Available to hire
I am a highly accomplished marketing leader with over 16 years of experience in the telecommunications sector. I specialize in leveraging data-driven strategies to build strong brand-customer connections and optimize market performance. With an MBA and Google certifications in Digital Marketing & Analytics, I have a proven track record in launching successful campaigns, optimizing customer journeys, and leading high-performing teams.
I am passionate about transforming market insights into tangible growth through innovative service offerings and targeted marketing initiatives. My skills blend analytical data interpretation with compelling storytelling, and I thrive on mentoring teams to achieve excellence and drive business results.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Language
Arabic
Fluent
English
Advanced
Work Experience
Services Marketing Specialist at Syriatel Mobile Telecommunication
June 1, 2021 - February 28, 2025Spearheaded the design and development of new service features, offers, and applications, alongside enhancing existing ones, based on in-depth customer behavior and market trend analysis, consistently achieving corporate objectives for revenue growth and market penetration. Conducted comprehensive market research and competitive analysis to identify customer needs, preferences, and emerging trends, leading to the successful launch of 3 new service packages specifically tailored to target demographics. Collaborated cross-functionally with sales, product development, and IT teams to align marketing strategies with overarching business goals, ensuring seamless execution and market readiness. Managed end-to-end marketing campaigns from concept development to execution, resulting in a 15% increase in customer acquisition within the first year. Developed and delivered presentations and reports to senior stakeholders with actionable recommendations. Cultivated relationships with external stak
Marketing Executive at SAWA ISP
November 1, 2016 - December 31, 2020Developed, executed, and monitored comprehensive digital and offline marketing campaigns to promote SAWA’s internet services, including fiber, broadband, and enterprise solutions. Performed in-depth market research and competitive analysis to inform data-driven marketing decisions and identify key trends. Enhanced brand visibility and market positioning through consistent messaging and strategic content creation. Managed digital marketing efforts such as SEO, SEM, email marketing, and paid social media campaigns to maximize lead generation. Created tailored marketing content for websites, social media, newsletters, and promotional materials. Supported customer acquisition and retention strategies including loyalty programs and referral campaigns. Analyzed campaign performance with Google Analytics and CRM systems to improve ROI. Collaborated with sales and product teams to align marketing efforts with business goals. Organized marketing events, exhibitions, and sponsorships. Assisted
Customer Service Quality Monitoring Supervisor at SAWA ISP
January 1, 2013 - October 31, 2016Reviewed and evaluated customer service interactions to ensure adherence to service standards, policies, and procedures. Designed and implemented quality assurance guidelines tailored for internet service operations. Generated quality reports and dashboards identifying trends and performance gaps. Provided feedback and coaching to customer service agents to enhance performance. Collaborated with training teams to develop targeted training programs. Analyzed customer feedback and satisfaction surveys to recommend improvements in service processes. Ensured compliance with regulatory requirements and company policies. Led and mentored a team of quality assurance analysts. Utilized quality monitoring tools to streamline evaluation processes. Worked closely with technical support and network operations teams to ensure service quality met operational objectives.
Customer Service Quality Monitoring Specialist at Syriatel Mobile Telecommunication
September 1, 2009 - December 31, 2011Contributed to updating and improving customer service department processes to meet quality standards. Monitored and evaluated employee-customer interactions, providing feedback to improve service quality and adherence to protocols. Analyzed complaint handling quality to identify trends and recommend process improvements. Collaborated with cross-functional teams to implement quality assurance measures resulting in a 10% improvement in customer satisfaction scores. Prepared detailed reports highlighting insights and strategic recommendations. Coached and mentored team members to foster a culture of excellence.
Contact Center Representative at Syriatel Mobile Telecommunication
July 1, 2007 - August 31, 2009Responded to diverse customer inquiries and resolved issues professionally and promptly, maintaining high customer satisfaction in line with service standards. Managed high call volume efficiently in a fast-paced environment. Utilized problem-solving skills to achieve a 95% first-call resolution rate. Documented customer interactions in CRM systems accurately. Collaborated with team members to improve service quality. Consistently met and exceeded performance metrics including call handling time and satisfaction scores.
