Open to opportunities

Samira Alaa

@samiraalaa

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Results-driven customer experience and growth manager with 10+ years.

Egypt

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What I'm looking for

I am looking for a leadership role that leverages my expertise in customer experience and sales management, fostering a collaborative environment and driving business success.

I am a results-driven and customer-focused manager with over 10 years of experience leading high-performing teams and driving business growth. My expertise lies in developing and executing strategies that optimize customer experience, increase satisfaction, and generate revenue. I have a proven track record of managing budgets and analyzing data to make informed business decisions, while building strong relationships with customers and stakeholders.

In my current role as Customer Experience and Sales Manager at VWN, I successfully manage a remote team, handle a diverse client portfolio, and implement innovative growth strategies that have significantly increased revenue. My previous experience includes leading service delivery teams and achieving sales targets, demonstrating my ability to foster a collaborative work culture and drive performance. I am passionate about leveraging my skills in customer experience and sales management to contribute to business success.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience and Sales Manager

Current

VWN

Jul 2022 - Present (3 years)

Successfully managed the customer experience department remotely, encompassing recruitment, training, and ongoing support for new hires. Designed and implemented surveys to gather client feedback, translating insights into actionable strategies that significantly improved the overall customer experience.

Remote Team Leadership Business Development Sales Team Leadership Talent Acquisition

Customer Success and Service Delivery Manager

Efficient Vision

Aug 2021 - Present (3 years 11 months)

Vigilantly monitored project progress, identified risks, and implemented corrective actions to ensure the success of projects. Led client onboarding activities, upgrade and migration projects, and other service delivery initiatives to enhance overall client satisfaction.

Monitoring Onboarding Cost Management Quality Management Team Leadership Resource Allocation

Associate Manager

Sutherland Global Services

Oct 2019 - Present (5 years 9 months)

Achieved a significant milestone by doubling sales revenues within two quarters. Implemented effective succession planning, people management, development, recruitment, and retention strategies to ensure a high-performing and motivated team.

Sales Leadership performance reporting Team Leadership Tenured Team Development Sales Revenue Succession Planning People Management Performance Reviews Team Building

International Account Team Leader

Vodafone UK

Jan 2014 - Present (11 years 6 months)

Created and implemented performance improvement strategies and plans, fostering a culture of continuous improvement within the team. Successfully managed several remote teams of 15 agents for 7 months, showcasing effective leadership in a distributed work environment.

Continuous Improvement Real Time Activity Management Remote Team Management

L&D Specialist

Vodafone UK

Oct 2013 - Present (11 years 9 months)

Delivered up-skilling training for existing employees, focusing on skill enhancement and professional development. Analyzed team performance and identified opportunities for additional training, contributing to ongoing skill enhancement.

Training Delivery Training Development Performance Tracking On Floor Training Performance Analysis

Education

Degrees, certifications, and relevant coursework

Alexandria University

Bachelor's Degree, Commerce, Accounting

Completed a Bachelor's Degree in Commerce with a specialization in Accounting from the English Department. This program provided a strong foundation in financial principles and business practices.