Experience: Sales & Purchasing Manager | Luggage IndustrySaudi Arabia | Eagle Express, Tom Cruiser, European Tourister

In my role as Senior Manager, I oversee a robust portfolio of key client accounts, acting as the primary contact for order management and customer support. My focus on strategic sales initiatives has resulted in a 30% increase in overall revenue during my tenure.I plan and execute comprehensive marketing campaigns across major retailers such as Lulu, Nesto, Panda, Carrefour, Danube, and Othaim Hypermarket. Utilizing various channels—including digital advertising, social media, and retail promotions—I’ve successfully driven customer engagement and increased brand visibility, resulting in a 25% boost in sales from marketing activities.I manage the brand’s e-commerce presence, optimizing product listings and enhancing user experience across our official website and third-party retailers. Through targeted digital marketing strategies, I have increased online sales by 40% year-over-year.By analyzing customer feedback, sales data, and market trends, I gain valuable insights into consumer behavior, enabling informed product development and refined marketing strategies. My collaboration with clients has led to the identification of upselling and cross-selling opportunities, expanding product offerings and enhancing customer satisfaction.

Led a high-performing team managing an $80M direct-to-consumer business for premium homeware brands, achieving 44% YOY revenue growth and 36% increase in traffic.Strategically negotiated contracts with key hypermarkets including Lulu, Nesto, Panda, Carrefour, Danube, and Othaim, enhancing brand presence across major retail channels.Established and nurtured valuable partnerships with online platforms: NOON.com.sa, and AMAZON.sa, resulting in increased market share and customer reach.Generated 150,011.64 SAR in new accounts within 6 months through targeted sales initiatives and relationship building.Resolved logistics challenges that led to additional orders from existing customers, demonstrating problem-solving and customer-centric strategies.Developed comprehensive market analyses to inform product strategy and optimize e-commerce performance, driving revenue growth through data-driven insights.Conducted strategic vendor visits to create tailored assortment plans, collaborating closely with buyers to align with market demands and consumer preferences.

Command centre operations end to endROLES & RESPONSIBILITES:• Identify misclassified low priority incidents ensuring that the incident priority is upgraded and addressed accordingly, based upon its updated criticality.• During business break down, implement traffic flip (F5 INT &EXT load balancing tools and Akamai) to ensure business continuity. • Monitoring tools like Keynote, SFMT, Batch (Mainframe) and Tivoli Workload scheduler.• Being in constant touch with command center & monitoring valid alerts.• Downgrade incidents that have been misclassified as critical ticket, to prevent the critical resolution process from being inappropriately initiated.• Contribute to the Problem management process.• Assist with the authoring of significant incident communications and ensuring that these communications are distributing to the appropriate parties.• Directly support significant incident response efforts by initiating conference bridges, engaging all required business technology members, and Escalating to required management contacts as directed by the Incident Manager.• Handling RRTs and updating the SOPs/ KB’s if required. • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional. • Assisted in training new coworkers with the Incident Management problem process. AWARDS/ ACHIEVEMENTS:• Awarded for the innovative idea to reduce bulk ticket generated by service now.• Awarded for completing the Major Migration (Traffic flip).

To pursue a position utilizing my six years of experience managing the Infrastructure Operations for providing innovative solutions to extensive range of system administration challenges.• Monitoring more than 15000 physical servers, virtual servers, Network devices, storage devices using BPPM Console. • Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/ other service lines based on the scope.• Handling Incident Management, handling Major/Critical/High Outages, Monitoring entire infrastructure using various monitoring tools and providing support 24X7.• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.• Vendor management for all the hardware. Call logging with vendors/tracking/closing. • Managing Incidents and Service Request from Customers and other teams. • Focus on handling high priority escalation issues. • Responding to incidents and working on them within SLA timelines. • Good exposure towards tools such as Remedy, BPPM.• Generating weekly and monthly outage\performance reports and provided to senior management as well as client management.• Monitoring of NAS and SAN environment.• Handling Performance based issues (CPU , Memory , Disk Space)• Database and Root Cause Analysis report.• Escalate complex problem to appropriate support specialists • Active Disaster Recovery Coordinator whenever a Failover is required.

sales and upselling - tech supportRole of a consultant that requires a combination of sales and technical expertise with regards to a Computer (Desktop, Portable and other computer peripherals). A very challenging environment with an everyday target of minimum 25.00% conversion, 85.00% Resolution and >90.00% Customer Satisfaction.1. Awarded the Best Technician for the month of Apr, May, Jun & July 20112. A Special Task Team – ACEP – Agent Capability Enhancement Program3. Mr. Consistency Award for Quarter Dec, Jan & Feb 2012

Responded to telephone inquiries and complaints using standard scripts and procedures.Gathered information, researches/resolves inquiries and logs customer calls.Communicated appropriate options for resolution in a timely manner.Informed customers about services available and assesses customer needs.Provided functional guidance, training, and assistance to lower-level staff.Provided assistance, training and troubleshooting support to staff.Prepares standard reports to track workload, response time and quality of input.