Services Marketing Specialist at Syriatel Mobile Telecommunication
June 1, 2021 - February 28, 2025Spearheaded the design and development of new service features, offers, and applications, alongside enhancing existing ones, by analyzing customer behavior and market trends. Achieved corporate objectives for revenue growth and market penetration. Conducted comprehensive market research and competitive analysis, leading to the successful launch of 3 new service packages. Collaborated cross-functionally with sales, product development, and IT teams to align marketing strategies with business goals, ensuring seamless execution. Managed end-to-end marketing campaigns, resulting in a 15% increase in customer acquisition. Delivered presentations and reports to senior stakeholders with actionable recommendations. Cultivated relationships with external stakeholders to enhance brand reputation. Managed vendor relationships, optimized contracts within budget. Mentored team members to foster innovation and professional growth.
Marketing Executive at SAWA ISP
November 1, 2016 - December 31, 2020Developed, executed, and monitored comprehensive digital and offline marketing campaigns for internet services. Conducted market research and competitive analysis to inform data-driven marketing decisions. Enhanced brand visibility and market positioning via consistent messaging and content creation. Managed digital marketing efforts including SEO, SEM, email marketing, and paid social media campaigns to optimize lead generation. Created engaging marketing content tailored to customer segments. Supported customer acquisition and retention strategies, including loyalty programs and referral campaigns. Analyzed campaign performance with tools such as Google Analytics and CRM, adjusting strategies to improve ROI. Collaborated closely with sales and product development teams to align marketing efforts. Organized marketing events and managed budget allocation.
Customer Service Quality Monitoring Supervisor at SAWA ISP
January 1, 2013 - October 31, 2016Reviewed and evaluated customer service interactions to ensure adherence to service standards. Designed and implemented quality assurance guidelines aligned with customer experience goals. Generated quality reports and dashboards to identify trends and performance gaps. Provided feedback and coaching to customer service agents to improve performance. Collaborated with training teams to develop targeted programs based on monitoring insights. Analyzed feedback and complaints to recommend service process improvements. Ensured compliance with regulatory and company policies. Led a team of quality assurance analysts, optimizing quality monitoring tools. Worked with technical support and network operations to align service quality with operational objectives.
Customer Service Quality Monitoring Specialist at Syriatel Mobile Telecommunication
September 1, 2009 - December 31, 2011Updated and improved customer service department processes to meet quality standards. Monitored employee interactions and provided actionable feedback. Analyzed quality of complaint handling to recommend process improvements, resulting in a 10% improvement in customer satisfaction. Collaborated on quality assurance measures and prepared reports for senior management. Coached team members on best practices to foster service excellence.
Contact Center Representative at Syriatel Mobile Telecommunication
July 1, 2007 - August 31, 2009Responded to customer inquiries and resolved issues to ensure high satisfaction. Managed high call volumes efficiently, achieving a 95% first-call resolution rate. Documented interactions meticulously in CRM systems. Collaborated with team members to improve service quality and consistently exceeded performance metrics.
Services Marketing Specialist at Syriatel Mobile Telecommunication
June 1, 2021 - February 28, 2025Spearheaded the design and development of new service features, offers, and applications based on customer behavior and market trend analysis, driving revenue growth and market penetration. Conducted comprehensive market research and collaborated cross-functionally with sales, product development, and IT teams to align marketing strategies with business goals. Managed end-to-end marketing campaigns resulting in a 15% increase in customer acquisition within the first year. Delivered presentations and reports to senior stakeholders and maintained strong relationships with external and internal stakeholders. Optimized vendor relationships and budgets while mentoring team members to foster innovation and team dynamics.
Marketing Executive at SAWA ISP
November 1, 2016 - December 31, 2020Developed and executed digital and offline marketing campaigns for internet services including fiber, broadband, and enterprise solutions. Conducted market research and competitive analysis to inform data-driven marketing strategies. Enhanced brand visibility through consistent messaging and content creation across multiple platforms. Managed SEO, SEM, email marketing, and paid social media campaigns to maximize lead generation. Supported customer acquisition and retention efforts via loyalty programs and referral campaigns. Analyzed campaign performance with Google Analytics and CRM systems and coordinated marketing events to boost brand exposure. Managed marketing budget efficiently.
