Ruba Yousef
Dubai,UAE
Summary
Results-driven Retention and Sales Manager with 8+ years of experience in telecom, customer experience, and revenue growth. Proven ability to lead high-performing teams, improve retention strategies, and exceed KPIs. Strong background in customer lifecycle management, sales optimization, and team leadership.
Overview
11
11
years of professional experience
Work history
Retention & Sales Manager
Derby Group
Dubai , UAE
03.2024 - 02.2026
- Lead and manage retention and sales operations, driving revenue growth and improving customer lifetime value
- Develop and execute retention strategies that reduced churn and strengthened long-term customer relationships
- Manage, coach, and motivate a high-performing team, ensuring consistent achievement of KPIs and targets
- Design and implement upselling and cross-selling initiatives to maximize revenue per customer
- Monitor performance metrics, analyze trends, and translate insights into actionable improvement plans
- Collaborate with cross-functional teams (Operations, QA, Training, and Commercial) to enhance customer experience and process efficiency
- Ensure compliance with company policies while maintaining high standards of service quality and customer satisfaction
- Lead performance reviews, feedback sessions, and development plans to support team growth and retention
Dubai, UAE | Project-Based (WGS, 1B, Government &
C-Zone – Public Relations & Media Coordinator
Dubai , UAE
09.2024 - 02.2026
- Coordinated public relations and media activities for high-profile projects and events, including government and corporate initiatives
- Managed media relations by distributing press materials (interviews, articles, videos, photographs, and infographics) to local and regional media outlets
- Scheduled and coordinated media interviews with official spokespeople and key stakeholders
- Prepared media plans and compiled anticipated news stories aligned with project objectives
- Monitored media coverage and produced comprehensive post-event media reports and coverage analysis
- Coordinated with internal teams and external partners to ensure smooth execution of media activities
- Supported content development for social media platforms under management supervision
Customer Experience & Survey Team Leader
Emirates Integrated Telecommunications Company "du"
, UAE
08.2021 - 03.2024
- Led and managed teams of up to 20+ customer experience and telesales agents, ensuring consistent achievement of KPIs and service standards
- Coached, mentored, and developed team members through regular performance reviews, feedback sessions, and targeted training plans
- Improved customer experience and survey results by analyzing customer feedback and implementing corrective action plans
- Collaborated with Customer Experience, Marketing, and Commercial teams to review campaign performance and optimize sales and service processes
- Built monthly business cases based on combined customer and agent feedback, presenting insights and improvement recommendations to senior management
- Handled complex and escalated customer cases, ensuring timely resolution and customer satisfaction
- Supported revenue growth by aligning team performance with sales campaigns and retention initiatives
Quality Assurance Analyst
Emirates Integrated Telecommunications Company "du"
, UAE
06.2018 - 06.2020
- Monitored and evaluated customer interactions to ensure compliance with quality standards, policies, and regulatory requirements
- Analyzed call trends, performance gaps, and root causes, providing actionable insights to Team Leaders and management
- Developed and maintained quality evaluation criteria to support consistent performance measurement
- Led calibration sessions with stakeholders to align on quality benchmarks and best practices
- Generated detailed quality performance reports, highlighting trends, risks, and improvement opportunities
- Partnered with training and operations teams to support coaching initiatives and continuous performance improvement
- Contributed to process enhancements that improved service quality and customer experience
Telesales Specialist
Emirates Integrated Telecommunications Company "du"
, UAE
10.2017 - 05.2018
- Contacted prospective and existing customers to promote telecom products and services, consistently meeting and exceeding sales targets
- Delivered clear and persuasive product presentations, effectively handling objections and closing sales
- Supported revenue growth through upselling and cross-selling initiatives aligned with campaign objectives
- Maintained accurate customer records and ensured compliance with company policies and quality standards
- Resolved customer inquiries and issues professionally, contributing to improved customer satisfaction and loyalty
- Collaborated with team leaders and quality teams to improve sales techniques and performance outcomes
TV Presenter
Al Ruwad TV Channel "RBC TV"
, UAE
07.2016 - 01.2017
- Presented live and recorded television programs, delivering engaging and professional on-air content
- Conducted interviews with guests and public figures, ensuring clear messaging and audience engagement
- Researched topics and prepared scripts and talking points for programs and segments
- Covered events and reported news in alignment with editorial guidelines
- Represented the channel professionally on-air and across social media platforms
Administrative Assistant
American University in the Emirates
05.2015 - 06.2016
- Provided administrative and clerical support to academic departments, including scheduling meetings, preparing reports, and managing documentation
- Coordinated appointments and assisted with daily office operations to ensure smooth departmental workflow
- Supported students with inquiries related to classes, registration, and general orientation
- Contributed to the University Media Center by supporting news and social media projects and assisting with content coordination
Education
Green Belt Six Sigma - Business
Wise Learning
Dubai 01.2026 -
Bachelor Degree - Media & Mass Communication
American University in The Emirates
Skills
Leadership & Management
- Team Leadership
- Performance Coaching
- Staff Motivation
- Revenue Growth
- Retention Strategy
- KPI Management
- Cross-selling & Upselling
- Process Improvement
- Customer Experience
- Data Analysis
Languages
Arabic
Native
English
Fluent
Timeline
Green Belt Six Sigma - Business
Wise Learning
01.2026 -
Dubai, UAE | Project-Based (WGS, 1B, Government &
C-Zone – Public Relations & Media Coordinator
09.2024 - 02.2026
Retention & Sales Manager
Derby Group
03.2024 - 02.2026
Customer Experience & Survey Team Leader
Emirates Integrated Telecommunications Company "du"
08.2021 - 03.2024
Quality Assurance Analyst
Emirates Integrated Telecommunications Company "du"
06.2018 - 06.2020
Telesales Specialist
Emirates Integrated Telecommunications Company "du"
10.2017 - 05.2018
TV Presenter
Al Ruwad TV Channel "RBC TV"
07.2016 - 01.2017
Administrative Assistant
American University in the Emirates
05.2015 - 06.2016
Bachelor Degree - Media & Mass Communication
American University in The Emirates