Summary
Overview
Work History
Education
Skills
Websites
Languages
Personal Information
Special Skills
Certification
Accomplishments
Software
Timeline
CustomerServiceRepresentative
Fouad Abu-Samra

Fouad Abu-Samra

Operation Manager
Riyadh,01

Summary

Experienced with overseeing complex operational functions and implementing process
enhancements. Utilizes leadership skills to drive team collaboration and meet organizational
benchmarks. Knowledge of strategic planning and resource management for optimal operational
performance.

Overview

20
20
years of professional experience

Work History

Operation Manager

Shokry Co. Ltd
Riyadh, KSA
12.2019 - Current
  • Spearheaded the development of corporate objectives, strategies, and goals, collaborating with
    department heads to establish quality metrics and KPIs, and strategizing with cross-functional
    teams on quality improvement initiatives.
    •Managed and monitored logistics, maintenance, and purchasing departments, ensuring
    seamless operations and optimal resource utilization.
    •Enhanced performance efficiency by developing an incentive system and closely monitoring the
    performance of the operations department.
    •Conducted data analysis of customer and employee feedback, and implemented corrective
    action plans to address key areas for improvement.
    •Drove business expansion through strategic partnerships, resulting in the successful
    introduction of new solutions and cross-selling opportunities.
    •Cultivated and maintained strong business relationships, identifying and capitalizing on new
    business opportunities to expand market position.
    •Streamlined operational efficiencies across planning, quality assurance, marketing, logistics,
    warehousing, contracts, production, sales strategies, and showroom system management.
    •Evaluated options and effectively resolved internal priorities to ensure timely and successful
    project delivery.
    •Led the initiative to build and establish the Oracle NetSuite system, facilitating a transition to
    cloud-based business operations.
    •Restructured workflows and processes to maximize operational efficiency within the Operations
    Department.
    •Opened new business channels and provided training to the outdoor sales team on the latest
    solutions and professional products.
    •Expanded the company's solutions and product range, creating new sales opportunities and
    increasing the customer base in different sectors (Ministry of Health, Baja, Al Othiem, Prince Sultan Military Hospital, etc.).

Western Region Sales TL

United Yousef Naghi Co. Ltd.
Jeddah, KSA
03.2015 - 12.2019
  • Company Overview: HIGH TECH SOLUTION PROVIDER & SYSTEMS INTEGRATOR HIGHLY TRAINED DYNAMIC TEAM WITH A SHARED SENSE OF PURPOSE ETHICS AND OBJECTIVES PROICT TEAM ACQUIRED LARGE SEGMENT OF SAUDI MARKET SHARE IN BOTH PUBLIC AND PRIVATE SECTORs.
  • Implementing and developing IPTV projects in the most important hotels in the Saudi Arabia (Radisson Blue, Intercontinental, Ibis, Azka, Accor, Hilton, Waldorf Astoria….).
  • Achieve the Phase 3 in Jabal Omer Project in Mecca for Hospitality TVs and digital signage (Double Tree & The Address Hotel).
  • Achieve the Direct View LED System in Al Fursan JED International Lounge (New KAIA).
  • Achieve the largest video wall 30x30 in Mecca (Forat Gardens).
  • Implementation of control and monitoring room for the Saudi satellite launch project in KACST.
  • Implement DS and video wall systems at the major retail outlets in the Kingdom (Vavavoom Alshayea, Oud Milano Abd Alsamad Alqurashi, Danube & Manual Market…).
  • Develop the staff performance by sharing my practical experience and the job knowledge.
  • HIGH TECH SOLUTION PROVIDER & SYSTEMS INTEGRATOR HIGHLY TRAINED DYNAMIC TEAM WITH A SHARED SENSE OF PURPOSE ETHICS AND OBJECTIVES PROICT TEAM ACQUIRED LARGE SEGMENT OF SAUDI MARKET SHARE IN BOTH PUBLIC AND PRIVATE SECTORs.
  • Administration of daily operation of WR sales team (daily clients visit, Follow-up the requirements and ensured submitted on time, find the potential clients).
  • Manage and solve our client’s complaints.
  • Negotiate with the suppliers and make meetings to get and provide the best solutions in the market.
  • Holding meetings in critical situations to close the deal or to solve problems regarding our customers in general.
  • Performing monthly reports in regard of: sales team performance (KPIs), monthly customer complaints, and monthly evaluation.
  • Leading workflow distribution and WR sales team management to ensure service levels are satisfied.

