Shahbaa Ahmed
Dubai,UAE
Summary
Motivated and results-driven professional with over 10 years of experience in sales, team leadership, operations, and customer service within the telecommunications and tourism industries. Proven track record of leading high-performing teams, improving processes, and delivering excellent customer experiences. Skilled in managing retail branches, training staff, organizing events, and guiding clients through exceptional service journeys. Strong communicator, fast learner, and passionate about building positive relationships and driving success in every role.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
SOP Project Manager
Axiom Telecom (Agent for du Telecommunications)
Dubai, UAE
06.2021 - 06.2022
- Spearheaded the design, development, and implementation of Standard Operating Procedures (SOPs) to enhance operational efficiency across multiple du retail branches.
- Delivered training sessions and workshops to ensure smooth adoption and understanding of newly implemented procedures by all branch staff.
- Ensured all retail operations adhered to du’s service standards, quality metrics, and customer satisfaction targets.
- Monitored KPIs and conducted regular audits to evaluate SOP effectiveness and make continuous improvements.
- Conducted detailed process mapping and gap analysis to identify inefficiencies and areas for standardization within sales, customer service, and back-end operations.
Branch Manager
Axiom Telecom – DU Franchise
Dubai, UAE
01.2020 - 06.2021
- Oversaw the complete operations of the du retail branch, ensuring seamless customer experience and adherence to company standards.
- Led, coached, and inspired a diverse team of sales executives, team leaders, and support staff to meet and exceed sales and service KPIs.
- Managed inventory, cash handling, staff scheduling, and store merchandising in compliance with Axiom and du guidelines.
- Developed and executed local sales strategies to drive revenue growth and boost market penetration for du products and services.
- Ensured full compliance with operational procedures, regulatory requirements, and du activation protocols.
- Acted as the key liaison between Axiom head office, du management, and front-line staff to streamline communication and drive business goals.
- Handled customer escalations, VIP clients, and complex service requests with efficiency and professionalism.
- Analyzed performance reports to identify areas for improvement and implemented data-driven solutions for growth.
Team Leader
Axiom Telecom – DU Franchise
Dubai, UAE
11.2018 - 01.2020
- Led and motivated a team of [15] sales executives to exceed monthly and quarterly sales targets for du mobile and home services.
- Oversaw daily operations, sales performance, and team productivity in high-traffic retail environments.
- Trained, coached, and mentored team members on sales techniques, customer service standards, and product knowledge.
- Maintained detailed reports on sales metrics, team performance, and customer feedback for upper management.
- Took charge of escalated customer concerns to deliver quick, effective, and satisfactory resolutions.
Sales Executive
Axiom Telecom, DU franchise
Dubai, UAE
03.2017 - 11.2018
- Acted as a front-line representative of du Telecommunications, providing expert consultation and tailored mobile and home service solutions to individual and corporate customers.
- Consistently achieved and exceeded monthly sales targets across mobile postpaid, prepaid, broadband, and value-added services.
- Managed end-to-end sales process including customer onboarding, documentation verification, and activation.
- Utilized CRM systems to track leads, update customer information, and follow up on sales pipelines.
Freelance Tour Guide
Freelance
Alexandria, Egypt
01.2015 - 12.2016
- Led private and group tours to historic and cultural sites across Egypt.
- Made sure guests were safe, comfortable, and happy during the tour.
- Welcomed people from different countries and made their visit special.
- Shared interesting facts and stories to bring each location to life.
Event Organizer (Part-time)
ICOM
Alexandria, Egypt
01.2011 - 12.2015
- Helped plan and manage local events and activities.
- Worked with vendors, speakers, and locations to make sure everything went smoothly.
- Set up event spaces and helped with registration and guest support.
- Made sure all event materials and equipment were ready on time.
Education
Bachelor's degree - Guiding department
Faculty of Tourism & Hotels, Alexandria university
Alexandria 01.2011 - 09.2016
Skills
- Team leading
- Problem Solving
- Customers oriented
- Results orientated
Languages
Arabic
Native
English
Fluent
Accomplishments
· Best Sales Expert Over Du UAE Stores By Du Vice President Retail Channel.
· Retail Excellence Award from Du and Axiom for best customer experience in Retail Eye Project.
· Recognized by Du CEO for delivering the best customer experience.
Certification
- · Soft Skills – Retail Way.
- Aspire Program (Leadership Skills – Technics)
Timeline
SOP Project Manager
Axiom Telecom (Agent for du Telecommunications)
06.2021 - 06.2022
Branch Manager
Axiom Telecom – DU Franchise
01.2020 - 06.2021
Team Leader
Axiom Telecom – DU Franchise
11.2018 - 01.2020
Sales Executive
Axiom Telecom, DU franchise
03.2017 - 11.2018
Freelance Tour Guide
Freelance
01.2015 - 12.2016
Event Organizer (Part-time)
ICOM
01.2011 - 12.2015
Bachelor's degree - Guiding department
Faculty of Tourism & Hotels, Alexandria university
01.2011 - 09.2016
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