🚀 Branding Strategist & Marketing Expert - Consultant -Trainer Improve your brand with daily branding posts

◉ Have you ever felt frustrated by the noise and confusion of online branding? 

◉ Are you tired of seeing companies make costly mistakes in their brand identity and development? 
I was too. 

That's why I'm on a mission to help businesses build powerful brands that stand out in today's crowded marketplace. 
But my journey wasn't easy - it was filled with challenges, risks, and tough decisions. Let me take you on a hero's journey through my story, and how I overcame these obstacles to become a successful branding strategist and designer.

I am a branding strategist and designer, driven by the existence of problems in the way companies are created and developed, along with major mistakes in building their brands and identities in a time of massive noise from brands online. 

I have experienced firsthand the conflict between what the company owner or establishment needs and the things they seek to implement, leading to a conflict in goals, direction, and vision. With visible elements of brands executed in a somewhat primitive manner, I saw the need to step up and make a difference.

The road to success is never easy, and I have faced my fair share of difficulties and challenges.
 Most business owners are focused on making profits today, without addressing strategic matters that benefit in the long term. 

They want advertising campaigns for them, not strategic plans. This is where I come in. I have been able to overcome these challenges by creating tangible plans with results on both the short and long-term axes. My approach allows business owners to see financial results quickly while improving their brand's visual appearance, leading to long-term success.

↳ One of my success stories is Zuhur Al-Shifa, a restaurant specializing in grilling and Iraqi cuisine located in Amman, the capital city. 

When I first started working with them, it was just an ordinary restaurant belonging to the popular category. But with our team's help, we were able to make a big difference in the way the service was provided, the staff, and the restaurant's special designs. 

↳ We created a unique identity for the brand and prepared customers to be fully ready to go to the restaurant through targeted advertising campaigns. Today, Zuhur Al-Shifa has its own unique identity and is an echo of the brand name in the markets.

❝ My diverse experiences in many sectors, including design, marketing, training, and branding, make my work unique. My expertise has been gained through working in many important key areas for the success of any business ❞

Bassel Hallak

novomind MEA

With hanseatic roots from Hamburg/Germany and technology in use worldwide. Since 1999 novomind develops intelligent customer service & eCommerce software, and now its the one of the European technology leaders in this business field. novomind supports more than 300 companies with over 400 employees.
novomind MEA is the Middle East and Africa subsidiary of novomind AG. novomind's mission is to empower businesses by focusing on their customer's goals.

Commercial Director

Cx Strategist

OUTSOURCY

•	Analyzing data and market trends to identify new opportunities and challenges.
•	Monitoring financial performance and budget allocation for the commercial departments.
•	Managing and motivating a large team of sales, marketing and customer service professionals.
•	Overseeing the design and execution of product launches, advertising campaigns, pricing policies and other promotional activities.
•	Assessing customer feedback and satisfaction levels and implementing improvements.
•	Assisting with hiring, training and evaluation of commercial staff.
•	Leading negotiations and partnerships with external stakeholders.

Chief Commercial Officer (CCO)

Roshan (TELECOM DEVELOPMENT COMPANY AFGHANISTAN)

• Create vision, drive strategy, outline the roadmap and execute approach towards the organizational transformation to customer centric. 
• Drive innovative strategies that deepen our customer understanding, respond to changing customer expectations and capitalize on new opportunities.
• Be accountable for driving change across the organization globally to continually improve customer experience.
• Lead customer experience discipline across the commercial organization, working with key partners in marketing, sales, customer care and other cross functional.
• Provide oversight and governance of the customer experience, ensuring VOC is factored into requirements development and in continuous alignment with customer expectations.  
• Manage the end-to-end process of guiding business stakeholders through workshops & ideation sessions to solve complex customer problems.
• Ensure customer experience team collaborates across business functions, consistently driving for process improvement to enable delivering great end-to-end customer experience across stages, channels & touchpoints in the customer journey.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team.
• Develop key performance indicators that measure and track program performance. delivery ROI on identified transformation opportunities for customer experience.
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
• Assess marketing strategy in terms of product design, pricing, target audience and segmentation, high value customers proposition to improve the loyalty and satisfaction of customers. 
• Review the branding strategy according to customers perspective, type and clarity to ensure the effectiveness of communication.

Director Customer Experience

• Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center.
• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.
• Lead an effective resource planning team, ensuring that resource is fully utilized, and any contact demand is effectively covered.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies, Telephony and CRM to create a cost-effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in customer experience.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Head Of Customer Care

Mozdan

•	Develop and implement departmental policies and processes pertinent to the effective and efficient operation for customer care.
•	Stablish call center in terms of policy/processes / KPI’s and performance management.
•	Develop an end to end solutions for after sales functions to support the company vision. 
•	Enhance customer experience through alignment and innovation using customized CRM.
•	Responsible for employee’s knowledge/skills and development by Structures the required training.
•	Associates with the management team to align customer service department policies and system with the company's objectives.
•	Oversees customer issues and ensure effective and long-term problem resolution.
•	Maintains in-depth working knowledge of Company systems and processes.
•	Sets performance standards to meet service goals of company.
•	Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.
•	Analyze the diagnose to enhance the departmental operation interaction to close all the gaps for better customer experience.

