Mohamed Al-Bakr
Retail Sales & Customer Experience Manager
Dubai
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Retail Sales & Customer Experience Manager
Etisalat
01.2018 - Current
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and on-going performance assessment of current employees.
- Continually maintained and improved company's reputation and positive image in markets served.
- Devised content strategy to effectively engage target audiences.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Managed budget allocation and resource utilization to maximize marketing ROI.
Business Development Specialist
TAMI
01.2016 - 12.2017
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Used SalesForce to handle current portfolio and prospective leads.
- Expanded customer base by identifying needs, developing solutions and delivering client-centered products.
- Developed business pipeline using cold and warm techniques.
Senior Retail Sales Representative
Etisalat
02.2011 - 12.2015
- Managed day-to-day staffing and handled scheduling for all store employees.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed efficient cash register operations.
- Monitored customers for signs of security concerns and escalated issues to management.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
Logistics Executive
Fedex
02.2010 - 02.2011
- Selected transportation routes to maximize economy by combining shipments or consolidating warehousing and distribution.
- Conducted qualitative and quantitative analysis of logistics operations to pinpoint and correct inefficiencies.
- Oversaw scheduling for day-to-day activities of transportation as well as warehouse employees and contractors..
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Built diverse and consistent sales portfolio.
- Achieved or exceeded company-defined sales quotas.
- Negotiated prices, terms of sales and service agreements.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Set and achieved company defined sales goals.
- Informed customers of promotions to increase sales productivity and volume.
Senior B2B Sales Executive
I2 International
02.2009 - 02.2010
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Exceeded sales goals by implementing aggressive sales programs, overhauling processes and facilitating market development.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Tele Sales Executive
Etisalat
03.2008 - 02.2009
- Opened new accounts and documented personal, demographic, and payment information in system.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Set up appointments with interested customers according to schedule availability.
- Provided information about available products and services, membership details, and purchase advantages.
Education
Bachelor of Accountancy - Accounting
Ain Shams University
Egypt 02.2002 - 05.2007
Skills
Engagement Strategy Development
Relationship Building
Problem-Solving
Self Motivation
Decision-Making
Effective Communication
Customer Relationship Management (CRM)
Performance Evaluations
Time Management Abilities
Adaptability
Professionalism
Excellent Communication
Product Development
Language
English
Arabic
Date Of Birth
02/05/1985
Timeline
Retail Sales & Customer Experience Manager
Etisalat
01.2018 - Current
Business Development Specialist
TAMI
01.2016 - 12.2017
Senior Retail Sales Representative
Etisalat
02.2011 - 12.2015
Logistics Executive
Fedex
02.2010 - 02.2011
Senior B2B Sales Executive
I2 International
02.2009 - 02.2010
Tele Sales Executive
Etisalat
03.2008 - 02.2009
Bachelor of Accountancy - Accounting
Ain Shams University
02.2002 - 05.2007