Suhib Alareid
Country Sales Manager
Amman,AM
Summary
Goal-oriented manager with distinguished experience in Financial industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Country Sales Manager (Jordan & Kenya)
INGOT Brokers
11.2022 - Current
- Establish sales unit and recruit talented sales team members for both jordan team and Kenya team.
- Provide weekly reports and feedback on leads, conversions, and any issues that clients or IBs are facing, establish quarterly and yearly plans.
- Build, manage, and coordinate educational seminar /roadshow for year to educate IBs and clients on Ingot.
- Maintain and develop excellent relationships with IB partners.
- Allocate budget and maintain expenses within budget for Jordan Sales team and Kenya office.
- Fully understand and implement all Anti Money Laundering (AML) and Know Your Customer (KYC) procedures
- Arrange and manage all wholesale and institution clients within the country (Jordan and Kenya)
- Suggest marketing and payment solutions if needed, and any hints to enhance the client's journey, experience, and offerings with INGOT.
- Attain full understanding of the company internal procedures and workflows and train both teams.
- Organize, manage, and attend various events from networking meetups to industry conferences.
- Execute the end-to-end establishment and build-up of Ingot in the country; at the operational, commercial, and regulatory levels.
- Managed a high-performing sales team to exceed targets and expand market share
Client Success Manager
INGOT Brokers
10.2021 - 10.2022
- Develop and meet quarterly and annual Retention goals by developing new strategies & plans for the department and INGOT Brokers' vision
- Work to foster current client relationships by building trust, credibility, and loyalty with all potential clients whether Active or Inactive, as well as ensure the highest customer satisfaction rate
- Develop and manage Key Performance Indicators (KPI's) essential to achieving stated goals
- Uses independent judgment to create and implement policy and procedure while following INGOT's core values, Ethics, Commitment, Teamwork and Creativity
- Mentor and assist all team members ensuring continuous growth in the team.
Global Customer Care Center Trainer
Arab Bank
08.2017 - 09.2021
- Design, develop, and deliver quality training programs globally
- Coordinate with Customer Care Center management team globally to ensure that all their training plans are implemented and that the training needs, requirements, and queries are met in an effective manner
- Maintain adequate knowledge globally about all retail products and services, systems, policies, and procedures
- Support the supervisors in calls quality monitoring, to identify training needs and requirements, and set a plan for training all team members globally
- Proactively involve in the global training process by conducting an ongoing assessment of team's product knowledge level
- Responsible on preparing all exams that are conducted for all agents periodically - globally
- Manage and implement the full training Program for New Recruits to cover products, services, systems, and interpersonal skills globally
- Update the Customer Care Center site as per new amendments and changes
- Assist in providing periodic evaluation and progress reports on training needs, lacks and improvements globally
- Participate in interviewing and hiring new recruits to assess the required communication skills
- Prepare morning meetings discussions that will cover rich cases, valid calls and any amendments on products and policies
- Provide information on all Bank Products to existing & potential clients globally
- Identify & forward customers feedback and contribute to process improvement globally
- Support Customer Care Center Manager globally in achieving teams sales target & net profit, migration to E-Channels.
Customer Care Center Outbound Officer (Acting Team Leader)
Arab Bank
11.2016 - 07.2017
- Maintain high call quality standards when dealing with customers
- Obtain suitable level of information on prospects and record them as appropriate
- Report accurately on daily activities to the supervisor
- Handling urgent cases in the absence of supervisors
- Selling bank products and services such as successful leads and credit cards activities and generate quality service opportunities
- Migrate to E-Channels.
Customer Care Center Inbound Officer
Arab Bank
08.2015 - 10.2016
- Provide information on all Bank Products to existing & potential clients
- Selling bank products and services such as successful leads and credit cards activities and generate quality service opportunities
- Migrate to E-Channels
- Resolve customer inquiries, either directly or conjointly with the other concerned departments
- Execute client instructions as per Arab Bank P&P's
- Identify & forward customers feedback and contribute to process improvement.
Workforce Management Senior Officer
Extensya
06.2015 - 08.2015
- Scheduling and forecasting on weekly basis for call center
- Monitor real-time staffing Adherence Alert
- Monitor real-time ACD agent work state report
- Generate daily, weekly and monthly performance report in order to track productivity and performance.
Workforce Management Supervisor
Fiber Business Solutions
03.2015 - 05.2015
- Supervise workflow and daily activities in four sectors: Administration; Forecasting and scheduling, Reporting and Operation
- Maintain the WFM application date and manage all WFM processes including Generate schedules for all call center staff using Aspect WFM Software
- Cooperate and advise Call Center Operations leadership on WFM processes
- Provides payroll information by collecting time and attendance records
- Calculate attrition and turnover rates
- Calculate overtime and allowance.
Workforce Management Specialist
Fiber Business Solutions
03.2014 - 03.2015
- Scheduling and forecasting on weekly basis for call center
- Generate daily, weekly, and monthly performance report in order to track productivity and performance
- Mark all special days and special events for future schedules
- Maintain tracking of al PTO, time off, meetings, training, and other schedule affecting exceptions.
Operations team Leader
Crystel
12.2013 - 02.2014
- Organize, direct, and monitor daily activities of team of customer service agents
- Monitor and review individual and team performance
- Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
- Prepare reports as needed.
Education
Bachelor's Degree - Marketing
University Of Jordan
Amman, AM 09.2009 - 05.2013
Skills
Budgeting expertise
Projects
Project Manager for HISA Partnership: Led the integration project with HISA, a physical stocks app in Kenya Nairobi, to add CFD products to their platform.
Responsibilities included:
- Hiring and managing a Telesales team.
- Setting project requirements and ensuring alignment with business objectives.
- Coordinating with the IT team for seamless integration.
- Organizing an event in Nairobi, Kenya, to announce the partnership, enhancing brand visibility and market reach.
Certification
Call Center Driving License for Leader
Personal Information
- Date of Birth: 09/27/91
- Nationality: Jordanian
- Marital Status: Single
References
Available Upon Request
Timeline
Country Sales Manager (Jordan & Kenya)
INGOT Brokers
11.2022 - Current
Client Success Manager
INGOT Brokers
10.2021 - 10.2022
Call Center Driving License for Leader
12-2018
Global Customer Care Center Trainer
Arab Bank
08.2017 - 09.2021
Customer Care Center Outbound Officer (Acting Team Leader)
Arab Bank
11.2016 - 07.2017
Customer Care Center Inbound Officer
Arab Bank
08.2015 - 10.2016
Workforce Management Senior Officer
Extensya
06.2015 - 08.2015
Workforce Management Supervisor
Fiber Business Solutions
03.2015 - 05.2015
Workforce Management Specialist
Fiber Business Solutions
03.2014 - 03.2015
Operations team Leader
Crystel
12.2013 - 02.2014
Bachelor's Degree - Marketing
University Of Jordan
09.2009 - 05.2013
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