Customer Relation Senior Manager

Etisalat Afghanistan

•       Define/ implement strategies for retention/ enhancement of existing market share in the assigned territory
•	Build/ implement productive business relationship with existing clients and prospects in identification/ development of new business opportunities
•	Collate market intelligence on competition and other market trends for restructuring of business strategies
•	Prepare and ensure compliance to department budgets for maintenance of organizational bottom lines
•	Optimize resource utilization and streamline processes to enhance productivity/ profitability
•	Implement incentive programs to enhance productivity of the sales team
•	Monitor performance of team members and render productivity enhancement feedback
•	Conduct need based training sessions for team members based on identified training needs
•	Enhance client satisfaction through prompt resolution of issues and qualitative service delivery
•	Involved in recruitment and development of sales personnel
•	Prepared detailed/ accurate sales forecasts. Set up infrastructure/ systems to support sales function
•	Maintain updated data related to customer and prospect interactions
•	Collaborate with the marketing team in implementation of channel and partner programs
•	Guide team members in closing critical business deals

VP Sales

•	Maintained regular interaction with various support departments like Finance, Technical, IT, HR, Sales to ensure smooth functioning of day to day regional operations
•	Evaluated regional progress and ensured compliance to project delivery schedules and other SLA parameters
•	Conducted portfolio analysis pertaining to regional and revenue enhancements
•	Enhanced market penetration through setting up of regional partnerships
•	Involved in evaluation of regional performance for identification/ translation of gaps into regional actions
•	Groomed/ mentored team members in accomplishment of business targets
•	Defined/ implemented multiyear business and profitable growth strategies for regions to enhance market share
•	Generated brand awareness through evaluation of economic factors, demographic trends and competitive strategy
•	Interacted with customers for collation/ understanding of business requirements

Regional Director

•	Collaborated with channel management in rendering support to product sales (tools, trainings)
•	Enhanced market penetration through setting up of effective network infrastructure
•	Worked on prospective customer acquisition through implementation of strategic channel architecture
•	Organized training sessions for team members based on identified training needs and specific business requirements
•	Developed relationship across business zones to enhance performance and sales results in compliance to organizational processes/ procedures
•	Groomed/ mentored regional sales teams in accomplishment of business targets
•	Defined policies for regional dealers, retail shops and sales force
•	Functioned as single point of contact in the regions for support to retail shops and local dealers managers to enhance subscriber base
•	Standardized retail shops through reengineering of display, furniture and designs
•	Defined/ implemented communicate standard, rules, regulations, policies and criteria for franchisee contract

Retail Sales Senior Manager

•	Groomed/ mentored regional sales teams in accomplishment of business targets
•	Enhanced market penetration through setting up of effective network infrastructure
•	Evaluated sales figures/ forecasts to enhance profits
•	Managed day to day administrative aspects of team members encompassing performance evaluation, training & development
•	Defined business strategies based on evaluation of market trends

Retail sales manager

Mobinil

•	Involved in setting up of new locations including staffing, resource allocation and establishment of company identity
•	Groomed/ mentored franchise shops staff/ team leaders/ supervisors in accomplishment of organizational business objectives
•	Defined/ ensured compliance to organizational policies and procedures across franchise shops

Regional sales senior supervisor

At novomind MEA, leadership in commercial strategy and customer experience innovation is not just a role—it's a mission. With a focus on harnessing customer goals, my work as a Commercial Director and Cx Strategist is centered around empowering businesses to excel. Leveraging my extensive background, I've been pivotal in developing and executing strategies that elevate the customer journey and drive commercial success.
I am a seasoned executive with over 20 years of experience in customer experience management (CEM) and sales optimization within the telecommunications industry. with a proven track record of success in transforming customer service operations, boosting sales performance, and driving business growth. Throughout my career, I held senior leadership positions at leading telecom companies like Roshan and Etisalat Afghanistan, where he implemented strategic initiatives that yielded significant improvements in profitability, customer satisfaction, and market share.
Key Strengths:
•	Customer Centric Transformation: Successfully transformed contact centers from cost centers to profit centers through strategic vision, operational optimization, and customer-centric approaches.
•	Sales & Distribution Expertise: Achieved market share growth through customer acquisition and retention strategies, established effective low-cost distribution channels, and implemented successful partnerships.
•	Performance Optimization: Utilized business KPIs and performance management processes to enhance profitability and operational efficiency.
•	Business Development: Developed new business opportunities by launching innovative sales channels such as kiosks and affiliate programs.
•	Leadership: Established strong regional department structures to optimize recruitment, processes, and operations across diverse regions.
•	Project Management: Successfully led the implementation of key projects like CRM systems, E-learning platforms, and shop-in-shop alliances.
Top Achievements:
•	Transformed a call center into a profit center with a 36% margin increase.
•	Reconfigured Sales & Distribution channels to enhance performance and customer satisfaction.
•	Launched and managed untraditional sales channels (kiosks and affiliate program) to significantly improve market penetration.
•	Implemented Etisalat Intranet project to enhance information flow and employee awareness.
•	Developed and implemented shop-in-shop alliances to strengthen brand presence through franchises.
•	Designed and deployed a Customer Relationship Management (CRM) system.

taplio

The Battle

Bassel Hallak

Mamdouh M.

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