Fady Adel

Manager, Indirect Sales, SME & SOHO SegmentFull Time

• Job Details:Responsibilities: • Manage and control Orange Business partners’ teams (2 partners’ operations at least at the same time), direct them towards their roles and responsibilities, and review the achievement and the quality of their work regularly. • Set the structure of the partners, review their staff’s salaries / commission scheme and ensure their efficiency. • Set monthly / quarterly working plans that ensure achieving the assigned targets. • Work on the Partners P&L, ensuring their profitability. • Manage and handle with care all customers’ complaints in addition to pre and after sales services. Achievements: • Over achieved the assigned Gross Adds target. • Over achieved the assigned Revenue target. • Achieved the highest figures at the level of all Business partners. • Best Partner 2023

Supervisor, TAM team, SME & SOHO Segment, Enterprise Line of BusinessFull Time

• Job Details:Responsibilities: • Manage the Tele Account Management Team (10 employees handling 10K SOHO accounts over the phone). • Monitor their performance and ensure achieving the assigned targets and reaching the maximum customers’ satisfaction levels. • Set the KPIs quarterly & distribute the assigned targets. • Set the team Agenda (Campaigns, monthly messages, and tasks) quarterly. Achievements: • Achieve the lowest Churn rate (0.8%). • Built a remarkable synchronized system between the TAM agents & the Retail which made our customer’s journey – from upselling the product over the phone till getting it through the Retail – go smoothly. This Success story has been shared with Orange Group (France – Algeria – Tunisia – Jordan).

Enterprise Telesales Senior RepresentativeFull Time