Experience

Alarabia Group

• Egypt
• Wholesale
• 100 - 200 Employee

• After Sales Service Director

  • Oct 2019 - Present

  Job responsibilities.- Establish and initiate after sales service and quality sector serving CE, MDA and SDA products.- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.- Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.- Spare parts planning and management.- Create a culture and processes that achieve the business goals and objectives concerning their customer service.- Improve NPS, CSAT and Enhance the First Call Resolution or other Customer Metric.- Select, evaluate and manage service providers and subcontractors.- Identify new tools and technologies to better serve the customer.- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.- Act as the Voice of the Customer across the organization.- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.- Define, negotiate and agree the effective utilization of resource in line with service specifications, and to plan the required resource in conjunction with business objectives and service level agreements.



eXtra (United Electronics Co.)

• Saudi Arabia
• Retail
• 700 & Above Employee

• GCC - Services Manager

  • Apr 2005 - Aug 2018

  GCC - Services Manager Feb 2013 – Aug 2018Smart Products Services Manager Feb 2011 – Feb 2013National PC Services Manager Feb 2008 – Feb 2011MRI Regional Manager Oct 2005 – Feb 2008PC Services Regional Manager Apr 2005 – Oct 2005Job responsibilities.- Oversee business operations, including: business development, growth management, profit and loss management, staff management, marketing, branding, and budget management. - Adapt strategy to changing conditions in order to fit the market situation and manage competing demand. - Manage service network through 43 remote technical outlets and 4 main technical centers across all territories “Saudi, Bahrain and Oman”.- Planning and implementing processes and procedures for optimum utilization of work force and equipment. - Tracking expenditures to ensure compliance with approved budget.- Demonstrate knowledge of market and competition to subordinates. - Identify external threats and opportunities to management.- Evaluate existing services and procedures and recommend improvements as necessary to support the company goals.- Create and implement new services- Look for ways to improve and promote the quality of Force247 services.- Develop and implements the service level agreement regulating the relation between Force247 and the vendors.- Monitor the performance of the Force247 functions in terms of quality of service and continuously tracks the Force247 KPI’s and resolve related gaps.- Manage and solve all personnel related issues affecting staff retention and improve their moral.- Improve Force247 team hard and soft competences.



CompuMe

• Egypt
• Retail
• 100 - 200 Employee

• PC Clinic Manager

  • Sep 2001 - Apr 2005

  Job responsibilities.- Assist the operation manager in building profitable PC Clinic activities.- Build a coherent and trustful PC Clinic team.- Develop a PC Clinic customer support strategy to achieve high level of customer satisfaction and loyalty.- Work closely with sales advisor and corporate sales team to promote PC Clinic services and provide needed technical support.- Attend to customer complaints and review periodically customer survey and complaints report to introduce necessary changes and corrections in purpose to improve service.- Review daily PC Clinic performance reporting on new logs, delivered units and outstanding units and reasons.- Initiate and control the RMA procedures and ensure that they are timely returned to customers.- Meet weekly with the PC Clinic team and discuss challenges, solutions, new services, and relationships with suppliers, internal policies and procedures.- Review daily, weekly and monthly PC Clinic performance analysis and highlight weaknesses and ensure that corrective actions are established.- Continuously seek technical skills development for the PC Clinic staff.



APPLE PIE “Authorized Apple Macintosh distributor”

• Maintenance Supervisor

  • Jan 1997 - Sep 2001

  Job responsibilities.- Supervise and evaluate the performance of technical team.- Evaluate budget performance in comparison with actual sales and discuss variations with the maintenance manager.- Train technical team to be able to provide high level of service to maintain customer satisfaction.- Daily track and review new Job orders, delivered units and outstanding units and reasons.- Coordinate with suppliers and other repair centers for under warranty items and try to commit best timing for customer.- Oversee external activities: On-Site, In-house repair and Maintenance contracts.- Follow up customer technical repair status and ensure that customer advised with progress.



NATIONAL GROUP COMPANY − NGC

• Senior PC Technician

  • Jan 1994 - Jan 1997

  Job responsibilities.- Attend to customer technical enquiries regarding technical repair.- Continuously update skills to be able to provide high level of service. - Assemble, Install, configure, upgrade and troubleshoots operating systems, software, hardware, network infrastructure and peripherals such as printers, scanners and related hardware- Ensure that customer leave company with clear understanding regarding their technical problem, necessary repairs, estimated cost and time to collect their item,