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Network Power<100 people
Roles
✔️100%
IT
💰50%
Investor & VC
💸50%
Marketing
Geos
🇬🇪50%
Georgia
🇺🇸50%
United States
Work Background
PaxeraHealthCustomer Success Director - Zone 3 (Independent consultant)
Jan. 2023 - Nov. 2023Dubai, United Arab EmiratesAs a Customer Success Director, I took the initiative to strategically highlight customer success stories and testimonials, significantly elevating the company's reputation. Collaborating closely with cross-functional teams in product development, sales, and support, I orchestrated a unified approach that consistently delivered exceptional value to our customers. Key Accomplishments:
☛ Guided stakeholder engagement through advanced negotiation techniques, fostering collaboration and optimising project outcomes.
☛ Utilised analytical skills to execute impactful market segmentation and implement targeted communication strategies, resulting in heightened market penetration.
I.D. Metwally ConsultancyBusiness Owner
Apr. 2021Dubai Internet City, SD1-481, Bldg 16, Dubai, United Arab EmiratesI am presently at the forefront, driving the development and execution of highly impactful KPI and metric frameworks. My role is pivotal in propelling operational efficiency to unprecedented levels. Additionally, I am trailblazing mentoring programmes to not only enhance team competencies but also establish a culture of continuous improvement and skill development that sets new standards. Key Accomplishments:
☛ Championed revolutionary consultancy initiatives in Data Science and Business Analytics, simultaneously orchestrating process enhancements that significantly boosted operational performance.
☛ Engineered substantial improvements in customer service through strategic interventions, contributing to heightened customer satisfaction levels and an enhanced brand reputation.
PhilipsProgram Manager - International Operations
Oct. 2018 - Mar. 2021Dubai, United Arab EmiratesDuring this tenure, I propelled operational excellence in EDI International markets by revolutionising the customer service experience through collaborative leadership. I actively addressed intricate technical challenges and business issues, streamlining operations and elevating overall customer satisfaction. Spearheading transformative process improvements, I introduced cutting-edge monitoring and reporting tools, refined policies and procedures, and executed advanced support practices. I advocated for and championed Knowledge-Centred Support principles, instigating a cultural shift towards continuous improvement and knowledge sharing across teams. Internally, I effectively communicated customers' priorities and requirements, aligning Organisational strategies with customer-centric initiatives for sustained success. Key Accomplishments:
☛ Executed a flawless SRSA/RMS migration, orchestrating a seamless shift from Carestream to Philips infrastructure, positively impacting 2,400+ customers, and actively engaging 650+ support users.
☛ Directed and enhanced transitional protocols for swiftly establishing new user accounts and SRSA customer connections, ensuring uninterrupted operations, and enhancing user satisfaction throughout the expansive migration process.
☛ Led operations with strategic prowess as the driving force and primary stakeholder in initiating and executing impactful Corrective and Preventive Actions (CAPAs) to uplift the benchmark for service quality.
☛ Facilitated a unified, top-tier customer service experience by collaborating with support leaders in international markets to implement a culture of daily management excellence.
Philips HealthcareSoftware Customer Care Manager MENA - Healthcare Informatics
Jan. 2011 - Sep. 2018Dubai, United Arab EmiratesAt the helm of C-level customer relations, I orchestrated a strategic approach to ensure unparalleled engagement and satisfaction throughout the client lifecycle. Proactively navigating escalations, I spearheaded impactful product enhancements through dynamic collaboration with central support and product development teams, driving continuous improvement initiatives that significantly elevated overall client satisfaction. Key Accomplishments:
☛ Elevated customer trust in service capabilities, leading to the procurement of a $14M cardiology contract in 2019.
☛ Founded and managed a regional support entity for Healthcare Informatics Customers in the Middle East and Turkey, concurrently overseeing the establishment of a dedicated regional support centre.
☛ Offered leadership and direction to a team of customer success managers, skilfully negotiating and managing profitable recurring Healthcare Informatics support contracts built on a sustainable value proposition.
