I'm Mohamed Chaara

Workforce management consulting

Contact centres consulting

Management data portals design and development

About me

A small introduction about my self

Mohamed Chaara

Business Development Consultant

I am Master of Business Administration Degree holder with an extensive experience in planning, analysing, measuring, and managing performance and identifying business drivers for various industries and sectors. I have a hands-on approach in providing suitable and practical KPIs, preventive and corrective solutions, goals, and objective.

In addition to a proven track record in translating ideas and requirements into realities for a wide variety of business models and applications, I am a team player who worked with and managed a team of professionals with the objective of providing world class service while ensuring productivity, efficiency, growth, and profitability in various industries and different countries.

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Skills and Abilities

I have a proven track record in

Microsoft Excel

Templates, data analysis, and reporting

Office Applications

Word processing, database, and presentations

Data Mining and Analysis

Report creation, design, and implementation

WFM

Scheduling, staffing, and requirement calculation

Client relations

Communication, requirements analysis, and KPI modelling

Business Portals

Designing and implementing CRM, HRMS, and delivery management systems using PHP and MySQL

Work Experience

My current & previous associations

Mar 2014
Present

World Wide Halls - Kuwait

Executive Manager

World Wide Halls is a leading company specializing in the construction and lease of prefabricated halls and structures. As an Executive Manager, I report directly to the board of directors, and the main responsibilities of my role are as follows:
- Communicating with suppliers and manufacturers to assess the requirements of the company.
- Conducting market research to determine new lines of business.
- Costing and pricing of contracts.
- Establishing contacts with potential customers and projects.
- Overseeing the overall management of projects and allocating duties to specialized teams of staff.

Among the projects managed recently are:
- Hajj tenting for the year 2015.
- Kuwait Army School of cadets graduation 2015.
- Q8 Food Festival 2015 and 2016.
- EQUATE turn around exercise 2014.
- Hajj tenting for the year 2014.

Mar 2014
Jul 2015

Draiwil Delivery Solutions - Kuwait

Executive Manager

The company provides logistics and delivery solutions to a wide array of industries that include (but are not limited to) financial institutions, education institutions, food and beverage companies, home businesses, and manufacturing companies. As a manager of operations and support services I am in charge of the overall performance of the company and I directly supervise and manage the heads of finance, marketing, customer service, human resources and administration department. I report directly to the board of directors, and among the responsibilities of my role were:
- Design and implementation of the Delivery Management System (DMS).
- Managing the day to day and overall performance of the contact centre.
- Communicating with customers and sourcing new venture for the company.
- Analysing daily and monthly performance and establishing KPIs for all business units.
- Designing and implementing company wide policies related to overall placement of the company in the market.
- Performing market research on products and services to maintain a competitive edge over competitors.

Aug 2012
Mar 2014

Kuwaiti American Foodstuff Co. - Kuwait

Contact Center Manager

The company is a member of Al-Shayeji International Group and is specializing in casual and fine dining. As a contact center manager, I reported to the general manager and work closely with the heads of operations, finance, home delivery, and marketing and act as a link between the management and the customers to plan and execute business targets.
The main responsibilities of my role were:
- Designing and implementing the new contact center.
- Managing and supervising the overall performance of the contact center.
- Managing the Telemarketing and Telesales business units.
- Analyzing the daily and monthly trends and establishing KPIs and sales targets to eliminate wastage, and to optimize performance.
- Analyzing the overall performance of the company.
- Providing detailed reports on sales, transactions, and customer experience.
- Working with Operations, Home Delivery, and Marketing department to improve and expand the company customer base.
- Working with Finance and IT to design and implement POS and reporting systems.

