Alaa Kiwan
Procurement
Dubai
Summary
Expert in Procurement, Sales, and Customer Service, with nearly two decades of progressive experience in the telecommunications sector. My journey through these critical departments has equipped me with a unique blend of strategic vision and practical know-how, enabling me to drive customer satisfaction, sales growth, and operational excellence. As a seasoned professional, I excel in fostering team collaboration, spearheading innovative solutions, and navigating the dynamic telecommunications landscape to deliver results.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Marketing And Commodity Purchasing Buyer
SYRIATEL MOBILE TELECOM
8 2016 - 1 2024
- Managed end-to-end procurement processes, including sourcing, supplier evaluation, and contract negotiation.
- Collaborated with cross-functional teams to ensure timely delivery of materials and services.
- Developed and maintained strong relationships with suppliers to optimize pricing and quality.
- Contract Negotiation: Skillfully negotiate terms, pricing, and service-level agreements.
- Win-Win Solutions: Aim for outcomes that benefit both, Syriatel and suppliers.
- Achieved cost savings of 15% through strategic sourcing initiatives.
- Aware of procurement software Oracle.
Debt Collection Representative
SYRIATEL MOBILE TELECOM
01.2012 - 08.2016
- Made daily calls 100+, to address customers inquiries and concerns.
- Completed duties to deliver on targets with accuracy and efficiency.
- Successfully collected amounts from very old more than 10 years Data by building rapport and offering flexible payment options.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted in training new hires and offered ongoing support to help them reach their full potential
Sales Representative
SYRIATEL MOBILE TELECOM
01.2007 - 12.2011
- Provide excellent service to sub dealers to ensure availability of Syriatel product shop and support increase of sales and market share.
- Product Knowledge by demonstrated in-depth knowledge of Syriatel products and services to effectively address customer needs.
- Achieved Sales Targets Consistently by meet or exceeded monthly sales quotas.
- Increased sales revenue by 20% within the region under my responsibility.
- Produce and share new ideas emerged from customers needs or complaints to develop Syriatel products, and ensure customer satisfaction.
Call Center Representative and In Charge
SYRIATEL MOBILE TELECOM
06.2005 - 01.2007
- Handled inbound calls, addressing customer inquiries, troubleshooting issues, and providing solutions.
- In charged a nightshift team of call center agents, ensuring adherence to quality standards and KPIs.
- Monitored call volume, average handling time, and customer satisfaction scores.
- Updated customers on special offers and promotions for increased revenue.
- Handled customer queries focused on first-call resolution.
- Received over 300+ calls from customer on daily basis.
Education
Master of Science - Business
Syrian Virtual University
SYRIA 04.2021 - 04.2024
Master of Arts - English Translation
DAMASCUS UNIVERSITY
SYRIA 04.2016 - 04.2020
Skills
Communication Excellence
Customer Relationship Management
Operational Efficiency
Project Management
Team Building & Leadership
Innovative Problem-Solving
Communication Excellence
Team building
Accomplishments
Certificate in Technical Institute for Business Administration and Marketing.
Certificate in MCSA (Microsoft Certified System Administrator).
Timeline
Master of Science - Business
Syrian Virtual University
04.2021 - 04.2024
Master of Arts - English Translation
DAMASCUS UNIVERSITY
04.2016 - 04.2020
Debt Collection Representative
SYRIATEL MOBILE TELECOM
01.2012 - 08.2016
Sales Representative
SYRIATEL MOBILE TELECOM
01.2007 - 12.2011
Call Center Representative and In Charge
SYRIATEL MOBILE TELECOM
06.2005 - 01.2007
Marketing And Commodity Purchasing Buyer
SYRIATEL MOBILE TELECOM
8 2016 - 1 2024