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Amr Hatem

@amrhatem1

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Business Development Manager at Total SMS, growing international B2B accounts and optimizing portfolio margins.

Egypt

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At Total SMS, I serve as the commercial point of contact for international enterprise partners, managing account relationships and growth. I run route testing and pricing strategies to optimize profitability, while negotiating rates and monitoring partner performance.

At Teleperformance Egypt | Etihad Airways, I supervised group booking operations across international markets and developed an automated tracker that cut reporting time by over 50%. Earlier, I supervised live chat support teams and improved guest satisfaction by 10% quarter-over-quarter.

Experience

Work history, roles, and key accomplishments

Current

Business Development Manager

Current

Total SMS

Nov 2025 - Present (1 year)

Serve as the sole commercial point of contact for international enterprise partner panels, managing daily B2B relationships and corporate traffic growth. Manage the full commercial lifecycle of global accounts, focusing on scaling traffic volumes and increasing overall portfolio profit margins.

Business Development B2B Strategy Key Account Management Contract Negotiation SLA Monitoring KPI Monitoring Salesforce Sprinklr NICE CXOne

Groups Booking Supervisor

Teleperformance Egypt

Jul 2025 - Oct 2025 (3 months)

Managed Etihad Airways' entire corporate group accounts operation across 14 international markets, supervising a team of agents handling 150–400 daily group booking requests. Oversaw $4M USD in annual corporate sales revenue and maintained 100% compliance across all business-critical attributes.

Amadeus GDS Salesforce GSO Team Leadership Performance Management Data Analysis SLA Compliance Revenue Management

Operations Supervisor – Live Chat Support

Teleperformance Egypt

Sep 2024 - Jun 2025 (9 months)

Supervised Live Chat Support teams serving Etihad Airways customers, leading and coaching a team of 10–20 agents. Improved guest satisfaction by 10% quarter-over-quarter and reduced average handling time through workflow enhancements.

NICE CXOne Sprinklr Team Leadership Performance Coaching SLA Compliance Process Improvement Customer Service

Customer Success Specialist

Teleperformance Egypt

Jun 2022 - Sep 2024 (2 years 3 months)

Provided chat and email-based guest support for Etihad Airways clients, assisting with flight bookings, delays, baggage inquiries, and complaint resolution. Consistently exceeded KPIs for response time, issue resolution, and guest satisfaction.

Sprinklr CRM Customer Support Issue Resolution Service Recovery KPI Achievement

Education

Degrees, certifications, and relevant coursework

Sadat Academy for Management Sciences

Bachelor's, Business Information Systems

Bachelor's in Business Information Systems, graduated July 2025, with a core focus on data analytics, business infrastructure, and information systems to optimize commercial workflows.