Operations management
Problem-solving
Customer service
Performance monitoring
MS office
Team leadership
Atef Ben Amor
sales operations supervisor
Doha
Summary
A seasoned sales operations with a proven track record at MTM Group, excel in driving customer satisfaction and team leadership. Leveraging expertise in operations management and problem-solving, I've developed strategies that significantly enhance performance and business growth. My approach has consistently achieved sales and retention targets, underlining my commitment to excellence and continuous improvement.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Sales Operations Supervisor
MTM Group
06.2019 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Work closely with the Sales and Marketing team to ensure alignment of brand strategy and the execution of marketing campaign & activities.
- Achieve Sales and Retention targets as set by the management
- Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
Duty Manager
Landmark Group Holdings
01.2017 - 01.2019
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
Shop Supervisor
Ooredoo Telecom
01.2015 - 12.2016
- Assist the Duty Manager in organizing the daily operational shop requirements such as staffing, cash and stocking to ensure that sales are maximized and company policy and procedures are followed by the staff.
- Monitor and addresses any issues in relation to stocks to the relevant party in order to maintain the stock level of the shop and to maximize sales opportunities.
- Assist the Duty manager in carrying out the daily priorities on a shift basis to ensure work flow completed within required timeline.
- Monitor the cash discrepancies of Sales Assistant within the Shop, ensure stock shrinkage does not exceed the budget.
- Conduct on the job training with the new sales teams to help improve their customer service and product knowledge skills to better serve the customer.
- Facilitate random spot checks on tills on a daily bases to maintain the companies honestly and Integrity standards are being applied by our staff.
- Co-ordinate the handover of shift briefings with the Duty Manager, regarding the daily tasks, store conditions, sales, shift coverage, and the day to day operations.
- Complete proper closing procedures per company policy of tills, store in-stock conditions, merchandising, and visual standards for assigned area.
- Handling sales returns and void slips.
- Authorizations of staff discounts whenever required, ensuring employee are not exceeding the monthly purchase limit and consistent approach has been applied to all employees.
- Respond positively to guest feedback/complain, understand guest expectations, brings all complaints to the attention of the Duty Manager or Assistant Retail Manager for future improvement.
- Deputize for duty manager when necessary.
- Communicating on a daily bases with the sales team on special promotions, and new products launches by conducting pre-shift briefings, ensuring the team is well briefed, and trained prior the launch of the new products and promotions.
Senior Sales Executive
ATB Bank
01.2014 - 01.2015
- Mentored junior sales executives, providing guidance on best practices and strategies for achieving success in the field.
- Facilitated relationships with target accounts through implementation of proven networking methods.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Leveraged strong negotiation skills to maximize profit margins while maintaining exceptional customer service standards.
- Increased customer satisfaction by resolving issues promptly and professionally.
Education
MBA - Commerce
Centre Sectoriel De Metier Tertiaire
Tunisia 01.2011 - 02.2014
Skills
Software
Oracle
Podio
Sales force
Oodo
Timeline
Sales Operations Supervisor
MTM Group
06.2019 - Current
Duty Manager
Landmark Group Holdings
01.2017 - 01.2019
Shop Supervisor
Ooredoo Telecom
01.2015 - 12.2016
Senior Sales Executive
ATB Bank
01.2014 - 01.2015
MBA - Commerce
Centre Sectoriel De Metier Tertiaire
01.2011 - 02.2014
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