Basic Info

Mohamed Essam EL Din

14 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Head of Business operations at Sell Action MEA

Experience Details

Head of Business operations

Operations/Management

Manager

•Ensuring all aspects of daily operations for All Company’s Projects (Microsoft, Cisco, and Co-Marketing Partner Campaigns) are running effectively and efficiently.
•Direct the day to day operational management, applying as required a hands-on approach to producing solutions to strategic, technical, commercial, and operational challenges which impact the performance.
•Ensuring organizational effectiveness by providing leadership for all the organizational pillars.
•Plan, direct and manage the performance of all internal operations, so as to maintain and develop business growth in accordance with the overall strategy.
•Develop, implement and maintain effective internal Quality Assurance on all processed fields of Business Deliverables.
•Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, and performance standards.
•Coordinate analytic, strategic and technical resources to meet client expectations and insure client satisfaction is being achieved on all levels.
•Ensure at all times, that all defined KPIs are met to support the delivery of quality standards and customer satisfaction targets.


Company Details

Sell Action MEA (multinational)

Cairo, Egypt

51-100 employees

Information Technology Services, Marketing and Advertising

N/A

Nov 2014 to present (2 years 1 month)
Marketing Operations Manager at Net Partnering (Microsoft)

Experience Details

Marketing Operations Manager

Marketing/PR/Advertising , Operations/Management

Manager

Leads a team of 30 Telemarketing agents and 1 Team Leader.
Working on the relationship between SMB & Enterprise companies in Middle East & Africa.
Checking Microsoft Partners in the MEA region and working on the enhancement of their relation with the Small and Medium Size Business.
Creating the Marketing fundamentals and how to implement it in MEA market.
Ensure quality execution in the delivery of a product/service/solution to drive satisfaction, loyalty, and maintain high Customer & Partner Experiences.
Working on the enhancement of the CRM Tool and how to generate Data in and out of the tool to provide the required results.
Making sure that the agents are aware with the recent Microsoft Products in the Market.
Leadership reporting on project/ engagement status.
Maintain high team satisfaction.
Drive the specific sales and business development targets for your client.
Work with Product Marketing/Category Marketing to identify product goals and opportunities in the market.
Monitoring the Team's performance and how they are implementing the process.
Managing the KPI's for the agents and for the supervisor.
Attending Meetings and seminars for the pilot phase for Microsoft products.
Work closely with product managers to ensure appropriate assortment at retail.
Attended a training session in Microsoft Dubai and a conference regarding the release of the new Fiscal year 2014 and it's new Market approach.
Launching the new Fiscal year 2014 and it's new product whether Office 365 Cloud Based Service, Windows Server 2012.
Launching the new update for Windows 8.1 and working on a plan on how to spread it within the MEA Region.
Working as a Project Manager for Microsoft Egypt Sales and Marketing Inbound Line.
Dealing with Microsoft Egypt Partners and managing their list of products distribution within Egypt.
Providing the customers with the recent updates and information about Microsoft Products in Egypt and it's pricing.


Company Details

Net Partnering (Microsoft) (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services, Information Technology Services, Consumer Services

www.Microsoft.com

Mar 2013 to Nov 2014 (1 year 8 months)
Sales Account Manager at Sutherland Global Services AT&T

Experience Details

Sales Account Manager

Sales/Retail

Manager

Responsible for Handling AT&T account for West California.

Managing 80 people and direct them to achieve the client requirements in terms of meeting their expectations.

Managing the Ramp Up plans, head count and create the monthly required budget for the account.

Daily/Weekly/Monthly inspections to make sure that we are meeting client's expectations.

Creating the monthly invoice that includes our vendor's bonus and penalty that should be presented to the client.

Attending client calls and checking the help items needed to improve.

Work on the improvement of the missing behaviors that are considered to be a bottleneck in terms of achieving goals.

Working as a link between AT&T Company and Sutherland Global Services Company as one of the best BPO companies in the whole world.

