunities / Competitors activity through conducting regular market visits.- Plan special sales promotion that aims to increase sales in order to achieve the targets. - Managing stock inventory process and stock loss prevent best practice.- Managing Retail shops Health & safety maintenance and renovation guide line by company brand standard. - Ensure all vacancies are filled with proper caliper in addition to train and promote the shops & call center team within the allocated budget. - Allocating financial resources and operating within specified limits and guidelines to ensure best resources utilization. - Coordinate with the marketing department to ensure marketing aspects & tools are provided to the shops to increase brand visibility and thereby achieve business objectives.- implementing detailed retail study for launching of new branches( 9 shops ), focusing on regions with low penetration rates & high profitability anticipations.- Successfully launched shops hot line / help desk center at the back office of the company.- Successfully launched (VMS) video monitoring system for 40 shops to deliver the highest standards of customer service to make outstanding customer experience & enhance entire retail performance through (VMS) by identifying the hidden mistakes, fraud, wasted time, customers’ feedback.- Plan and organize in coordination with the HR Employees’ training and development.

Jordan - Amman

- Managing the shops staff and performing regular inspection visits to all shops to insure control, high quality performance and maintain high level of company image (8 shops). - Providing action plan for the shops on quarterly basics.- Maintain high level of the company image in the shops (visible and non-visible).- Manage shops stock to insure zero variances.- In charge of shops renovation and all the process related to this operation. - Leveraged the company’s market image and position through effective management of the shops as well as the high standard of customer service. - Successfully launched the EMP (employee motivation program) such as employee of the month, best seller. Recruited & evaluated staff through organized periodic trainings to effectively achieve desired sales in consonance with organizational objectives.

Jordan - Aqaba

- Played a vital role in launching one of the largest retail shops at Orange (Aqaba, Jordan).- Launched the corporate service shop in south area of Jordan (Aqaba).- Managing the VIP customers of south area.- Managing the shop staff and company resources (within the shop) to attain the shop goals (sales and quality of service).- Managing the shop stock and the employee stock to insure zero variances.- Train the shop staff (7 persons) for any new promotion, process, and system update to improve business performance and targets achievement.- Drove sales, profitability and customer satisfaction scores by providing outstanding customer service, specially the VIP customers and large accounts.- Liaised with several departments for smooth execution of day to day operations of the center whilst maintaining excellent lines of communication between the shop staff / customers.- Responded to inquiries/ complaints from customers to ensure optimal levels of service and long term business relations.- Providing the upper management with weekly reports regarding the customer’s feedback and the market trend.- Motivating the team to achieve the sales and quality target.

Jordan - Aqaba

- Managing the daily stock and cash (operation stock and cash).- Achieving the monthly target (sales and quality).- Handling customers complain and inquiries.- Assist the VIP customers with their requests and inquiries. - Maintain the service level (average of waiting time, handling time) within the company standards.

Jordan - Aqaba

- To undertake front desk duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.- To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.- Deal with guest requests to ensure a comfortable and pleasant stay.- Assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible. - Responsible for accurate and efficient accounts and guest billing processes.- Ensure that all reservations and cancellations are processed efficiently.

Jordan - Aqaba

- Greeting, registering, and assigning rooms to guests.- Answered telephonic and in-person queries related to hotel services and resolved any issues.- Processed guests’ check ins and outs.- Completed room, restaurant bills and payments.- Assisted guests’ in storing valuables in secure deposit box.- Handling the walk-in customers.

Jordan - Aqaba

- Dealing with customer enquiries about the availability and cost of vehicles.- Taking bookings and explaining the terms of rental or leasing agreements.- Making contracts and paperwork with the customer and taking payments.- Showing customers to their vehicle and pointing out any bumps, scrapes or special features.- Checking mileage and inspecting for damage when vehicles are returned.- Providing ongoing service and sales support to the leasing accounts.

Bachelor'S Degree, Marketing, Very Good

Diploma, Hotel Operation And Management