Ekram Morcos

Regional Operation Asst MaagerFull Time

• Job Details:• Developing regional strategies (SOP’s), implementing proper plans to improve Business process across region through effective cost and quality control • Identifying primary areas of business based on market and competitor’s surveys and analysis; implementing strategic marketing and business development measures to optimize brand expansion, sales & customer service • Forecast sales opportunities, assign targets, implementing proper achievement plans • Define/ expand existing network coverage across region based on sales figures and geographical areas (Product wise) • Evaluating new potential partner’s readiness, estimating support required to start up partnership and supporting initial operations (SOP, system, network,... etc) • Driving marketing budget per country, initiating new ideas to improve brand awareness and expansion over MENA region (Campaigns … etc) • Conducting regular brand knowledge sessions for dealer’s staff (workshops, trainings ...) • Delivering exceptional customer service and proactively developing customer relations through soliciting feedback and addressing/ resolving customer complaints. • Driving supply chain process improvement with procurement manager, through meetings and regular visits in MENA region • Regular audit visits across MENA region to vendors, suppliers & partners; checking operations, addressing any risky areas and proactive solutions • Improving strategies based on market surveys measuring brand competiveness • Enabling clear and understood communications between company and partners • Monitoring Region’s KPI achievements, setting up improvement plans when required • Preparing, drafting and finalizing contracts with service partners (old & new) Key Achievements: • Improving sales figures, market leader in MENA region since 2012 • Establishing and setting up new warehouses in Iran, Egypt, Pakistan, Jordan & KSA • Establishing and setting up new subsidiaries in Egypt, Jordan & KSA • Enhancing regional KPI performance by implementing new incentives and penalty scheme across region • Achieved 2nd place in Samsung global KPI competition; end of 2014

Customer service SupervisorFull Time

• Job Details:• Review and plan workshop activities to achieve technician optimum performance • Reporting manpower needs, vendors And necessary tools/ equipments requirements • Daily workshop operations, vehicles repair process, quality control & billing different channels • Following up with the technical issues and problems. • Advising and solving trouble shooting occurs in the diagnose/repair process, • Submitting warranty claims for jobs done on warranty account. • Weekly reporting to service manager performance and productivity achieved. • Responsible for all workshop activities (process, technicians, equipment, tools, oils… etc.) • Ensures availability of spare parts and materials for all routine maintenance work in the branch. Following up for parts orders and arranging to do the jobs as per scheduled appointments. • Participates in achieving branch’s monthly and annual revenue, P&L Balance Key Achievements: • Improved Technicians productivity from 85% → 97% (Average) • Achieved No. 1 revenue many times (Internally, Al Futtaim Group) • Achieved No. 1 in CSI monthly evaluation many times (Internally, Al Futtaim Group)

After Sales Service EngineerFull Time

• Job Details: Handling all customer requirements and complaints related to any department in the Co. (service, sales…. etc).  Solving any complaint received in corporation with the related departments, top management, in some cases with TMC.  Developing suitable systems to prevent such occurrence again