Providing ideas about how to get our monthly NPS (Net Promoter Score) to be managed in a proper way.

Setting a proper plan and set a time frame to get this plan to be implemented.

Attending Managerial Meetings with the upper Management Team to discuss where we are standing and how will improve.

Deliver daily results and feedback to the Client and what went well on a daily basis and what kind of opportunities faced us on a daily basis.


Company Details

Sutherland Global Services AT&T (multinational)

Alexandria, Egypt

501-1000 employees

Telecommunications

N/A

Jan 2012 to Jul 2012 (6 months)
Team Manager at Sutherland Global Services AT&T

Experience Details

Team Manager

Customer Service/Support

Manager

N/A


Company Details

Sutherland Global Services AT&T (multinational)

Alexandria, Egypt

501-1000 employees

Telecommunications

N/A

Dec 2010 to Jan 2012 (1 year 1 month)
Supervisor at Vodafone International Services

Experience Details

Supervisor

Customer Service/Support

Manager

N/A


Company Details

Vodafone International Services (multinational)

6th of October City, Egypt

More then 1000 employees

Telecommunications

N/A

Jan 2008 to Dec 2010 (2 years 11 months)

Achievements


I was recognized as the Best Team Manager in AT&T vendors all over the world in terms of our Products for the Last three months. I was recognized as the Best Team Manager in Terms of sales for May, July and August. I was recognized as the Best Team Manager in Terms of NPS (Net Promoter Score) for the month of August. I was recognized as the best Team Manager in Terms of Attendance. • Employee of the months for two months in the row in Vodafone New Zealand account. • Recognized as the Top Performer on the floor in achieving my Target for the last 3 months. • Achieving large number of Up-Selling calls during the month. • Recognized as the best performer in the account (New Zealand account) for getting the highest record of compliment calls from the customers.

Education

Business Adminstration in Business Adminstration English Section

Education Details

Business Adminstration

Business Adminstration English Section

Helwan University, Egypt

C / Good / 65 - 75%

N/A

N/A

Helwan University
2002 - 2011
Bachelor's Degree in Business Adminstration

Education Details

Bachelor's Degree

Business Adminstration

Faculty of Commerce & Business Adminstration, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Commerce & Business Adminstration
2002 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Horreya Language School

Egypt

2002

A / Excellent / 85 -100%

N/A

El Horreya Language School
2002

Certifications

Six Sigma
May 2011

Certificate details

Six Sigma

May 2011

N/A

N/A

N/A

Sutherland Global Services AT&T

N/A

Certificate details

Lead 100 in Managment

Sep 2011

N/A

N/A

N/A

N/A

This profile is fresh!
Last update 28 days ago.

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Profile Skills and Keywords

ArabicBusiness AdminstrationBusiness Adminstration English SectionBusiness DevelopmentBusiness-orientedCRMConsumer ServicesCreativeCustomer ServiceEnglishFrenchHandles StressHead Of Business OperationsInformation Technology ServicesLead 100 In ManagmentManagementMarketingMarketing And AdvertisingMarketing Operations ManagerMicrosoft ExcelMicrosoft PowerPointMicrosoft WordNet Partnering (Microsoft)People SoftProblem SolverRetailSalesSales Account ManagerSell Action MEASix SigmaSupervisorSupportSutherland Global Services AT&TTeam ManagerTeam PlayerTelecommunicationTelecommunicationsTime ManagementVodafone International Services

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

5-7 years

People Soft

People Soft

: Expert

: Extreme - I love it!

:

5-7 years

CRM

CRM

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Business Adminstration

Business Adminstration

: Expert

: Extreme - I love it!

:

More than 7 years

Sales

Sales

: Expert

: Extreme - I love it!

:

5-7 years

Telecommunication

Telecommunication

: Expert

: Extreme - I love it!

:

More than 7 years

Time Management

Time Management

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Business-oriented, Creative, Problem Solver, Handles Stress, Team Player

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