Jul 2010
Jul 2012

Scicom (MSC) Berhad - Malaysia

Assistant Manager - MIS Department

The company is the leading Business Process Outsourcing (BPO) provider in Malaysia, providing customer service solutions to 96 countries. As an assistant manager, I reported to the vice president of MIS, and worked directly with the COO of the company. I lead a team of six MIS Specialists and 20 Customer Service executives .The main responsibilities of my role were:
- Managing and supervising the performance of MIS Specialists.
- Managing and supervising the performance of Customer Service executives.
- Analysis of trends and performance data to achieve external and internal targets,eliminate wastage, and to optimize performance.
- Identifying performance related issues and providing solutions.
- Designing reporting templates and tools.
- Providing RFP requirements to the Business Development Unit to bid for new projects.
- Working with the Project Management Office to start up new projects and set, measure and analyse targets and KPIs.
- Conducting cost analysis for existing projects to identify areas of improvement.
- Communicating with internal and external clients.
- Overseeing the performance of the contact center projects and departments
- Ensure adherence to ISO Policies, SOPs, and work instructions

In this capacity, I have managed and provided RFP responses to multiple projects.
Project that I have directly managed are as follows:

Nokia Middle East and Africa Nokia APAC SingTel
Air Asia Malaysia Air Asia Thailand Air Asia Indonesia
Tune Money Tune Mobile Edexcel
GE Money Singapore McDonald’s Malaysia Peach Airlines
Digi Telecommunication uMobile B/S/H
Hewlett Packard Manipal Intl’ University CitiLink – Garuda Indonesia

Oct 2008
Jun 2010

Scicom (MSC) Berhad - Malaysia

Specialist - MIS Department

As a specialist, I reported to the Assistant Manager of MIS and worked directly with the Vice President of MIS Department. The main responsibilities of my role were:
- Designing reporting templates and tools.
- Scheduling agents and support team for all the contact center projects (More than 900 agents and support team members) using Erlang-C Scheduling Tools.
- Communicating with internal and external clients.
- Running reporting tools and analyzing contact center KPIs and performance.
- Assisting in the real time floor management to achieve the contact center targets.

In this capacity, I have performed supervision and management duties related to the following projects:

Nokia Middle East and Africa Nokia APAC SingTel
Air Asia Malaysia Air Asia Thailand Air Asia Indonesia
Viva Macau Airlines GE Money Singapore ScicomAcademy

May 2008
Present

VisionKL Magazine - Malaysia

Arabic Language Translator

Since 2008, I have been contracted to translate and provide proof-reading services for the yearly Arabic Supplement of VisionKL Magazine that is published by VisionFour Media of Kuala Lumpur, Malaysia for a total of 12 Editions to date.

Aug 2007
Oct 2008

Scicom (MSC) Berhad - Malaysia

Executive - Technical Support (Nokia Network Management System - NMS)

As an executive, I reported to the Operation Manager. The main responsibilities of my role were:
- Handling inbound and outbound enquires with regards to the NMS tracking.
- Communicating with the clients with regards to the requirements and progress of system implementation.
- Attending conference calls and providing weekly and monthly updates to clients.

Jan 2007
Aug 2007

Scicom (MSC) Berhad - Malaysia

Executive - Technical Support (Nokia Middle East and Africa)

As an executive, I reported to the Assistant Manager - Operations. The main responsibilities of my role were:
- Handling inbound and outbound enquiries related to Nokia products and services.
- Assisting in the real time floor management to achieve the contact center targets.

Jan 2007
Aug 2007

CS Trading Co. - Morocco

Representative

CS Trading is a trading company involved in import and export. As a representative, I reported to the managing director, and I have travelled to China and Hong Kong to source for electronics suppliers during the Hong Kong Spring Fair and the Cantoon Fair.

Education & Diplomas

My academic career

Nov 2008

Master Degree in Business Administration

United Business Institutes - Malaysia

General Management

Nov 2006

Bachelor Degree in Business Administration

United Business Institutes - Malaysia

Management Information Systems

Jul 2001

General Secondary School Certificate

Al Najat School - Kuwait

Science Stream

Get In Touch

Please feel free if you would like to have a chat.

Contact details

Sharq, Ahmad Al Jaber Street, Al Awadhi Towers

+965 5576 1930

mdchaara@mdchaara.com

www.mdchaara.com

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