Siemens LLCRegional Sales Manager - for the Lower Gulf
Apr. 2006 - Mar. 2010Dubai, United Arab EmiratesAt the helm of the IKM/HIS Organisation, I strategically cultivated formidable relationships with health authorities and key healthcare establishments in the lower Gulf region. Pioneering a sweeping transformation of the sales and delivery model, I orchestrated a remarkable turnaround, achieving substantial gains in profitability, cost reduction, and elevating customer satisfaction to new heights. Key Accomplishments:
☛ Engineered a remarkable financial turnaround for the IKM business by successfully navigating from a loss-making position to a profitable venture. ☛ Surpassed sales targets by showcasing a proactive and high-impact approach to raise business growth. ☛ Empowered and rejuvenated channel partners across the region as well as ignited a substantial boost in sales performance.
Hewlett-Packard Middle East FZ-LLCPartner Operations Manager - MEA
Mar. 2003 - Mar. 2006Dubai, United Arab EmiratesI strategically led the development and impeccable management of the Partner Operations Organisation across the Middle East and Africa, driving a relentless pursuit of operational excellence and seamless functionality. Key Accomplishments:
☛ Led a 12-member team across the MEA region, ensuring efficient collaboration and optimising team performance.
☛ Provided HP management with dependable data to formulate sales targets, contributing significantly to strategic decision-making.
☛ Streamlined and improved reporting processes by purging the existing system, resulting in more accurate and actionable insights.
☛ Implemented a dynamic and effective partner training and certification operation, leading to increased partner efficiency.
☛ Conducted comprehensive analyses of channel trends, covering growth and market share across various business groups.
☛ Established process-based governance to enhance the quality and reliability of partner reporting.
☛ Played a pivotal role as the primary liaison and counterpart for local channel marketing and sales compensation managers.
Aspidex / AregonMarketing Manager
Jul. 2001 - Mar. 2003Dubai, United Arab EmiratesIn this role, I developed comprehensive marketing strategies aligned with overall business objectives, incorporating insights into target audiences, competition, and market trends. Managed the marketing budget, allocating resources effectively across various channels to maximise ROI. Conducted market research to identify opportunities, assess customer needs, and stay informed about industry trends, competitors, and emerging technologies.
Great PlainsRegional Channel Director
Dec. 2000 - Jun. 2001Dubai, United Arab EmiratesAs a Regional Channel Director, I played a pivotal role in Partner Relationship Management, cultivating and maintaining robust connections with channel partners to ensure seamless communication and collaboration. Additionally, I focused on Sales Enablement by offering crucial support and resources to channel partners, enhancing their sales capabilities through training, providing marketing materials, and deepening their product knowledge. In the realm of Performance Analysis, I consistently analysed channel performance metrics, evaluated the effectiveness of channel programmes, and made data-driven decisions to optimise results and drive success in the regional channel.
International ElectronicsDepartment Manager
Aug. 1999 - Nov. 2000Cairo, EgyptMedical Informatics, Egypt
Responsibilities:
Managed the 12-strong team of designers and developers
Lead the development of IMHOTEP HIS, and successful implementation in a pilot hospital
Microsoft CorpCustomer Unit Manager
Jan. 1997 - Jul. 1999Grew Microsoft SMB revenue by 238% through developing and implementing channel breadth and depth programs in Egypt
Grew reseller breadth by more than 230%
Grew average revenue per depth reseller by more than 220%
Grew sales partners by more than 250%
Established Microsoft Certification as a "must have" across the market.
Signed on two AATP (Authorized Academic Training Program) members with sales outlets for academic products to three universities
Established sellout programs to maintain inventory at 8 weeks
Acer Computer (M.E.) LtdCountry Sales Manager, Kingdom of Saudi Arabia
Jan. 1995 - Jan. 1997Re-structuring Acer Distribution channels in Saudi Arabia & Developing a multi-tier distribution network in Saudi Arabia
Appointed 20 dealers/VARs under the existing 3 distributors
Implemented a pricing structure from FOB to end user, taking into consideration distributor and dealer margins.
Establishing a balanced relationship between the existing three distributors to focus on competition from other brands thus maximizing revenue and market share.
Schlumberger Wireline & TestingField Service Engineer
Jun. 1987 - Oct. 1989
Computers & Electronics HouseVarious Positions
Jan. 1986 - Jan. 1995Held various positions and was a key player in driving the growth of the organization from a single office with 10 employees to become a leading IT solutions provider representing over 30 world leading vendors and establishing five branches and more than 250 employees
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