1. Salem Jamal Abdulla AlmarzooqiSalem Jamal Abdulla Almarzooqi
P.O. Box: 134044, Abu Dhabi, United Arab Emirates.
Mobile: 050 7887798 E-mail: saalmarzouqi@hotmail.com
OBJECTIVE
Seeking a managerial position in order to utilize my skills and expertise in marketing, business
transformation and customer experience areas. Profession in leading and guiding the team to ensure a healthy and
friendly environment in order to achieve origination target.
ACCADAMIC QUALIFICATION
Master in Business administration – UK
Anglia Ruskin University
Graduated Date: Oct 2015.
Higher Diploma - CNET
Higher Colleges of Technology - UAE
Graduation Date: Jan 2007.
Diploma – Business Program
Higher Colleges of Technology - UAE
Graduation Date: May 2001.
CAREER HISTORY
Etisalat Telecommunication CorporationEtisalat Telecommunication Corporation
Senior ManagerCustomer Value Management - Channels
November 2012 - Current
• Profit and loss responsibility, revenue generation (AED 1.5 Billion)
• Responsible for execution of retention & growth programs through Etisalat UAE channels.
• Deliver targeted revenue and retention through Etisalat UAE channels.
• Responsible for retention rates through save desks at the business centers & outlets.
• Responsible for service retention at Contact center save desk – Retain services that are up for cancelation
• Ensure infrastructure & productivity at Contact centers/ business centers towards CVM actions.
• Ensure agreed KPIs with CCC/BC are delivered on time (Databases/ Training etc)
• Responsible for Next Best Action agreed KPI to be achieved on CCC and business centers channels.
• Implement new tools and channels for revenue enhancement & retention.
• Develop new/alternative sales channels to enhance further gross-adds & engagement with sales channel
partners.
• Base management and revenue maximization from existing base
• Minimize churn and enhance retention rate, and work out new strategic approach, techniques & models.
• Partnering and managing global CRM/CVM/CBM agencies McKinsey │ Accenture │ Cognizant
Technologies │ Absolute Data.
Etisalat Telecommunication CorporationEtisalat Telecommunication Corporation
Senior ManagerBusiness Transformation
September 2010 - November 2012
• Nominated by upper management steering committee to get involved in Business Transformation Office
due to the achievements, performance and intensive assessments.
• Close coordination and team work with McKinsey & Co project manager and associate to drive Etisalat 2.0
transformation.
• Handling critical projects such as: FTTH monetization, bit-stream and customer registration and etc.
• Implement lean management tools and skills to be agile organization.
• Diagnose process, analysis the data, highlight the issues ,and resolve the concern.
• Efficient design process for an entity to assure sufficient impacts.
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2. • Creating a pilot to prove the concept then scale-up the initiative.
• Coaching the employees on the new requirement tasks then follow up to observe the improvement.
• Leading various projects and supporting project stakeholders to achieve the target and to meet the deadline.
• Creating and presenting the project progress dashboard to steering committee.
Etisalat Telecommunication CorporationEtisalat Telecommunication Corporation
ManagerService Center
August 2007 - September 2010
• Providing effective leadership for group of customer service center in specific areas to ensure team working,
cross-functional networking and effective intra zone coordination.
• Monitoring and observation on a day to day operational functioning of the customer service centers and
ensuring customers needs are met and served promptly and efficiently.
• Monitoring the customer service centers’ performance and measuring productivity against the targets.
• Identifying shortfall and providing solutions by coordination with respective business center manager.
• Bearing overall responsibilities for all cash related activities.
• Ensures allocation of resources among the customer service centers under assigned area of control and
optimization of the available resources utilization.
• Ensuring that customer information is gathered, customer profiles are built, and each customer service
center is with its customer base develops strong customer relationship.
• Establishing effective commitment and feedback procedures with customer service centers under assigned
area of control through formal and non-formal means to achieve continuous improvement of processes,
services, and working relationship.