Customer Service Quality Monitoring Supervisor at SAWA ISP
January 1, 2013 - October 31, 2016Reviewed and evaluated customer service interactions to ensure adherence to company standards and policies. Designed and implemented quality assurance guidelines tailored for internet service operations. Generated quality reports and dashboards to identify performance gaps and coached customer service agents to improve techniques and service quality. Collaborated with training teams to address skill gaps and optimized quality monitoring tools to streamline evaluation. Worked closely with technical support and customer care teams to align service quality with operational objectives. Led and mentored a team of quality assurance analysts.
Customer Service Quality Monitoring Specialist at Syriatel Mobile Telecommunication
September 1, 2009 - December 31, 2011Updated and improved customer service processes to enhance satisfaction and operational efficiency. Monitored employee-customer interactions and provided feedback to maintain quality standards. Analyzed complaint trends to recommend process improvements, achieving a 10% improvement in customer satisfaction scores. Collaborated with cross-functional teams on quality assurance measures and reported findings with strategic recommendations. Coached team members on best practices to foster service excellence and teamwork.
Contact Center Representative at Syriatel Mobile Telecommunication
July 1, 2007 - August 31, 2009Handled a high volume of customer inquiries professionally and efficiently, achieving a 95% first-call resolution rate. Documented interactions meticulously in CRM systems and collaborated with team members to improve service quality. Consistently met and exceeded performance metrics including call handling time and customer satisfaction scores.
Education
Master of Business Administration at Syrian Virtual Unvirsity
January 16, 2022 - December 22, 2024Bachelor in Mass Media and communication at Damascus University
September 15, 2008 - June 26, 2018Master of Business Administration at Syrian Virtual University (SVU)
January 1, 2021 - December 31, 2024Bachelor Degree at Damascus University
January 1, 2018 - December 31, 2018Master of Business Administration at Syrian Virtual University (SVU)
January 1, 2022 - December 31, 2024Bachelor Degree at Damascus University
January 1, 2018 - December 31, 2018Master of Business Administration at Syrian Virtual University (SVU)
January 1, 2023 - December 31, 2024Bachelor Degree at Damascus University
January 1, 2018 - December 31, 2018Qualifications
google analytics
April 20, 2024 - May 20, 2025Digital Marketing & E-commerce Professional Certificate
June 1, 2025 - June 30, 2025People and Soft Skills for Professional and Personal Success
May 1, 2025 - May 31, 2025Google Analytics Course
February 1, 2024 - February 28, 2024Feasibility Study Course
July 1, 2024 - July 31, 2024Think Agile Course
June 1, 2023 - June 30, 2023Excel Intermediate Course
March 1, 2022 - March 31, 2022Certificate of Completion for Instruction in English as a Foreign Language
April 1, 2010 - April 30, 2010Digital Marketing & E-commerce Professional Certificate
June 1, 2025 - June 30, 2025People and Soft Skills for Professional and Personal Success
May 1, 2025 - May 31, 2025Google Analytics Course
February 1, 2024 - February 28, 2024Feasibility Study Course
July 1, 2024 - July 31, 2024Think Agile Course
June 1, 2023 - June 30, 2023Excel Intermediate Course
March 1, 2022 - March 31, 2022Certificate of Completion for Instruction in English as a Foreign Language
April 1, 2010 - April 30, 2010Digital Marketing & E-commerce Professional Certificate
June 1, 2025 - June 30, 2025People and Soft Skills for Professional and Personal Success
May 1, 2025 - May 31, 2025Google Analytics Course
February 1, 2024 - February 28, 2024Feasibility Study Course
July 1, 2024 - July 31, 2024Think Agile Course
June 1, 2023 - June 30, 2023Excel Intermediate Course
March 1, 2022 - March 31, 2022Certificate of Completion for Instruction in English as a Foreign Language
April 1, 2010 - April 30, 2010Industry Experience
Telecommunications, Media & Entertainment, Software & Internet
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
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