Solution Provider Awards Final Judges
2017 FINAL JUDGING CHAIR
Alaa Jamaleddine, Senior Back Office Advisor, DHL Express, Beirut, Lebanon
In 2007, while still pursuing his education, Alaa Jamaleddine started his career as a part-time call center agent with DHL Express–Lebanon. When he graduated, he resumed his career as a full-time employee, assuming many roles in the Customer Service Department throughout the years. DHL is a multinational company operating in more than 220 countries and having around 325,000 employees. Alaa’s job consisted largely of following up and communicating with these overseas facilities and offices. This taught him a wide range of skills and allowed him to be flexible in handling and resolving any type of customers’ claims or complaints, while avoiding any delays and meeting deadlines. Not only was he able to satisfy the customers’ concerns, but he also helped the organization to retain key customers and gain new ones.
As a Certified International Specialist, Alaa is designated coach and trainer for newcomers to the back office team. He trains new agents on how to empathize with a customer’s problems, and how to give their best when handling a critical situation. In 2015, Alaa was selected by the regional office to attend an Operational Excellence Training (OET), as he had demonstrated throughout the years a great ability and passion to analyze trends and forecasting. Not long after his return from the training, he initiated a work plan to reduce workload and increase productivity. With his wide analytical skills, Alaa conducted a study on network profitability that grabbed the attention of the country manager who made a price revision for a specific network product code that was below profit margin. This initiative helped the company provide customers with the option of Global Quality Control monitoring. To top it off, Alaa won the 2016 Gold Stevie® Award for Back-Office Customer Service Professional of the Year in the transportation industry.
Alaa is the holder of Extra Miler, Job Well Done, Hero of the Day, and Employee Of the Month certificates at DHL, and has been nominated for Employee Of the Year. Alaa graduated with a Business Administration Degree from Haigazian University in Beirut.
Salam Abdulhameed Al Ghoul, Business Managing Director
Medius Marketing Partners, Kuwait
With more than 12 years in the marketing & advertising field; handled international clients like RedBull, Burger King, Pizza Hut, Applebee's, Acura, and others from a variety of different categories. Started my own business lately with my partner and is looking forward to hit the market sector.
Tirupathi Anand, Strategy Advisor
Motivaluate Consulting & Training FZ LLC, Dubai, United Arab Emirates
Business and Corporate Finance Professional offering qualitative experience in Corporate Governance, Business Process Management and Strategic Planning. Proficient in mapping business requirements with proven ability in designing & implementing systems to achieve cost control & financial discipline and enhance the overall efficiency of the organisation.
Ibrahim Ballout, Export Sales Manager
Plasti Lab S.A.R.L, Beirut, Lebanon
Holds a BS from the Lebanese American University,Msc from HEC Liege, CPSM,Irca QSM certified. 12 years Sales&managerial experience in several Multinationals including GSK, DHL Express,Mauna Kea Technologies etc. Currently managing a team with a portfolio including 80 countries around the world.
Carmit DiAndrea, Director, Customer Contact Analytics
Charter Communications, Omaha, Nebraska, USA
Allison Graham, Resiliency Ninja (Founder, Author)
ElevateBiz, London, Ontario, Canada
Allison Graham is a business growth consultant, speaker and bestselling author. She's been featured in the media as an authority on sales and networking and has worked with some of North America's most influential brands. That's her public image. Behind the scenes, she's been dealt a series of difficult blows that magnify the collision between home and work. Her latest book, Married My Mom, Birthed a Dog: How to Be Resilient When Life Sucks, outlines her journey to becoming a Resiliency Ninja.
Jad Jamaleddine, Marketing Manager
JAMACO DMCC, Abu Dhabi, United Arab Emirates
A 12-year experienced professional in Sales & Marketing Management and Customer Relations, I spent most of them in the automotive sector for specially converted vehicles; where I managed a wide network of principals, government authorities, distributors, and chassis dealers within the GCC and part of Africa.
James Koons, Chief Privacy Officer
dotmailer, London, United Kingdom
James Koons is dotmailer’s Chief Privacy Officer, overseeing privacy, compliance and deliverability and serves as a member of the Operational Board of Directors for the UK’s largest email marketing automation provider. With over 25 years of experience in IT systems management and information security, Mr. Koons brings a broad range of expertise to the table. His passion for eCommerce began during his time at Amazon.com and has carried through to present-day at dotmailer. Working in both a tactical and strategic role, Mr. Koons enjoys “hands on” involvement just as much as the administrative and strategic guidance he provides. From testifying in Congress to speaking at major industry events, Mr. Koons is also a seasoned public speaker.
Mehmood Mansoori, Member of Executive Management and Head Marketing, Online Sales, IT, Customer Experience Management
HDFC ERGO General Insurance, Mumbai, India
Karen McFadzen, Director
Vision Training Australia, Haberfield, New South Wales, Australia
Karen’s executive leadership experience includes being Trustee on Cisco Foundation Board; Cisco executive for Asia Pacific; an Army Officer Australian Defence Force; leadership speaker and executive business coach. Karen holds a MSc (Sys Eng) Cranfield, UK is a graduate of Australian Defence Force Academy and Royal Military College Duntroon.
Dr. Ilker Met, Chief Enterprise Architecture and Chairman of the Board
Ziraat Teknoloji, Istanbul, Turkey
Ilker Met is a top-ranked graduate of Middle East Technical University, Department of Geological Engineering. Having his master’s degree from the same department in 1999, Mr. Met also had an MBA degree from Sakarya University. He completed his PHD in technology management field as the first-ranked graduate. Starting his career at Middle East Technical University in 1996, Mr. Met joined Ziraat Bank in 2000 as an Assistant Expert. After performing as an Expert, Supervisor, Project Management Department Manager and Senior Vice President respectively, Mr. Met is the Head of Enterprise Architecture Group since May 2015.
Ibrahim Zoghbi, Finance Director
Pillar Invest, Beirut, Lebanon
Ibrahim Zoghbi has over 7 years of experience between external audit, internal audit and accounting for a range of businesses including commercial, financial and public services.
Ibrahim received his Bachelor’s Degree from the Lebanese American University in 2008. He is a CPA and has obtained the ACCA Diploma in International Financial Reporting.
Ibrahim started his career at PwC where he obtained an external audit background with exposure to different industries. Ibrahim has also acquired experience in internal auditing as an Internal Audit Controller at Averda, a global provider of integrated waste management services with numerous partnerships with both private and public sector organizations.
Mr. Zoghbi currently holds the position of Finance Director for a group of companies managing investment funds.