• Motivate and develop team spirit, commitment and sense of belonging among the customer service centers
teams.
• Providing relevant data and feedback information on the customers and the performance of the customer
service center under assigned area of control to the regions management and to sales and business
development as an input for further planning and customer management.
• Preparing the annual budget for the customer service centers under assigned area of control and monitors
expenditures against approved budget.
• Formulating and monitoring processes for coaching and developing the team through formal training and
other informal methods such as workshops, presentations, brain storming sessions and etc.
• Evaluating subordinates performance and carries out counseling and provides professional guidance to
improve performance.
Etisalat Telecommunication CorporationEtisalat Telecommunication Corporation
OfficerBusiness Center Support.
December 2004 – August 2007
• Support Senior manager Business center in all project assigned.
• Coordinate with regions in different aspect such as: training, mystery shopping and others.
• Daily operation reporting and following up
• Managing the cash system
• Providing business planning support to the upper management
• Guiding, advising, and ensuring the employees are following the procedures as required
• Budget preparation, charge structures and review process and support cost center manager based on their
responsibility for budgetary control.
Etisalat Telecommunication CorporationEtisalat Telecommunication Corporation
OfficerConsumer Sales
November 2001 – December 2004
• Handling Etisalat consumer segment “customer inquiry, service providing, resolving customer issues”
• Follow up with customers requests to assure customers requests incidence free installation.
• Meeting with sales division to understand the sales target expectation.
• Keeping excellent relationship with customers.
• Keeping updated with latest packages promoted and provided by marketing division.
• Heath observing and frustration handling from various customers.
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3. • Advising the customer with the delivery schedules and after-sales service
PROFESSION SKILLS
• Strategic planning | Market segmentation
• Strategic sales | Acquisition
• Base revenue management
• Churn / retention management.
• Market | customer | competitive intelligence.
• Device management [X/Up-sell]
• Presenting in front of large audience.
• Implementing lean management to eliminate” entity organization” waste.
• Project Management.
• Changing staff behavior.
• Leading the team.
• Excellent in public relation and customer care.
• Negotiation skills and dealing with difficult personalities.
• Mixture knowledge of IT and business capabilities.
COURSES ATTENDED
• Selected by management to be part of panel speaker in PEGA WORLD / US-Las Vegas in 2016.
• Lean Management - McKinsey&Co.
• Present with impact - McKinsey&Co.
• Problem solving - McKinsey&Co.
• Etisalat Future Leader Program –YAMACONI Consultant.
• Mastering the art of negotiation – Innovation Point Consulting.
• Train the trainer - Etisalat
• Mastering High Performance Management - Etisalat
• Strategic Planning for Superior Performance - Etisalat
ACHIEVEMENTS
• Selected by HR to be a mentor for a new graduate trainee for the period 2016/2017.
• Rank 4 Outstanding Project Contribution Award for 2016 for Ana Emirati project.
• Rank 1 Outstanding Project Contribution Award 2013 for Next Best Action project.
• Rank 1 Al Mawrid 2017 award for deal of the retail visit recognition idea
• Rank 2 Al Mawrid 2016 award for submitting re registration process idea for staff.
• Rank 7 Al Mawrid 2013 award for submitting prestige category recognition idea
• Increasing Etisalat revenue.
• Selected top 12 high performance in Etisalat UAE to part of Emerging Leaders Program.
• Increase in productivity and profitability while Ag. Senior Manager Business Center.
• Active Member in different committees.
• Participate in coaching changing Etisalat staff culture, attitude and behavior.
• High Performance – Etisalat.
• Support & Effort during the implementation of Etisalat Main System - Etisalat HO.
• Outstanding performance during the launch of Etisalat Main System - Etisalat Region.
• Participation & Excellent efforts during SHJ Exhibition for service and recruitment - Etisalat HO
• Academic Excellence – HCT.
LANGUAGES
• English – Fluent
• Arabic – Fluent
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4. REFERENCES
REFERENCES WILL BE PROVIDED UPON REQUEST
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