Operations Asst. Manager with 15 years experience, Regional business development (MENA region); specialized in supporting executives; diversified skills including client service/ satisfaction, dealer management, network expansion, market surveys, auditing, creative solutions; policies and procedures regular evaluation and improvement and ability to deal with different cultures
Customer service/ satisfaction
Excellent communication skills
Analyzing large amounts of data
Auditing skills & create solutions
Confident, reliable & decision maker
Service marketing & Dealer management
Negotiation skills & Contracts management
Team building, leadership & motivation skills
Excellent knowledge of SAP system
Regional Operations Asst Manager March 2011 to June 2016SAMSUNG Gulf Electronics FZE JAFZA - DUBAI - UAE
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.
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,..
Driving marketing budget per country, initiating new ideas to improve brand awareness and expansion over MENA region (Campaigns.
Conducting regular brand knowledge sessions for dealer's staff (workshops, training ...).
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.
Managing the P&L businesses for partners as per annual activities and targets.
Improving strategies based on market surveys measuring brand competitiveness.
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)
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.
Workshop Controller June 2003 to February 2011Trading Enterprises/ AL-FUTTIAM Group Of Companies - Dubai - UAE
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, supplying oils.
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
Improved Technicians productivity from 85%.
1 revenue many times (Internally, Al Futtaim Group).
1 in CSI monthly evaluation many times (Internally, Al Futtaim Group).
Customer Relations Officer June 2001 to June 2003ABDULLAH ABDULGHANI & Bros. Co Toyota & Lexus － Doha, Qatar
Handling all customer requirements/ complaints (service, sales.
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.
After Sales Service Engineer March 2000 to June 2001Engineering Automotive Co SMG － Cairo, Egypt
Customer satisfaction "handling all customer requirements & complaints".
Training technicians with all new info received from Porsche, Seat.
Processing all warranty system "examine defected parts, process warranty claims" for seat & Porsche Brands.
Assist and arrange for the new cars prepared for sales "PDI process ".
Bachelor of Science : Mechanical Engineering, May 1999El - Minia UniversityEgypt
Graduation Project : Modern electronic injection & ignition systems in gasoline engines