OUALID LAATI
Summary
Strategic and results-focused Head of Sales & Operations with a strong record in driving growth, optimizing team performance, and enhancing customer satisfaction. Known for building high-impact sales strategies and fostering a customer-first culture that consistently exceeds targets.
Overview
10
10
years of professional experience
Work History
BUSINESS OPERATIONS DIRECTOR
BoF-up
10.2023 - Current
- Oversee all operations and business activities to ensure they produce the desired results and are consistent with the overall strategy and mission
- Offering expert consultation services to clients and internal teams, providing strategic insights to enhance digital marketing efforts and overall brand positioning
- Leveraging data-driven approaches to identify opportunities for improvement and optimize digital strategies
- Review financial and non-financial reports to devise solutions or improvements
- Overseeing the strategic direction, design, and marketing for different brands
- Implementing innovative and effective marketing strategies to enhance the brand's visibility and appeal
- Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth
- Maintain a deep knowledge of the markets and industry of the company
- Developed and implemented strategic plans to achieve overall company objectives, resulting in improved market share and revenue growth.
- Established robust risk management strategies to mitigate potential threats to the organization''s growth trajectory, protecting shareholder value in the long term.
- Built high-performing teams by recruiting, training, and mentoring skilled professionals who contributed to the organization''s success.
- Managed budget planning and financial analysis processes, ensuring accurate forecasting and optimal resource allocation for maximum returns on investment.
- Streamlined business operations by implementing efficient processes and procedures, leading to reduced costs and increased productivity.
BUSINESS & STRATEGY CONSULTANT
Freelance
01.2022 - Current
- Promoted team productivity through successful program and financial management and utilization of CRM systems.
- Designed innovative solutions to complex business problems, resulting in significant cost savings for clients.
- Collaborated with executive leadership teams to define long-term organizational goals and develop strategic roadmaps to achieve them.
- Strengthened team productivity and communication through effective collaboration tools and processes.
- Delivered impactful presentations to key stakeholders, securing buy-in for critical strategic decisions.
- Achieved successful project outcomes by conducting comprehensive market research and competitive analysis.
HEAD OF SALES & MARKETING
1 Clean Air
04.2024 - 11.2024
- Directed a dual-focused B2B and B2C sales team, overseeing account managers and sales representatives to meet and exceed company revenue targets.
- Revamped existing SOPs and introduced new sales strategies, aligning operations with weekly, monthly, and yearly objectives.
- Increased weekly bookings from 165 to over 200 in the first week by restructuring team schedules, ensuring optimized line coverage and a higher answer rate.
- Month-by-month progression: $321K to $378K (Month 1); up to $466K (Month 2); and $435K in Month 3 against a $400K target, achieving a consistent positive growth trajectory.
- Launched a targeted CTA marketing strategy with rapid response times (within 2 hours), resulting in an additional $35K in revenue
- Delivered tailored coaching sessions focused on individual strengths, script optimization, objection handling, and weekly best practices. This approach enhanced team performance and fostered a high-performing culture.
- Enhanced customer loyalty by developing tailored solutions that addressed their unique challenges and promoted long-term success.
SENIOR TEAM-CHANNEL MANAGER
Amazon
10.2021 - 10.2023
- Led a team of 25 Customer Service Associates (CSA) for the email support channel, focusing on response time optimization, customer experience improvements.
- Conducted template reviews, optimized CX experience, and implemented tracking systems to address customer complaints & CSAT.
- Increased Customer Satisfaction (CSAT) from 67% to 86% and reduced Average Handle Time (AHT) from 9 minutes to 6 minutes within weeks.
- Enhanced best practice sharing from 600 entries to 1,034 over six months by creating a task force, direct communication channels, and a new tracking dashboard for visibility and stakeholder engagement.
- Developed a live-tracking dashboard to capture daily metrics and ensure transparency across the team.
- Established a recognition program for best practices, empowering the quality team to select exemplary practices for global sharing and consistency Led the team to achieve 34% of total project revenue twice in six months, ranking as the top-performing team 4 out of 6 months
- The rest is subject to NDA
SENIOR SALES MANAGER
BeinMedia group
03.2021 - 10.2021
- Managed a team of 16 sales representatives with a focus on driving revenue in the MENA region, implementing sales strategies that align with regional customer expectations.
- Deploying the right strategies targeting performance improvement
- Transitioned from a traditional sales model to a consultative approach, focusing on customer needs and improving communication.
- Delivered a 23% increase in monthly sales by emphasizing a consultative, customer-focused approach that strengthened rapport and communication.
