Sameer Ajjour
About Sameer Ajjour
Sameer Ajjour serves as the Vice President of Enterprise Service Operations at du in Dubai, United Arab Emirates, a position he has held since 2016. With extensive experience in the telecommunications sector, he previously worked at Mobily in various managerial roles, significantly enhancing customer service operations and driving revenue growth.
Work at du
Sameer Ajjour has served as Vice President of Enterprise Service Operations at du since 2016. In this role, he oversees a large team of over 2000 employees across six sites in Dubai, United Arab Emirates. His responsibilities include leading transformational programs focused on customer experience enhancements, digital adoption, and OMNI channel strategies. Prior to his current position, he worked as Senior Director of Enterprise Service Operations at du from 2014 to 2016.
Previous Experience at Mobily
Before joining du, Sameer Ajjour held various positions at Mobily in Saudi Arabia. He worked as VP of Business Customer Care Operations from 2011 to 2012 and as Director of Broadband & Business Services Center from 2009 to 2011. His tenure at Mobily also included roles such as Broadband & Business Services Centre Executive Manager and Customer Care Back Office & Complaint & Projects Manager. He played a significant role in launching initiatives that improved operational efficiency and customer satisfaction.
Education and Expertise
Sameer Ajjour earned a Bachelor's degree in Accounting from Jami'at Amman Al-Ahliyya, where he studied from 1996 to 2001. His educational background supports his extensive experience in service operations and customer care management within the telecommunications industry. His expertise encompasses transformational leadership, operational efficiency, and customer experience strategies.
Achievements in Customer Care and Operations
During his career, Sameer Ajjour has achieved significant milestones in customer care and operations. At Mobily, he improved the collection percentage in the Business Care Unit from 40% to 80%. He also launched the 'Unified Communication Interface' for business customers, achieving a First Call Resolution index of 88%. His efforts in outsourcing implementation led to a 30% reduction in staff costs and the establishment of multiple contact centers.
Leadership and Management
Sameer Ajjour has demonstrated strong leadership skills throughout his career, managing large teams and driving operational improvements. He has successfully transitioned service frameworks from outsourcing to managed services, focusing on segmentation and simplification of processes. His leadership in launching new revenue-generating initiatives has contributed to significant financial growth in the organizations he has worked for.