Ismail Ahmed Ismail

• Implement the customer activation campaigns as per the Business Plan in all territories. • Define, track and manage customer Activation. • Use all the available tools and campaigns to develop customer activations. • Manage and track New MoMo Agents and Active MoMo Agents. • Manage the MoMo developer’s team in all regions to achieve the desired targets. • Monitor performance of Sales team in the assigned regions • Make regular contact to key customers to build stronger relationship • Coordinate with other MFS teams for efficient implementation of all assigned tasks/projects. • Utilize the Campaign Offering Tool and BI reports effectively by running multiple campaigns at the same time. • Assume role of project manager for all customer activations campaign and any other campaigned assigned by the management. • Initiate development of metrics to measure and monitor customer activations and agents behaviour. • Monitor and improve performance of Campaign initiatives. • Perform business cases related to all initiatives defined in the roadmap. • Track and insure the commission payment and the benefits accordingly. • Supervise and insure the branding implementation with coordination with MFS team • Perform ad-hoc duties as assigned by manager.

Business development manager role is to evaluate and insure the implementation the sales department projects plan, and follow up the steps forward and the accurate implementation, the collect, analyses, evaluates Sales data reports includes preparing, executing & update new and historical data and business plan; to support in proper decision making for sales activities and projects, all that aligned with identifies business opportunities, negotiates and closes business deals and maintains extensive knowledge of current market conditions, in addition to insure the full awareness and training for all S&D staff in the new projects & initiatives. • Make a market visit to insure the complete awareness and best implementation for the current/ new product and services. • Enhance MOMO activities with close monitoring and engagement with sales & MFS teams. • Engage internal and external contacts. • Forecast sales objectives and ensure they are fulfilled by the business development team • Submit and ensure data is accurate on frequent progress reports • Screens potential business deals by analyzing market strategies, deal requirements, potential, and financials; evaluating options; resolving internal priorities; recommending equity investments. Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations. • Reviewing timeframes and budgets. • Evaluate the projects plans and ensure timeline adherence. • Monitoring & follow up Sales projects execution; and ensure accuracy & efficient implementation of projects to achieve the desired goals. • Modifies, streamlined & follow up related processes and procedures. • Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals. • Perform Ad-Hoc duties as assigned by management

 Organize and prioritize departmental goals and workload.  Design and implement improvement strategies for systems; applications; procedures and processes in order to drive a continuous improvement. Manage service centers operations Maintain customer service requirements in accordance with client contract requirements. Work with all other operational areas to ensure timely resolutions of internal and external customer inquiries. Lead the team to achieve objectives.  Ensure that internal procedures are correctly interpreted,  Control and follow up the task distribution among the members of the team.  Follow-up representatives results by taking appropriate corrective action.  Communicate and coordinate with other departments in order to better serve the subscribers.  Ensure appropriate preventive and corrective action in maintain standards of quality and subscribers satisfaction.  Ensure the generation of daily statistics reports.  Report to the Service Centers Senior Manager any alarming complaint, case and valuable information.  Communicate with other departments and management to resolve problems and expedite work.  Ensure the delivery of agreed service and quality standards through communication of targets, effective team coaching and good workflow/resource management.  Visit service centers to ensure that supervisors and employees are following policies and procedures on weekly bases.  Issue a weekly report of service centers under his/ her responsibility area (Waiting Time, Maintenance, Sales, Stock on Hand, etc….).  Assist in service centers selection based on agreed criteria.  Follow up with all concerned parties the establishment & maintenance of the service centers under his/ her area.  Responsible for Service Centers neatness and cleanliness. Ensure that dress code and on-site behavioural directives are well respected by staff.  Validate the quarter stock count report.  Perform Ad-Hoc duties as assigned by management.

Ensure that internal procedures are correctly interpreted, property maintained and effectively administered.  Control and follow up the task distribution among the members of the team.  Follow-up Agents results by taking appropriate corrective action.  Communicate and coordinate with other departments in order to better serve the subscriber.  Ensure appropriate preventive and corrective action in maintain standards of quality and subscriber satisfaction.  Track all service issues, including errors, production numbers, compliments and complaints.  Report to the Service Centre Manager any alarming complaint, case and valuable information.  Prepare a monthly report of all transactions done during the month.  Generate daily statistics reports.  Handle difficult cases faced with unsatisfied customers and VIP’s.  Provide daily and on-going direction to department employees.  Audit and evaluate job performance on each of the job positions assigned on a regular basis.  Withdraw approved requested order from IFS & Physically  Collect the daily cash form Agent and reconciliation with daily sales report.  Return the remaining stock from agents daily.  Generate the SC whole sales report and reconciled with total cash amount and deliver to the bank  Check the distributor details & Delegate person  Deliver the goods to the distributor with stamped invoice generated from IFS & Send the original Doc. To finance & archive the hard copies.  Control the service center stock & keep proper stocktaking documentation.  Responsible for Service Centers neatness and cleanliness. Ensure that dress code and on-site behavioral directives are well respected by staff.  Perform Ad-Hoc duties as assigned by management.  Communicate with other departments regarding Service Centre maintenance.

customer care management add to me another duties beside service center supervisor and delegate me to handling of new project at MTN as project coordinator ( Acting Manger ) for new CSP franchise project (service center point) . Responsibility at the project:  Prepare project Brief for any new franchise contains :  Project Objectives  Scope of Proposed Project  Time frames  Cost analysis  Operational Costs  Benefits analysis.  Franchised SC Selection :  Franchised SC Owner selection The selection of the Franchised SC owner is another duties and responsibility that supposed to select the right owner and that will be under several conditions:  Enthusiastic person.  Financial Capability.  Field experience.  Committed to MTN contract conditions.  Multi-option for variable location . Other task and responsibility :  Coordinate with Transmission (Network) for site connectivity data to Franchise.  Coordinate with capital project team (civil engineer) for Preparation of drawing and design.  Provide finance with monthly report to prepare monthly commission for each franchise  Stock control and prepare the weekly order as the Incentive Scheme Table( up front commission ).  Audit and evaluate job performance to each franchise supervisor.  Lead the team to achieve pre-established objectives.  Control and follow up the task distribution among the members of the team.  coordinate with other departments in order to better serve the subscribers.  Visit franchise to ensure that supervisors and employees are following policies and procedures on weekly bases.  Manage franchise operations  Prepare a monthly report of all transactions done during the month at all franchise and compare it with the monthly target for each franchise.  Communicate and coordinate with franchise owner and the company ( MTN . Achievement: Nine franchise must be opened around Sudan ( Khartoum & region ) during the period

 Welcome the subscriber and inquire about purpose of visit.  Able to handle complain, even when handling unpleasant customer.  Provide the subscriber with requested information according to company policies and procedures.  Research and resolve complex customer issues/inquiries that may require interpretation.  Receive and transfer subscriber’s complaints to the concerned person (if any).  Accept cash for services received according to established procedures.  Calculate total fee and count money, give change and issue receipt for funds received.  Post transactions data to computer system or other approved means, review computer reports to ensure accuracy, adjust or correct errors.  Balance cash drawer against receipts, document discrepancies, and issue a daily sales and payments report.  Report to the supervisor any alarming complaint, case and valuable information.  Withdraw approved requested order from IFS & Physically.  Check the distributor details & Delegate person.

 Install program .  Update the system .  Design .