Service Coordinator

• Apr 2018 - Present

Innovating new methods in order to minimize expenses and improve productivity. (Change pick up points, Value depends on the dates and the time etc, )Innovating new marketing methods for the business. (Discounts, Combos offers etc)Analyze and review the service line and develop the key to improve it (Transfer and Excursions)Weekly meeting to review the results.I also work as a Traffic Chief at the Airport...Digital Marketing | Google Ads | Social Media Marketing and Advertising | SEO

Transactional Sales Team Manager for Africa & Middle-East at HP Inc.

• Feb 2018 - Apr 2018

-I was covering French Africa, Maghreb region and Israel -Our target was 11 million $ and we were able to be overachieved by 700k (12.709.500$)-I had to leave the country for some personal reasons in my country and I was promised to join Amazon as Manager if I come back to my employer Webhelp ✓ Participate in country HP Business planning exercise (Partner/Customer focus, Coverage considerations, Product/Promotional needs to grow business, etc.)✓ Build, maintain & communicate a strong ambition for the business, team and individuals✓ Ensure the right Process of Management & KPIs to drive the organization's performance against sales goals, strategies & action plans✓ Develop succession planning within the team, to ensure continuous skill set development/growth for the individuals✓ Perform ongoing coaching activities with sales agents, coordinate with coaches where needed in order to drive individual development✓ Deliver team communication in a motivational manner, build team energy✓ Demonstrate strong influencing skills to drive the team, managing change effectively, resulting in a positive outcome✓ Be a role model and make sure everyone follows HP's ethical rules✓ Drive the execution of the sales strategy (HP portfolio, campaigns/initiatives/programs, target markets, partners & customers, sales coverage) through right POM and KPIs✓ Drive the sales pipeline, guarantee forecast/predictability and maximization of margin through the right activities, POM and KPIs✓ Troubleshoot on issues that affect people/team perf & constantly look for new ways to evolve space, driving improvement in sales operation and performance✓ Support HP in sales tactics and action plan to anticipate partner/customer needs to pro-actively provide business recommendations✓ Build a true succession plan to allow individual growth within sales teams

Senior Account Manager

• Nov 2016 - Feb 2018

Senior Account Manager (Corporate, Enterprise & Public Sector) for Middle-East at HP Inc. at HPSenior Inside Sales Representative-I was able to be over achieve 4 Quarters out of 5. -My KPIs were as good as my targets achievement. •The CEP (Corporate, Enterprise and Public Sector) Inside Sales Representative and Account Manager are focused on either developing existing customers or getting new business opportunities out of a defined customer set•The Inside Sales Representative / Account Manager is responsible for the E2E management of his customer's list, including managing identified deals or identifying new opportunities. He/she will need to manage these deals through the full sales cycle and keep an up-to-date pipeline•The Inside Sales Representative role has account responsibility with quota and KPI (Key Performance Indicator) goals• I cover Kuwait, Oman & Yemen for all HP products

Apple EMEA Team Manager

• Oct 2015 - Oct 2016

My team has the best CSATs %, IR %, AHT, Outbound calls %, Logging %, from the 4 teams in the Arabic DepartmentMy team was in the target regarding all the above KPIs 9 times out of 12The role is:•To coach associates•To maintain the quality and efficiency in the Client Service Center by consistently monitoring CSSs transactions•To evaluate CSSs based on monthly performance reports and trends•Assists associates with customer situations by offering guidance and solutions on a daily basis•Monitors at least 1 transaction in cube per associate on a monthly basis to complete the call monitoring system and re-monitors all failed transaction monitoring done by the QA Analysts•Coaches associates according to feedback delivered by the QA Analysts•Meets with the team on a monthly basis to evaluate the monthly results and discuss future goals•Motivates and inspires the team through leading by example, offering incentive opportunities, and developing confidence with each team member•Handles transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrates best practices to CSS•Analyses operational trends and supports the team members to improve their performance•Manages the team, adherence to schedule•Gathers feedback from the CSSs in regards to new/emerging issues and to proceeds to the necessary escalation to the Client•Communicates and being a focal point of dissemination of information from management to team and vice versa•Suggests and informs the Management team on any matters related to improving revenue generation & customer satisfaction in regards to transaction handling and call centre processes•Participates in Daily Supervisor Meetings leading by the ACM to plan, strategize, and review department performance•Participates in ATAC and PSP meetings •Attends the ELP session delivered by the ACM•Completes the SGTs plan•Evaluates CSSs and follows structured action plans for CSSs development

Senior Advisor & Technical Support

• Nov 2014 - Oct 2015

-Proud to say that I was from the Top 5 best performance regarding the CSATs %, IR %, AHT, Outbound calls %, Logging % -Was in target 8 times out of 11.• Senior Advisor (CEMEA) Arabic and English• Deliver superior service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.• Dealing with the most difficult customers and situations.• Supervision joiner team if they making their duties properly. • Receiving complicated issues from the joiner team and working to solve it.• Communicating indirectly with Apple engineers.• Making outbound calls to follow up with the customers and working till the end to get the issue resolved to the customers.• Making outbound calls to follow up with Apple Store or Apple-authorized service provider to determine and solve customers’ issue.• Communicating and response to customers inquiries via official email.• Working on many tools to provide creative solutions to our customers and ensure the satisfaction of our customers.• Making decisions in the most difficult situations to determine satisfaction and quality of the service provided.• Stay current with system information, changes and updates.

Assistant Call Center Manager

• Sep 2012 - Sep 2014

✓ Managing a team of 8 operators.✓ Development of the project ✓ Lead the team to meet the efficiency (AHT, Outbound %, Customers Feedbacks...etc✓ Managing the budgetary of the project http://www.lastminute-transfer.comhttp://www.firstminute-transfer.com http://www.canarian-transfer.com/

Tour Operator

• May 2011 - Sep 2012

✓ The Tour Operator responsible for the E2E management of his customers list, including managing identified deal, bookings or identifying new opportunities. He/she will need to manage these deals or bookings through the full sales cycle and keep an up-to-date pipeline✓ Sale our service to Hotels, Resorts, foreign tourism companies etc...✓ Inbound and outbound calls in (english, spanish, german, french, arabic ...)✓ Book and Sale Customers Flight, Hotels, Transfers and Excursions✓ Organize daily excursions quotas✓ Organize daily excursions guides✓ Organize daily transfers drivers✓ Be ready to recieve Calles from all our hotels providers (delays, compalins, ad people, cancel booking...)✓ Be ready to recieve Calles from all kind of tourists (delays, compalins, ad people, cancel booking...)(http://www.lastminute-transfer.comhttp://www.firstminute-transfer.com http://www.canarian-transfer.com/

Money Transfer

• Feb 2011 - Apr 2011

Translator Assistance

• Jun 2008 - Oct 2010

• Part-time job •Translation from or to all these languages (Arabic, Spanish, English and French)•Sworn interpreter office • Part-time job •Translation from or to all these languages (Arabic, Spanish, English and French)•Sworn interpreter office