Experience

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  DeepSource GmbH

  • Egypt

  • General Manager

    • May 2024 - Present
    • Egypt

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  ALHADDAD | الحداد

  • Saudi Arabia

  • Head of Service

    • Nov 2014 - May 2024
    • Saudi Arabia

    • Ensuring business objectives are achieved and customer expectations are delivered in compliance with external regulatory requirements and internal policies and standards.• Ensuring that effective cost management is understood and practiced by the organization.• Providing leadership, direction and management of the Service business, applying a ‘hands on’ approach as required producing solutions to strategic, operational, technical and commercial challenges which may impact on performance and/or service quality.• Implementing business strategies that deliver sustained profitable business performance. • Consistently ensuring that the After Sales Service maintains its strategic focus on the provision of a quality service to customers• Building and strengthening relationships with customers and vendors, influencing and acting as the principal point of communication.• Producing financial business plans for the Service in conjunction with Top management team.• Communicating clearly throughout the organization all corporate, regional and Service business goals, targets and objectives, ensuring each team member understands their contribution to achieving overall success• Developing, mentoring and motivating the Second line management team towards the attainment of clear goals, targets and objectives, encouraging a positive and proactive approach to achieving results in a constructive, team orientated culture.• Ensuring that key positions in the organization are staffed with the caliber of individuals motivated to attain the challenges set them, and support the management team to leverage the potential of, and retain, talented employees. • Ensuring that local talent is developed and mentored to minimize reliance on external labour.• Challenging conventional attitudes, thinking, business processes and methodologies to accommodate the changing commercial and relationship management demands of customers.

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  Saudi Telecom Company

  • Riyadh

  • After Sales Service Director

    • Aug 2013 - Nov 2014
    • Riyadh

    • Maintains the Mission and Vision statements of the After Sale Service Dpt.• Establish and enforce policies and procedures to safeguard the company’s assets.• Creates a customer centric culture within the after sale service dpt.• Manage the service level agreement with the after sale service contractor• Ensure after sale service operating costs are well in line of the benchmarks of the industry.• Manage the productivity of the service centers and hubs• Develop continuously value added services to enhance the after sale service experience and create additional sources of revenue to offset the after sale service operating cost. • Establish and maintain the information system to control the after sale service process, stock and other company assets.• Ensure physical counts are conducted at least on a weekly basis in all the service locations/hubs. • Ensure all physical to book variances are resolved timely. This includes but not limited to raising timely debit notes, following up on the collections from any other party responsible for any loss of stock, loss of company assets, or penalties charged by the manufacturers and vendors.• Manage the access to the information system in line with the company’s policies and procedures of information system security.• Ensure full compliance to the company’s, manufacturers and regulatory archiving requirements.

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  Samsung Electronics

  • Service & Accessories Sales Manager

    • Jul 2009 - May 2010

    Service operation• Setting yearly service strategy • Managing Service Operations KPIs for three partners.• Ensure policies and procedures are adhered to• Planning and running service campaigns• listen to customers voice in the market• Handling major customer complains.Field TEST • Testing new models before launching to the market.• Testing newly released S/W before mass productionProduct Training• Set monthly training plan.• Conduct periodic product training (specs and features)Accessory Sales• Product selection • Product proposal• Control the RRP • Analyzing PSI.• Visiting markets and ensure availability of accessories as well as getting market feedback.

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  Koohiji Group Company industry: Telecommunications

  • Country Operations Manager

    • Jan 2007 - Jul 2009

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  Technocare LLC

  • Country Operations Manager

    • Jan 2007 - Dec 2007

    Key responsibilities:Active and regular management, control and follow up of the front end partners. Scorecard & KPI follow up. Taking necessary actions and ensuring proper follow-up accordingly. Establishing a strong relationship with the partners.Managing Motorola partners (Axiom, Cellucom , Callem ,Sky and I2) Accounts in terms of service development ,warranty claiming, Training and logisticsManaging 2 walk in centers owned by Technocare Managing 32 service collection points in terms of logisticsManage service operation KPIs and Financial performanceImplement and manage the VAS programs across KSA to improve customers' satisfaction and generate extra revenues. Creating short- and long-term departmental objectives in accordance with company goals and strategic plan.

• 

  Ring

  • Regional Service Manager

    • Jan 2003 - Nov 2006

  • Service Manager

    • Jul 2001 - Dec 2002

    Achievements Achieved ISO 9000:2000 certificate from (DNV) for Service centres Achieved ISO 14000:2004 certificate from (DNV) for Service centres Developed the main centres in Egypt ,Tunisia & Algeria to comply with vendors highest standards for service. Won the NOKIA regional competency centre tender for Algeria. Created a customer care program that achieved more than 92% customer satisfaction Derived the customer service centres to be profit centres Key responsibilities:Pre-OperationSet the service organization chart Identifying job description for each position Create procedure manual for service activities hire the needed staff develop initial team to meet the vendor standards Set the service policies that comply with vendors' policies and customer needs. choose the suitable locations for setting up service centres follow up with contactors for civil work needed for service centres Operation managementManaging 20 service centres ( 9 in Egypt,4 in Algeria , 3 in Tunisia ,3 in Pakistan, 1 in Bangladesh ) for NOKIA ,Samsung & Motorola mobile phones, Managing and developing team consists of 120 employees in various activities of service (customer care, repair, technical support, quality management and quality control) in 5 different countries. Allocate proper and up-to-date resources (Human, Equip., Spares, Tools. etc) for new and running service centres. Manage service operation KPIs and Warranty Financial performance. Implement and manage the VAS programs across the region to improve customers' satisfaction and generate extra revenues. Implement vendors' (Nokia, Motorola and Samsung) requirements in terms of service realization, ESD, quality and environmental management. Represent Ring Co. in front of ISO auditors. Represent service department in front of Vendors (Nokia, Samsung and Motorola). Creating short- and long-term departmental objectives in accordance with company goals and strategic plan.

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  Distribution (Subsidiary of Orascom Telecom)

  • Regional service Manager

    • Jul 2001 - Nov 2006

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  Mobile service

  • General Manager

    • Jan 2001 - Jun 2001

  • Quality Manager

    • May 2000 - Dec 2000

  • Service Manager

    • May 1999 - Apr 2000

    Key responsibilities: .Manage 55 employees in different departments of the company(service ,stores, finance, customer care)in a way that achieve maximum customer satisfaction and comply with MOTOROLA and ISO 9001 standards Created and implemented Quality Management system that comply with ISO 9001:1996 standardsAdministrate and develop 5 MOTOROLA Service centres across Egypt

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  Mobile service co

  • Mobile customer care

    • May 1999 - Jun 2001

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  Motorola mobiles distribution

  • Maintenance Manager

    • Nov 1998 - Apr 1999

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  Systel

  • Maintenance supervisor

    • Jan 1998 - Oct 1998

  • Maintenance Engineer

    • Nov 1996 - Dec 1997