Summary
Overview
Work History
Education
Skills
Additional Qualifications
Personal Information
Timeline
Generic

Youssef Naji

Summary

Dynamic and results-driven leader with 18 years of experience in customer service management, telesales, digital sales, and contact center operations. Proven track record in driving sales, enhancing customer satisfaction, and leading high-performance teams. Adept at developing and executing strategic initiatives to achieve organizational growth and success. Seeking to leverage my expertise in sales and customer relationship management to contribute to a forward-thinking organization.

Overview

18
18
years of professional experience

Work History

Telesales Management Director – Commercial

STC Kuwait Telecommunications Co.
1 2019 - Current
  • Develop and execute an annual roadmap to achieve substantial growth in gross-adds, device sales, and service revenue while optimizing costs and resources
  • Manage a team of 5 managers and over 150 employees, along with 70 couriers from vendor companies
  • Oversee revenue growth through up-selling, cross-selling, migration, and acquisition campaigns, as well as proactive & reactive retention programs
  • Conduct comprehensive analysis to uplift the base, enhance customer value, and reduce potential churn
  • Implement strategic initiatives to proactively reduce voluntary termination and manage retention, controlling Mobile Number Portability (MNP)
  • Promote collaboration with Segments, Marcom, product development, CLM/CVM, and the Business Intelligence teams to ensure synergy across departments
  • Define key objectives to optimize sales and overall performance of digital and inbound/outbound call centers
  • Establish and review monthly KPIs & Commission Schemes for telesales staff and managers, ensuring revenue targets, objectives, and service level agreements (SLAs) are met
  • Coordinate with procurement department to negotiate and review annual contracts with vendors and courier companies, aligning them with company strategy & objectives
  • Lead continuous training and coaching programs to enhance product knowledge, customer experience, and quality assurance across all departments
  • Ensure business processes, rules, policies, and procedures are well-documented and adhered to across departments.

Outbound and Retention Operations Manager – Commercial

VIVA Kuwait Telecommunications Co.
01.2016 - 01.2019

Contact Center Supervisor – Commercial

VIVA Kuwait Telecommunications Co.
01.2011 - 01.2016

Contact Center Team Leader – Commercial

VIVA Kuwait Telecommunications Co.
01.2009 - 01.2011

Outbound Retention Specialist – Commercial

National Bank of Kuwait (NBK)
01.2007 - 01.2009

Customer Service Representative – Retail

International Financial Brokerage Group (IFBG) Kuwait
06.2006 - 03.2007

Education

Master of Business Administration (MBA) -

American University of Science and Technology (AUST)

Bachelor of Science in Banking and Finance - undefined

Lebanese American University (LAU)

Skills

Customer Relationship Management

Sales Strategy

Team Leadership

Revenue Growth

Customer Retention

Strategic Planning

Performance Optimization

Data Analysis

Vendor Management

Training and Development

Business Intelligence

Additional Qualifications

  • Harvard Business Publishing - Business Plan Development
  • Harvard Business Publishing - Retaining Employees
  • Harvard Business Publishing - Budgeting
  • Harvard Business Publishing - Project Management
  • Harvard Business Publishing - Strategic Execution
  • Global Executive Institute - Leadership Development: Strategies for Managerial Success
  • Global Executive Institute - Coaching through Persuasive Communication
  • Mini MBA

Personal Information

  • Date of Birth: 05/07/82
  • Nationality: Lebanese

Timeline

Outbound and Retention Operations Manager – Commercial

VIVA Kuwait Telecommunications Co.
01.2016 - 01.2019

Contact Center Supervisor – Commercial

VIVA Kuwait Telecommunications Co.
01.2011 - 01.2016

Contact Center Team Leader – Commercial

VIVA Kuwait Telecommunications Co.
01.2009 - 01.2011

Outbound Retention Specialist – Commercial

National Bank of Kuwait (NBK)
01.2007 - 01.2009

Customer Service Representative – Retail

International Financial Brokerage Group (IFBG) Kuwait
06.2006 - 03.2007

Telesales Management Director – Commercial

STC Kuwait Telecommunications Co.
1 2019 - Current

Master of Business Administration (MBA) -

American University of Science and Technology (AUST)

Bachelor of Science in Banking and Finance - undefined

Lebanese American University (LAU)
Youssef Naji