• Apr 2023 - Present

- Led cross-functional teams in the development and execution of operational improvement initiatives.- Identified and analyzed operational inefficiencies, developed action plans, and implemented process improvements to streamline operations and enhance productivity.- Oversaw the implementation of new technologies, including an ERP system, BI Dashboards, and a Mobile App, resulting in improved data accuracy, real-time reporting, and enhanced decision-making capabilities.- Collaborated with the other key senior managers to develop and implement strategic initiatives, including capacity planning, inventory management, and supply chain optimization to drive operational excellence and customer value.- Conducted regular performance reviews, provided feedback, and mentored team members to foster professional growth and development.- Developed and maintained relationships with external vendors and partners to ensure timely delivery of products and services and negotiate favorable terms.- Oversaw the implementation and customization of CRM systems, ensuring seamless integration with existing operations and processes.- Developed and executed comprehensive CRM strategies, enabling personalized customer interactions, targeted marketing campaigns, and improved customer satisfaction.- Analyzed operational and customer data to extract insights, driving data-driven decisions and identifying opportunities for process optimization and enhanced customer experience. Show less

• Aug 2017 - Jun 2023

- Establishing and launching a new department, encompassing CRM and Call Center operations driving enhanced customer service and engagement.- Led the development and implementation of CRM strategies and systems to optimize customer engagement and improve retention rates, resulting in a 16% improvement in customer satisfaction in the first year.- Identified and pursued new business opportunities through market research, competitor analysis, and lead generation, leading to a 1,440% increase in service centers' upselling within the first year.- Built and maintained strategic relationships with key clients, industry partners, and stakeholders, negotiating contracts, and closing high-value deals.- Conducted data analysis to extract actionable insights, enabling targeted marketing campaigns, personalized communications, and effective customer segmentation.- Oversaw the implementation, customization, and integration of CRM systems, ensuring seamless integration with existing systems, data flow, and efficient processes.- Collaborated with cross-functional teams to develop and implement CRM best practices, policies, and procedures to ensure data integrity and compliance with privacy regulations.- Provided training, guidance, and support to the sales, marketing and after-sales teams, maximizing the utilization of CRM tools and features.- Developed and updated the company's Authority Matrix, Standard Operating Procedures (SOPs), KPIs, and Commission Schemes. Show less

• Apr 2016 - Jul 2017

- Developed, planned, and implemented Keyloop Autoline-Drive (ERP) for key departments, including Finance, Sales, After-Sales, and Spare Parts.- Determined the project scope, established deadlines, assigned responsibilities, and closely monitored project progress.- Ensured the achievement of project milestones and goals within approved budgets.- Took the lead in implementing new organizational processes aligned with the ERP configuration.- Throughout the project, my focus was on effective project management, seamless ERP integration, and driving organizational efficiency through streamlined processes. Show less

• Oct 2014 - Mar 2016

- Analyzing the company's business for all departments and preparing them for the adoption of a new ERP system by suggesting re-engineered processes to enhance business performance.- Designing and recommending flowcharts for the re-engineered processes, as well as developing, updating, and implementing the Standard Operating Procedures (SOPs).

• Feb 2014 - Sep 2014

- Coordinating the operations of the used vehicles department, with a focus on selling trade-in vehicles.- Conducting a re-engineering exercise for a critical process in the company involving the buying, upgrading, and re-selling of vehicles.- Implementing the proposed ideas by coordinating with other department managers to ensure smooth execution.

Business Development Engineer

• Jul 2013 - Jan 2014

- Communicating with international solar panel vendors to successfully introduce their products to the Palestinian market. - Conducting competitive product analysis and market research. - Communicating with international solar panel vendors to successfully introduce their products to the Palestinian market. - Conducting competitive product analysis and market research.

Teaching Assistant

• Jan 2011 - Sep 2012

Tutored and graded third-year students in the following subjects: Engineering Electromagnetic, Electromagnetic Theory, Data Communications and Networking, and Digital Communications. Tutored and graded third-year students in the following subjects: Engineering Electromagnetic, Electromagnetic Theory, Data Communications and Networking, and Digital Communications.

Practical trainee

• Jul 2011 - Sep 2011

Collaborating with different departments and branches of PALTEL, a comprehensive understanding of the organization's scope of work was achieved, with a particular focus on the transmission department. Collaborating with different departments and branches of PALTEL, a comprehensive understanding of the organization's scope of work was achieved, with a particular focus on the transmission department.