Performance Development Manager

Orange France Telecom.
Amman, Jordan
05.2007 - 02.2015
  • Company Overview: This position manages and supports the Planning & Performance, within Management Team of customer services & back office (complaint management).
  • Outsourcing 75% of the Calls in Call Center, reduced the cost per call and enhanced the Efficiency, Service level & Quality.
  • Participated in an action plan for repeated calls, decreased the repeated calls % from 27% to 20%.
  • Leading an action plan for complaints handling efficiency to achieve 90% of the complaints within 2 days.
  • This position manages and supports the Planning & Performance, within Management Team of customer services & back office (complaint management).
  • Administration & daily operation of customer care systems (queuing systems, routing systems, CRM & complaint handling system).
  • Monitor and follow up the implementation of employee daily, weekly & monthly performance.
  • Process, in order to ensure the adherence of the process in timely and effective manner to research and analyze the results of benchmarking for employee performance management, bonus and sales commission.
  • Managing KPI’s and End to End quality of Service.
  • Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
  • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
  • Monitor interaction between staff and callers to ensure quality assurance standards.
  • Review call center statistics to measure staff performance and the need for improvement.
  • Leading work flow distribution and floor management to ensure service levels are satisfied.
  • Responsible of monitoring the targets set against the objectives of the call center.
  • Performing weekly meetings with call center team leaders to discuss the call center performance.
  • Scheduling the call center staff & advising the staffing needs.
  • Managing various call center projects (performance and sales commission scheme, reports automation).
  • Performing IT and technical support to the customer services division.
  • Manage official reports requests from the telecommunication regulatory commission.
  • Analyzing performance reports, performing daily report in regard of adherence, ATT, productivity, daily advisors’ & customers’ feedback.
  • Performing monthly reports in regard of: call center performance (KPIs), monthly customer complaints, and monthly evaluation with top 5 Teams.

Manager Assistant

Adidas
Amman, Jordan
10.2006 - 04.2007
  • Create an outstanding buying experience for the customers.
  • Create a professional buying atmosphere.
  • Greet all customers in a professional, friendly, and timely manner, including answering phones and directing customer inquiries.
  • Assess customer needs and right fit.
  • Complaints handling.
  • Participate in marketing efforts.
  • Complete accurate paperwork and transactions according to company policies and procedures.
  • Responsible of inventory counts.
  • Receive and process all payments and provide the customer with additional information.
  • Assist with all functions within a retail store in compliance with policies and procedures.

Network Technical Support

Arabia Network Technology
Amman, Jordan
05.2005 - 10.2006
  • Implementation and development the ministry of justice (courts of law) network expansion project.
  • Installation of network cabling & points.
  • Connect cabling with batch panel & server rooms.
  • Testing the network functionality.

Education

Bachelor of Science Degree (B.Sc) - Management Information Systems (MIS)

Al-Balqa' Applied University
01.2006

SAP Business Objects Xcelsius 2008 - undefined

Pioneers Information Technologies
01.2013

COPC Certified - Customer Experience (CX) Standard - undefined

COPC Inc.
01.2014

Skills

  • Advanced Computer Skills
  • Microsoft Office Suite
  • Advanced Knowledge on Microsoft Office Excel
  • Expert in Excel
  • Expert in Access
  • Web Design (HTML)
  • Oracle Netsuit
  • Crystal Xcelsius 2008
  • Internetworking Fundamentals
  • Systems Analysis & Design
  • Electronic Commerce
  • Simulation and Modeling
  • Decision Support Systems
  • Total Quality Management
  • Ability to learn
  • Reporting
  • Analysis
  • Team spirit
  • Leader
  • Dealing with Objections
  • Negotiation

Websites

Languages

Arabic
English

Personal Information

  • Number of Children: 3
  • Date of Birth: 2-Aug-84
  • Nationality: Jordanian
  • Marital Status: Married

Special Skills

Advanced Computer Skills, Microsoft Office Suite, Expert in Excel and Access, Web Design (HTML), Oracle Netsuite, Crystal Xcelsius 2008, Internetworking Fundamentals, Systems Analysis & Design, Electronic Commerce, Simulation and Modeling, Decision Support Systems, Total Quality Management, Ability to learn, Reporting, Analysis, Team spirit & Leader, Dealing with Objections, Negotiation

Certification

COPC CSP Standard—COPC CX Standard for CSPs

its a globally recognized performance management system tailored for customer service operations such as call centers, transaction processing, e-commerce, and multi-channel CX environments.

Accomplishments

  • The secure and uninterrupted supply of required products is achieved through effective assistance in establishing an internal ordering system that analyzes supply and demand based on up-to-date information and feedback from all departments.
  • Implementing the new ERP system (Oracle NetSuite) ensuring that it covers all transactions that achieve the highest efficiency for the purchasing and warehouse teams, delivery teams, and maintenance teams.

Software

Microsoft Office Suite

Oracle NetSuite

Crystal Xcelsius

Expert in Excel

Timeline

Operation Manager

Shokry Co. Ltd
12.2019 - Current

Western Region Sales TL

United Yousef Naghi Co. Ltd.
03.2015 - 12.2019

Performance Development Manager

Orange France Telecom.
05.2007 - 02.2015

Manager Assistant

Adidas
10.2006 - 04.2007

Network Technical Support

Arabia Network Technology
05.2005 - 10.2006

Bachelor of Science Degree (B.Sc) - Management Information Systems (MIS)

Al-Balqa' Applied University

SAP Business Objects Xcelsius 2008 - undefined

Pioneers Information Technologies

COPC Certified - Customer Experience (CX) Standard - undefined

COPC Inc.

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Fouad Abu-SamraOperation Manager