Summary
Overview
Work History
Education
Skills
References
LANGUAGES
Timeline
Generic

Feven Tekle

Riyadh

Summary

A strategic and results-oriented professional with a comprehensive background in leading teams and managing end-to-end operations within the Media and Telco Service Industry. Proven expertise in driving business growth by optimizing sales processes, significantly reducing customer churn, and enhancing the overall customer experience. Currently leveraging this experience to coordinate complex ICT projects and ensure seamless cross-functional alignment.

Overview

19
19
years of professional experience

Work History

PMO - Project Controller

Mawared Electronic LTD.
01.2025 - Current
  • Orchestrated cross-functional collaboration with key project stakeholders (Commercial, Delivery, Procurement, Finance) to develop and maintain the Project Implementation Plan (PIP) for ICT projects.
  • Monitored project progress meticulously, ensuring all stakeholders remained aligned with project objectives and crucial deadlines.
  • Proactively tracked and addressed project issues in close collaboration with the project team, ensuring milestones were achieved and progress was not hindered.
  • Managed and escalated project risks and issues, implementing a systematic tracking process to ensure timely resolution and to establish a continuous learning path for future projects.

Back Office Manager

Mawared Electronic LTD.
01.2022 - 01.2025
  • Directed and optimized back-office operations and sales support for major telecom projects, including STC, Zain, Mobily, and Salam. Ensured seamless transaction processing, efficient customer onboarding, and proactive issue resolution.
  • Spearheaded the Sales Quality and Customer Escalation Process, resulting in a faster issue resolution and a notable increase in customer satisfaction.
  • Significantly reduced customer churn by implementing a customer-centric support model and improving overall customer satisfaction.
  • Streamlined sales and activation processes, increasing team efficiency and shortening the customer journey turnaround time.
  • Managed all customer retention and sales support activities, which included comprehensive reporting, accurate commission calculations, performance monitoring, and quality assurance for the sales team.

Team Manager, Customer Retention

OSN
11.2014 - 12.2021
  • Led and mentored a high-performing retention team, consistently exceeding targets for churn reduction and customer growth.
  • Developed and executed strategic retention campaigns, including targeted SMS/direct communication and marketing initiatives, resulting in a decrease in customer churn annually.
  • Enhanced team capabilities through comprehensive coaching and training programs, improving team performance and productivity.
  • Prepared and presented insightful analytical and statistical reports, providing management with critical data on churn trends and campaign performance through updated dashboards.
  • Cultivated strong cross-functional partnerships with marketing and sales managers to align retention offers, improving the retention rate and decreasing churn.

Supervisor, Customer Retention

OSN
07.2012 - 10.2014

Agent, Customer Marketing / Retention

OSN
02.2007 - 06.2012

Education

High School Diploma -

EIS Riyadh

Certification Diploma - Computer Science

Skills

    Project Management: PIP development, milestone tracking, cross-team coordination

    Customer Retention & Operations: Churn reduction, onboarding, conflict resolution

    Technical & Tools: MS Office (Excel, PowerPoint), reporting, data analysis

    Soft Skills: Communication, problem solving, stress management, collaboration

References

  • Abdul Mohsin, Al Joyan, Managing Director, Mawared Electronics LTD., KSA, KSA
  • Nedal, Terkieh, Director, Sales & Distribution, Mawared Electronics LTD., KSA, KSA
  • Mohamed, Abdul Shahid, Sr. Manager, Sales Operation, Mawared Electronics LTD., KSA, KSA

LANGUAGES

English
Bilingual or Proficient (C2)
Arabic
Upper intermediate (B2)
Tigrigna
Bilingual or Proficient (C2)

Timeline

PMO - Project Controller

Mawared Electronic LTD.
01.2025 - Current

Back Office Manager

Mawared Electronic LTD.
01.2022 - 01.2025

Team Manager, Customer Retention

OSN
11.2014 - 12.2021

Supervisor, Customer Retention

OSN
07.2012 - 10.2014

Agent, Customer Marketing / Retention

OSN
02.2007 - 06.2012

Certification Diploma - Computer Science

High School Diploma -

EIS Riyadh

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Feven Tekle