1. Wael Bouz
Service Manager – Electronic Engineer
Jeddah, Kingdom of Saudi Arabia
Phone: +966 55 132 8880
E-mail: wael_bouz@yahoo.com
Personal information
Date of Birth: 09.02.1972
Nationality: Syrian.
Marital Status: Married
Education
Bachelor in Electronic Engineering- 5 years (Aug, 1998)
Skills & Profile:
Sixteen years of experience in mobile service management and leading team works to maintain and achieve
company and vendors KPI’s. These years were spent by passing the many of achievements.
Excellent utilization of computer (Office applications) and networks.
Main language is Arabic.
Fluent in reading writing and conversation in English.
Very good communication skills.
Excellent contribution in team works.
Management skills.
Decision Maker.
Customer Oriented.
Expert in Developing, Strategies, Processes, Gap analysis and Action plans.
Achievements:
- Establishing the first Service Center in the company and setting up the first KPI’s and standards.
- Establishing a Service Network connected to the Main Service Center, that we have spread the service
network over the entire Kingdom main and remote cities which reached max 60 service points and 3 service
centers, and that was varies depending on the long term P&L.
- A part of team work to certify the company with ISO 9001, ISO 14001 and ISO 18000 (AHSA).
- Creating an inventory management system which still working so far around the service facility Kingdom
wide.
2. Resume: Wael Bouz
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- Managing and maintaining the KPI’s within the green areas (TAT, BB and Reporting) in NOKI Authorized
SC.
- A part of team work which established and create the in-house system of work (Star-5). This system is
working up to date and control all the transactions and stocks in real time.
- Direct establishment and management of NOKIA Care Project which was the first branded NOKIA Service
Centers in the Kingdom and with 8 branches around the territory (Jeddah, Riyadh-1, Riyadh-2, Dammam,
Madinah, Khamis Mushait, Qatif and Haiel), the 9th
branch was in Cairo-Egypt.
And that was after preparing and winning in NOKIA bidding for this purpose.
- Starting, finalizing and maintaining Service Contracts and Agreements with NOKIA, Samsung, HTC and
Lenovo.
- Working on and preparing Service Agreements with Archos, LG, Motorola, SONY, Asus.
- Preparing Service Agreements with clients such as Wadi Distribution.
- Developing and implementing the processes of Service for example and not limited to, Temp Phones, Swap
Operation, Spare Parts Fulfillment and Forecasting, Pending Management, MRC and other procedures
according to the vendors NOKIA, Samsung, HTC, Lenovo and Others.
Historical Experience
I- Service Manager (01.03.2000 – Present)
Al-Haddad Telecom (Jeddah, Kingdom of Saudi Arabia)
Period Task Employer Area
Apr, 2015 – Present Service Development Manager Al-Haddad Telecom Jeddah-KSA
Jan, 2014 – Apr, 2015 Service Operation Manager Al-Haddad Telecom Jeddah-KSA
Jan, 2002 – Dec, 2013 Service Manager Al-Haddad Telecom Jeddah-KSA
Sep, 2000 – Dec, 2001 Service Center Supervisor Al-Haddad Telecom Jeddah-KSA
Mar, 2000 – Aug, 2000 Service Engineer Al-Haddad Telecom Jeddah-KSA
Summary of Responsibilities
- Service Development Manager Apr, 2015 – Present
Responsible on developing the service processes and procedures of mobile phones service facility in the aspects of customer
service and back end work flow. Also evaluating and negotiating the contracts with vendors (Samsung, HTC, Lenovo,
NOKIA and others) and clients to reach the company requirements are from my tasks as we'll.
- Service Operation Manager Jan, 2014 – Apr, 2015
Responsible on handling particular brands of mobile phones by following up the process of service from A to Z. Starting
from setting up the vendor requirements and not ending with complying with the processes and procedures.
Also responsible on managing the front end of service centers in the company to fulfill all the requirement of customer
service and customers satisfaction using all the potentials available in the work environment. Enhancing customer service
performance by bouncing the experience into the operational and technical operations. Also attending strategy meetings
with high management to present and discuss the annual financial plans as AOP, Outlooks and ROB's on weekly, quarterly
and annual basis.
3. Resume: Wael Bouz
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- Service Project Manager Jan, 2002 – Dec, 2013
Responsible on establishing a service project in the company by completing a service network designed to support the
service activities in the company.
Responsible on establishing a service project between the company and service vendor by establishing branded service
network of NOKIA Care in and out the kingdom of Saudi Arabia.
Responsible on the production of the main service center in the company (Service Zone) which was authorized by the
biggest vendor (NOKIA) and the main responsibility achieve the production and KPI’s targets.
Responsible on the front-end and back-end in the one of two service centers in the company located in Riyadh to achieve the
targets of KPI’s. and that was after renewing the old service center in Riyadh and reestablishing the process from the
beginning.
- Service Center Supervisor Sep, 2000 – Dec, 2001
Responsible on the first service center in the company.
- Service Engineer Mar, 2000 – Aug, 2000
Responsible on servicing various models of mobile phones.
II- Maintenance Engineer (Sep, 1999 – Dec, 2000)
PTT (Syria)
Summary of Responsibilities
Responsible on the maintenance of equipment and tools which serving one sectors of the city. that was after graduation
directly.
Final Statement - Objectives
A motivated, adaptable and responsible Electronic Engineering graduate seeking a position in a Telecom or
Technology Service Engineering which will utilize the professional and management skills developed through past
work experiences in this field. I have a methodical, customer-focus approach to work and a strong drive to see things
through to completion.