- Developed a live-tracking dashboard to capture daily metrics and ensure transparency across the team.
- Coordinating with marketing on lead generation
- Led the team to achieve 34% of total project revenue twice in six months, ranking as the top-performing team 4 out of 6 months
- Integrated upselling and cross-selling within the CX strategy through weekly coaching and live call reviews, driving quality improvements in customer interactions.
- Managing organizational sales by developing a business plan that covers sales, revenue, and expense controls
- Collaborated closely with marketing teams to develop targeted campaigns that drove significant increases in qualified leads and overall sales performance.
- Mentored junior SR in advanced selling techniques, resulting in accelerated progression and enhanced contributions to overall team success.
- Exceeded annual sales targets consistently by maintaining a proactive approach to lead generation and pipeline management.
TEAM MANAGER
Concentrix
06.2018 - 02.2021
- Analyzing the results of the activity and elaborating the right strategies for a better quality
- Ensure compliance with quality processes and standards defined by our clients
- Elaboration daily/weekly reporting for KPI tracking
- Conduct quality check on projet level
- Close follow up with Managers on quality indicators
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
QUALITY MANAGER
Concentrix
04.2017 - 06.2018
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Promoted a proactive approach to risk management within the organization, mitigating potential concerns before they escalated into larger issues.
Education
Associate of Applied Science - Software Engineering
ISTA OFPPT
Morocco01.2015
Skills
- Operational Excellence
- Business Analysis
- Organizational Development
- Operations Management
- Sales Coaching
- Sales operations
- CRM proficiency
- Pipeline Management
- Data Analysis
- Microsoft Office Suite
- Project Management & SOPs
- Business Development & Marketing
Languages
Arabic
Native language
French
Proficient
C2
English
Advanced
C1
Spanish
Beginner
A1
Certification
- Life Coaching certification
- Business & Data Analysis
- Coaching & training
Accomplishments
- Drove $3M+ Revenue in 5 Months: Spearheaded sales and customer experience strategies that generated over $3 million in revenue, consistently surpassing targets across B2B and B2C channels.
- Surpassed Revenue Growth by 40%: Implemented new SOPs and dynamic sales strategies, resulting in over 40% growth in revenue while enhancing operational efficiency.
- Achieved 400+ Weekly Bookings: Broke booking records by optimizing team scheduling and outreach, reaching up to 400+ bookings weekly.
- Boosted Customer Satisfaction by 19%: Elevated CSAT from 67% to 86% in under two months through revamped templates and improved communication processes.
- Reduced Handle Time by 30%: Enhanced service efficiency by cutting average handle time (AHT) from 9 minutes to 6 minutes, ensuring faster and more responsive customer support.
- Maximized Monthly Sales by 23%: Integrated consultative selling techniques and a customer-centric approach, leading to a 23% increase in monthly sales and achieving top rankings in revenue.
- Developed Real-Time Dashboards: Built dynamic dashboards for performance tracking, aligning team efforts with company goals and improving decision-making visibility for stakeholders.
- Expanded Best Practice Library by 50%: Led a knowledge-sharing initiative, growing best practices by over 50%, enhancing team alignment and quality standards.
Work Preference
Work Type
Contract WorkGig WorkFull TimeWork Location
RemoteImportant To Me
Career advancementCompany CulturePersonal development programsFlexible work hoursStock Options / Equity / Profit SharingInterests
Travel
Combat Sports
Guitar
Cooking
Timeline
HEAD OF SALES & MARKETING
1 Clean Air
04.2024 - 11.2024
BUSINESS OPERATIONS DIRECTOR
BoF-up
10.2023 - Current
BUSINESS & STRATEGY CONSULTANT
Freelance
01.2022 - Current
SENIOR TEAM-CHANNEL MANAGER
Amazon
10.2021 - 10.2023
SENIOR SALES MANAGER
BeinMedia group
03.2021 - 10.2021
TEAM MANAGER
Concentrix
06.2018 - 02.2021
QUALITY MANAGER
Concentrix
04.2017 - 06.2018
Associate of Applied Science - Software Engineering
ISTA OFPPT
Similar Profiles
Erika PearceErika Pearce
Business Operations Director at Malicious Liquids Inc.Business Operations Director at Malicious Liquids Inc.
Darren SummerDarren Summer
Business Operations Director at Echo Valley ConstructionBusiness Operations Director at Echo Valley Construction
Christian PryerChristian Pryer
Business Operations Director at ProofserveBusiness Operations Director at Proofserve