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Hesham Allam
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
17
17
years of professional experience
2
2
Languages
Work History
Operation Team Leader
Concentrix Egypt
8 2021 - 11.2024
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs') and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities
- Stay current on internal work processes, policies and procedures
- Attend required manager development training
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
- Established best practices within the department that contributed towards greater consistency in achieving desired outcomes on an ongoing basis.
- Led a high-performing team to achieve company objectives through effective communication and mentorship.
Sales Operations Manager
Frontiers LLC
10.2019 - 02.2021
- Determine and define project scope, objectives and execute the project strategy within agreed timeline
- Predict resources needed to reach objectives and manage resources in an effective and efficient manner
- Train sales team to utilize systems that increase sales efficiency, including CRM and additional sales operations tools
- Improved efficiency after 12 weeks by 23% by eliminating redundant processes
- Develop and manage a detailed project schedule and work plan to take preventive actions toward avoiding any potential project risks
- Prepare and track budget based on scope of work and resource requirements
- Own the end-to-end process of tracking the sales funnel and operational metrics and delivering regular insights to the business; define and deliver techniques to improve the funnel performance for sales management
- Monitor progress and make adjustments based on identified areas of improvement to enhance project performance
- Achieved sales target of 2.3 Million EGP
- Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
- Increased sales revenue by streamlining the sales operations process and implementing effective strategies.
Operations Manager
Traffic Stream INC
01.2017 - 09.2019
- Provide inspired leadership for the organization
- Make important policy, planning, and strategy decisions
- Help promote a company culture that encourages top performance and high morale
- Oversee budgeting, reporting, planning, and auditing
- Identify and address problems and opportunities for the company
- Actively pursue strategic and operational objectives
- Ensure operational activities remain on time and within a defined budget
- Track staffing requirements, hiring new employees as needed
- Oversee accounts payable and accounts receivable departments
- Executed the project scope, goals and deliverables
- Coach and support project team members with tasks assigned to them
- Identify the sources of likely problems and proactively take preventive measures to avoid any potential project risks, and determine response actions to mitigate any negative impact
- Achieved 17.8 Million of revenue through new sales and customer retention
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Senior Sales Manager
Horizon PPC
08.2015 - 12.2016
- Own the entire sales process, from lead generation and value creation to negotiation and execution of closing strategies
- Achieve growth and hit sales targets by successfully managing the sales team
- Locate and contact potential clients to offer programmatic advertising campaigns
- Understand client needs, objectives and help the client preparing the media brief and Ad KPIs
- Build and manage an active sales pipeline to ensure that targets will be met and develop a solid strategy for revenue growth
- Present sales, revenue and expenses reports and realistic forecasts to the management team
- Supervising preparation of presentations & market research inputs for sales team
- Achieved 1.1 Million EGP from new sales
- Increased overall sales revenue by implementing effective sales strategies and building strong client relationships.
- Mentored junior sales professionals in advanced selling techniques, resulting in accelerated career progression and enhanced contributions to overall team success.
Project Manager
Quad Solutions INC
11.2012 - 07.2015
- Created long- and short-term plans, including setting targets for milestones, adhering to deadlines and allocating resources
- Reduced technical resource costs by 20% using more effective technical tools by introducing new software, which offered valuable automation process and performance measurements
- Facilitated workshops and training sessions for the company's staff members to enable a smooth transition to change and ensure they were adequately equipped to operate the new systems
- Oversee the execution of the marketing, sales, and customer service strategy that meet client and company objectives
- Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
- Supervise execution of marketing strategies to projected revenue for US, AU and UAE markets
- Identifying and managing potential risks and liabilities of multiple projects
- Moving the company from being Google partner to become Google Premier Partner
- Achieving a revenue of 27.7 Million EGP from new sales and customer retention
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
Business Development Manager
Call Egypt llc
05.2011 - 10.2012
- Created and implemented an effective business plan
- Developed new business opportunities, and actively seek new growth and expansion opportunities
- Conducted marketing research to identify industry trends and commercial opportunities
- Engage in strategic analysis, marketing, sales and product development
- Supported the implementation of various programs for the improvement of operations process
- Generated new business with marketing initiatives and strategic plans.
- Reached out to potential customers via telephone, email, and in-person inquiries.
Client Relations Manager
Call Egypt llc
05.2010 - 10.2011
- Responsible for active clients' relations with the agency
- Account planning and performance monitoring, and mentoring
- Initiating detailed researches on customers and competitors
- Monitoring active accounts; providing guidance to technical team and reporting the performance to clients
- Analyzing performance and creating action plan to improve results
- Renewing & upgrading clients' ad campaigns
- Conducted regular client feedback sessions, utilizing insights gathered to identify areas for enhancing the overall service experience.
- Assisted in the development of marketing materials targeted at potential clients, showcasing the company''s strengths and value proposition.
Sales Team Manager
Call Egypt llc
02.2010 - 05.2010
- Guiding interested clients in the agency's services to choose the right package
- Setting and presenting weekly, monthly and quarterly sales goals for the team
- Manage, develop, coach, control and motivate the sales team
Senior Sales Executive – Team Manager Assistant
Call Egypt llc
09.2009 - 02.2010
- Promoting products by calling business owners in AU, and offering them the new services
- Achieving the required monthly target
- Mentored junior sales executives, providing guidance on best practices and strategies for achieving success in the field.
- Facilitated relationships with target accounts through implementation of proven networking methods.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Leveraged strong negotiation skills to maximize profit margins while maintaining exceptional customer service standards.
Senior Sales Executive – Team manager Assistant
Ameco Tech Corporation
04.2007 - 03.2009
- Promoting superpages.com products by calling business owners in USA and offering them the new services
- Achieving the required monthly target
- Mentored junior sales executives, providing guidance on best practices and strategies for achieving success in the field.
- Facilitated relationships with target accounts through implementation of proven networking methods.
- Managed complex sales cycles, navigating various decision-makers within organizations to secure successful deals.
- Established long-lasting relationships with key clients through effective account management and consistent communication.
Education
Bachelor of Mechanical Design & Production Department - Mechanical Engineering
Cairo University
04.2001 - 01.2009
Skills
Scheduling coordination
Compliance monitoring
Operational planning
Operations management
Team leadership
Decision-making
Self motivation
Time management abilities
Adaptability and flexibility
Verbal and written communication
Critical thinking
Analytical thinking
Personal Information
- Date of Birth: 08/16/83
- Gender: Male
Militarystatus
Exempted
Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridSoftware
Microsoft Excel
Microsoft Power point
CRM
Languages
English
Advanced (C1)
Timeline
Sales Operations Manager
Frontiers LLC
10.2019 - 02.2021
Operations Manager
Traffic Stream INC
01.2017 - 09.2019
Senior Sales Manager
Horizon PPC
08.2015 - 12.2016
Project Manager
Quad Solutions INC
11.2012 - 07.2015
Business Development Manager
Call Egypt llc
05.2011 - 10.2012
Client Relations Manager
Call Egypt llc
05.2010 - 10.2011
Sales Team Manager
Call Egypt llc
02.2010 - 05.2010
Senior Sales Executive – Team Manager Assistant
Call Egypt llc
09.2009 - 02.2010
Senior Sales Executive – Team manager Assistant
Ameco Tech Corporation
04.2007 - 03.2009
Bachelor of Mechanical Design & Production Department - Mechanical Engineering
Cairo University
04.2001 - 01.2009
Operation Team Leader
Concentrix Egypt
8 2021 - 11.2024