Mohamad Al-Sharaf

Manpower Supplier & Security Solutions:

Manned Security / Facility Management / Outsourcing Services

• Established and cultivated solid business relationships with new or existing customers.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Interpreted sales and pricing policies to departmental personnel and customers.
• Met with clients, delivering presentations and educating on product and service features and offerings.
• Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities.
• Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
• Reviewed customer service agreements for terms and conditions pricing and accuracy.

Responsible for planning, developing and managing overall (EITC - du) Call-Center (Tele Sales and Retention) strategy. In addition, to prepare and provide the required resources such as manpower, tools, equipment, and procedures of du call center, as well as tracking, measuring and reporting overall project productivity and efficiency in order to increase profit as well as number of sales. Proudly to mention that the client's (EITC - du) performance increased by 100% and the profit increased 400% by:

• Providing structure and control of the project environment so that agreed activities will produce right services to meet customer's expectations
• Initiating and develop project plan according to ongoing situations
• Defining and managing scope of each team member.
• Conducting proper time management in terms of team schedule, timings, and role that meet project activities and requirement.
• Setting and controlling project budget within the planned and estimated cost.
• Identifying quality parameters and making sure all teams are aware and applying them.
• Identifying project's human resource needs in order to select, build and develop the project team.
• Creating proper and effective communication process that easily allow to manage and control team and stakeholder communications.
• Backup plans have been set and design in case of internal or external situations occurred
• Each team member has clear job description to perform and well-equipped with all required access, knowledge, training in order to be self driven and perform the task perfectly.
• Identifying Client's requirement and needs in terms of targets & KPIs, and work closely with the team to achieve and meet the expectations.
• Day to Day Managing, Monitoring operation to get maximum productivity and providing constructive action plan.
• Resolved conflicts and negotiated mutually beneficial agreements between parties

Main Role is to link the gaps between the brand and customers by ensuring that customer experience is engaging, efficient, and effective and making sure that customer satisfaction and loyalty rates increase, gaining more recommendations from those customers.

• Managing 5 teams, total of 40 employees and 2 supervisor coordinating with all divisions in order to resolve customer's issues in speed and qualified manner.
• Managing communication made for TNPS detractor getting their feedback, ensuring their satisfaction
• Develop objectives for the Call Support Center ’s day-to-day activities
• Manage resource planning to maximize the productivity.
• Responsible for quality & performance Monitoring of the Services Support Center
• Review and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
• Preparing progressive monitoring reports (simplified weekly reports and comprehensive monthly reports)
• Manage risks and Backup plans have been set and design in case of internal or external situations occurred.
• Dealing with change management.
• Daily dealing with the technical team and other stakeholder such as in the Technology Department and Service Development Departments, including submitting and following up the invoices, participating in ad hoc meetings/discussions, etc.
• Key person and decision maker during the meetings

Main role is to manage the du's social media team by answering customer's inquiries as well as resolving the complaints. Proudly to mention that du has been ranked number one in Technical support over Social Media in Middle East

• Analyzed marketing plan and social media strategies to identify strategic weaknesses and make recommendations for improvements.
• Perform research on current benchmark trends and audience preferences
• Design and implement social media strategy to align with business goals
• Collaborate with other teams, like marketing, sales and customer service to ensure brand consistency
• Increased customer engagement through social media.

Handle Issues and problems in an efficient way and identifies the root cause of incidents and reports it to the Management as well as to relevant department.

• Managing lifecycle of all problems.
• Preventing incidents from happening.
• Minimizing impact of unavoidable incidents.
• Making temporary solutions (workarounds) available to incident management.
• Developing final solutions for known errors.
• Performing trend analysis of important services or historical incidents.

• Lead and Establish open and professional relationships with team members to achieve quick resolutions for various issues.
• Mentored and guided employees to foster proper completion of assigned duties.
• Coached and Train team members in customer service techniques, providing feedback and encouragement toward reaching goals.

• Perform first layer troubleshooting and support to resolve issues for du clients (T.V Cable, Internet Connection and Telephone landline) with high level of service.