CMO

• Apr 2022 - Present

Business Development Manager

• Dec 2021 - Present

• Lead generation • Identifying new Business opportunities across the Middle East • Researching in growth areas, trends, customers, partnerships, products and services • Discussing sales and marketing strategy with the marketing team• Presenting monthly reports with C-Level executives

IT Service Delivery Lead

• Jan 2020 - Mar 2021

• Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes; responsible for 8 SLAs for 15,000 calls per month• Managed customer grievances, resolving queries & issues within SLA’s, advising alternate solutions to problems and ensuring adherence to SLA’s• Resolved incidents, problems, and implemented best practices in change management • Ensured that the goals of the Incident Management process are achieved; • Managed escalation of Service Desk, Technical Services and CCTV Team • Generated and maintained Business reports and presented in IT Services Monthly meetings• Developed and maintained positive client relationship at all levels with existing Key Business users • Gathered software requirement from Business/Store users and coordinating with IT Software development teams and fulfilling Business requirement • Facilitated all project communication with Business stakeholders & IT Support teams(status report, status meeting and presentation)• Administered array of project operations such as planning & scheduling, resource allocation while providing technical direction and ensuring compliance with quality standards; tracking and reviewing activities to ensure project deliverables met project objective

Service Desk Manager

• Jan 2017 - Jan 2020

• Headed Service Desk Operation across GCC, team size 4• Prepare ROTA and ensured 100% staff availability during Business hours• Monitor incident records to ensure timely resolution of problems and achieved SLA 95%• Defined, created and implemented 9 processes and minimized repeated calls and problems • Managed IT Purchase request of IT Hardware and Software as per Business requirement • Coordinate with vendors Jumbo, Du and Etisalat for onboarding a product or service • Represent Service Desk Team in monthly meetings with C Level executives• Meet key Business users in all locations to gather feedback and enhance IT Services

Technical Specialist

• May 2011 - May 2015

• Create domain user account in Active Directory and add necessary roles • Configure outlook account, printer, network drive and install software for new users• Troubleshoot PC Hardware and Software issues raised by the end user and resolve on time• Created knowledge based article for troubleshooting and stored in centralized repository • Responsible for asset management database and perform cross validation yearly once• Coordinate with Level 2 and 3 teams for various technical issues and resolve problems

Senior Sustomer officer

• Feb 2009 - Mar 2011

• Telemarketing campaign, holiday package sales over the telephone and email • Close sales call for the Level 1 team members and explain product detail to customers • Process credit card payment and refunds based on the customer interest• Generate leads based on customer referrals and covert 20% to possible sale • Educate customer how to avail maximum discounts at the properties through holiday package • Manage website on the latest offers and revised package policies from the client end

Technical Support Executive

• Oct 2006 - Dec 2008

• Troubleshoot HP Laptops, Desktops, printers issues over the phone and remotely • Guide customer to reinstall Operation System and setup MS windows • Setup Disk Drive partition, printer, camera, home router and home network • Up sell Hardware warranty packages, Desktops and Laptops on every resolved calls• Awarded as a best performer agent for achievement on CSAT and sales target • Troubleshoot HP Laptops, Desktops, printers issues over the phone and remotely • Guide customer to reinstall Operation System and setup MS windows • Setup Disk Drive partition, printer, camera, home router and home network • Up sell Hardware warranty packages, Desktops and Laptops on every resolved calls• Awarded as a best performer agent for achievement on CSAT and sales target