• Conduct a daily briefing for the agents to deliver any new information or updates and make sure that all agents are aware of any new information and updates.
• Handle the weird cases and hard calls. Undertake the responsibility of „assist' function and handle escalated cases from the agents during the shift.
• Perform the targeted volume of monitoring per month (side-by-sides) and give the agent feedback after each monitored (both positive and negative comments).
• Conduct a minimum of 1 one-to-one session per month with each member of the team in order to review the agent's previous month's performance and set the improvement action plan as well as discussing positive feedback.
• Review the daily reports and take the required actions. Coach CSR immediately in case of any fatal error. Take CSR feedback in case of any absence. Make sure that any staff coming from leave reviews all new information that has been updated during his absence.
• Make all my efforts in achieving the section KPIs such as SLA, Utilization, Occupancy and Accuracy.
• Monitor, review and report on all marketing activity and results i.e., responsible for Reports of Consumer Sales Department (internal) and (Outbound and Inbound Sections) for marketing department.
• Auditing sales transactions.
• Handle difficult customers and complains through social media and other channels (like TRA complains).

• Conduct out-bound telephone calls to existing and potential customers in an attempt to upgrade the packages of existing service.
• Sell complex services and save customers from downgrading or disconnecting. Providing excellent customer service by utilizing Knowledge Base, Quintus, CBCM and all the applications available in the system.

• Exploring new markets for IT Products, design marketing strategy and handle product launching. Conduct customer research; analyze market conditions and competitor information. Manage marketing plans and projects.
• Marketing IT products and provide technical support, guidance and assistance to the clients. Assembling computer systems, troubleshooting computer systems and laptops. Formatting and installing operating systems such as Win98, Win2000, Win ME, Win Xp, and Win Vista. Installing solutions such as MS Office, Auto CAD, Etc.

• Find, sort, or move goods between different parts of the business.
• Compile reports on various aspects of changes in production or inventory.
• Check inventory records for accuracy.
• Keep records of items received, or transferred to another location.

Leverage consultative selling approach to build relationships across target market, develop marketing strategy, and implement training program to on-board new hires and create consistent methods across sales teams. Oversee all aspects of corporate sales and marketing initiatives in a fast-paced environment, ever evolving market; commission/sales plan building and sales management.

Recruited to develop and execute integrated sales and marketing plan for Maximal Trading and Contracting WLL. Spearhead B2B sales and marketing responsibilities, producing company image and marketing materials, managing website content, and propelling new business development. Present corporate services and solutions to customers. Source leads and delivers information on prospects to sales agents; train new merchant service agents on best practices.

Manage trade show, networking association, and business expo participation to promote brand awareness. Also identified, created and developed marketing opportunities for market research.

Worked individually and collaboratively with team members to tactically market existing products by evaluating prospective clients and their needs while focusing on optimizing costs.

Planned and executed several social media marketing campaigns for Driven Society Products and Services.