HIBA KOKASH
Sales & Development Manager
Summary
Insightful Manager with 9+ years of experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving
& impressive track record of improving sales and growing company customer base. Innovative program management, strategic planning and team leadership skills. Successful team builder with exceptional communication abilities.
Overview
14
14
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Business Development & Sales Manager
Orange
8 2018 - Current
- Managed a team of 4 sales representatives, consistently achieving monthly business targets
- Pioneered a courtesy budget system for the East Region, resulting in a 30% budget reduction in 2023 Q1
- Developed, monitored, and reported on key East Region projects (FTTX, Courtesy, DVOC) aligning with Orange's strategic direction
- Established a loyalty-programmed relationship with shop customers, reducing churn by 5%
- Implemented an emotional intelligence plan, reducing turnovers by 1% over the last 3 years
- Forecasted shop customer trends, leading to increased sales and enhanced customer satisfaction
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Established team priorities, maintained schedules and monitored performance.
- Awards: Best Achiever Shop Manager in the East Region - 2020, Stars Shop Manager in the East Region - 2023 & 2024
Online Shop Owner
Self-employeed
10.2016 - 12.2019
- Established an online shop on Instagram and Snapchat specializing in modern handmade heritage pieces
- Focused on Customer Relationship Management (CRM) and networked with high-profile influencers
- Successfully managed direct sales, built a finance system, and budgeted for new product production
- Secured 3 TV interviews, 1 newspaper interview, and expanded sales to multiple countries, including Dubai, KSA, Bahrain, USA, Norway, and Germany
- Cultivated lasting relationships with social media influencers and customers.
Senior Customer Service Representative
Bank Of Jordan
01.2014 - 04.2016
- Mentored junior team members, contributing to their professional development and overall team success.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Call Center Agent
Bank Of Jordan
12.2010 - 01.2014
Education
Bachelor of Economics -
The Hashemite University
Training of Trainers
IBST
Six Segma
Alison
07.2024
Skills
- Team Leadership
- Performance Management
- Strategic Planning
- Staff Development
- Workforce Management
- Business Development
- Customer Relationship Management (CRM)
- Policy Implementation
- Verbal and written communication
- Staff Training and Development
- Business Planning
- Sales management
- Complex Problem-Solving
Certification
Human Resource Professional - Jordan
Profile
+9962-770777786, hibakokash.hk@gmail.com, Amman, Jordan
Accomplishments
- Documented and resolved defected Fiber request which led to decreasing the installment cost.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
Timeline
Online Shop Owner
Self-employeed
10.2016 - 12.2019
Senior Customer Service Representative
Bank Of Jordan
01.2014 - 04.2016
Call Center Agent
Bank Of Jordan
12.2010 - 01.2014
Business Development & Sales Manager
Orange
8 2018 - Current
Bachelor of Economics -
The Hashemite University
Training of Trainers
IBST
Six Segma
Alison
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