Development Manager at Almasrya Solutions

Haytham El-Mallah

Summary

A straight 8years’ experience in the areas of customer care and Operations supervision across the MENA Region, with extensive experience inTelecoms.

A strong leader fluent in Arabic and English with extensive leadership & management skills and rich exposure to multiple cultures and regions.

Good Planning Skills to manage Business Operations and Meet top line and bottom line objectives.

Specialties

Competitive analysis

Customer problems & feedback status analysis

employee evaluation, Operations Management, Telecoms, Customer Services, Contact Center, Marketing & Sales, Loyalty and Retention, Business Development Plan, Performance Evaluation, KPI Evaluation, Monitor Sales,

Experience

Development Manager at Almasrya Solutions

March 2013 - Present (4 months)

To develop and implement a strategic and robust business development plan to enable PPP to meet its challenging business objectives and create sustainable business solutions.

Contact Center Project Manager at samatel - ministry of man power insource& muscat municipality contact center

March 2011 - Present (2 years 4 months) Data base building

System checking

Documentation

Policies and procedures building implementing processes

Training staff

Training team leaders train the trainers quality control meetings - one to one coaching

Directing TL's operation observations initiate new ideas

Develop contact center features

Contact Center Manager-outbound at Sama Telecommunications L.L.C

July 2010 - Present (3 years)

Processes outbound activities for customer sales/ retention and manages all written & electronic outbound communication to customer (letters, e-mails, SMS). Performs outbound calls for customer sales/ retention in cooperation Contact Center Services (if required). Provides professional guidance and support to subordinates in carrying out the assigned functions

Contact Center Manager at samatel

November 2011 - January 2013 (1 year 3 months)

Creating and establishing ministry of manpower contact center from scratch , with cooperation with IT department in the ministry, setup the new contact center with high effeciency and quality to improve the center and serve the customers with best technologies , provide customer satisfaction and support

Acting officer sales and retention at Etisalat

March 2010 - June 2010 (4 months)

Highly motivated, creative and versatile customer care and sales and retention, with over than 4 years' experience in development and implementation, as well as the management of large and complex customer's requests scoop. The ability to formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems, and to think ahead to spot or create opportunities and maximize them. Excellent project management and negotiations skills.

1 recommendation available upon request

Team Leader Sales & Retention at Etisalat

July 2008 - February 2010 (1 year 8 months)

Customer service section head at Shell Oil Company

May 2003 - June 2008 (5 years 2 months) Work Description:

Customer Care, Sales & Collections:

To manage and plan customer service department.

* To direct administration staff.

* Manage and plan staff development and training.

* To develop, apply new styles in customer's relations & best way to serve both sides the customers to get

satisfaction & the company to get good bounce.

* To Manage and Assure the service support between technical & customer Service department.

* To arrange a good relations and communications with the customers who are balance the cost and quality.

* Development of applications that cover the department & the company aims.

* Member of the company HSE (Health, Safety and Environment) committee.

* business devolopment ( phase 2 contracts )

1 recommendation available upon request

Customer Service Senior Specialist at fayum Gas Company

January 2006 - December 2007 (2 years)

Now I'm managing a call center manager position , establishing call centers of governmental organizations , out bout campaign processing , supervision of staff , training sessions , business development , coaching for staff , observing team leaders , reports maker , presenting work statistics .

Customer Sevice Agent at fayum gas company

March 2003 - April 2004 (1 year 2 months)

* Front office handling requests.

* Process customer requests.

* handling sales 1st step .

* Data entry.

* Customer support.

* Customer re-directs.

* Hotline handling.

* follow up process.

* Customer satisfaction survey.

* back office tasks.

Courses

Independent Coursework

English Access MSO

Customer Care

Internal Audit

1 M meeting

Communication skills

Certifications

ACCESS

IBM April 2006

Projects

Phase 2 installations

April 2006 to July 2007

Members: Haytham El-Mallah, Dr. Weal Taher, Mohamed Abdel-moneim, Mones Hegazi,PMP, PMI-RMP, Mohamed Darwish

it was a try from our company to maximize our buseniss in destrputing natrual gas service to the other side of my state , so we were challenged to extend

Muscat Municipality contact center

October 2010 to Present

Members:Haytham El-Mallah, khadija al-yahmadi

creating and establishing muscat contact center from scratch , with cooperation with IT department in muscat municipality , setup the new contact center with high effeciency and quality to improve the center and serve the customers with best technologies , provide customer satisfaction and support .

Languages

Arabic English French

Skills & Expertise

Sales Support (Advanced, 3 years' experience) Customer Service - Care (Expert, 4 years' experience) Contact Center Design

Competitive Analysis

Employee Evaluation Telecommunications Call Center Negotiation

Customer Relations

Customer Service

Problem Solving Team Management Team Leadership

New Business Development

Planning

Team Building

Teamwork

People Management Business Management Sales Management Operations Management Channel Management Business Planning

Direct Sales Business Strategy Customer Satisfaction Account Management Product Development Sales Operations

Key Account Management Customer Experience Performance Management Market Research

Quality Assurance

Mobile

Customer Retention

KPI

Time Management Business Process Operation Management

Call Centers Project Planning Project Management Analysis

Education

Cairo University

good, law, 1997 - 2002

Activities and Societies: lawyers Union .

Faculty of law Cairo University beni suief branch (license of law)

B.A, law, 1997 - 2002

Honors and Awards

employee of the year 2005 - 2006 in fayum gas company "shell group of companies" SAE

Interests

reading , action movies , traveling

Haytham El-Mallah

B.Development Manager at Almasrya Solutions

2 people have recommended Haytham

"I knew Haitham for 2 years when we were working together in Fayoum Gas Company-FGC. Haitham is very devoted, self-oriented, dedicated, and very keen for the customers. Most of customers would refuse talking about the problem, they might have, when Haitham is on vacation and not in the company because of the solid warm relationship that Haitham is maintaining with them. Haitham has the ability to satisfy any customer and melt all boundaries between the customer and the company. Technically speaking, Haitham is a very valuable add to any company and I would highly recommend him for any Business-Customer related opportunity."

— Magued Mohamed, IT Section head(Manager), Fayum Gas Company, worked with Haytham at Etisalat

"Hytham is one of the most persistent men I've ever worked with. He has a good relation with all colleagues and customers. He is very organized in his work and he has a good knowledge in the preparing reports and the presentation. He has good leadership skills and he is a good team player as well."

— Mohamed Darwish, SCM, Sales and Archive Section Head A Subsidiary of Shell, Fayum Gas

Company, worked directly with Haytham at Shell Gas & power (F.G.C) company S

Contact Haytham on LinkedIn