Developed and implemented an effective sales strategy to achieve targeted sales volume and market share for the assigned portfolios to sales team. Managed all pre-sales solution and post-sales implementation activities pertaining to Customer Relationship Management. Developed budgets, forecasts, targets and KPIs for the sales department and ensure that they are aligned with the commercial and company strategy. Ensure achievement of agreed targets/KPI’s for assigned sales team.

Point of contact for Sales & Marketing Team in terms of Merchandising and reports. Expanding relationships with Clients by continuously proposing solutions that meet their objectives. Managing help desk support and ensuring timely response to queries raised by various stakeholders.Rolling out new version of CRM with suggested changes and improvements. Operation support Regular updates on resolution of issues, which were raised by the Client or Field teams. Develop open and effective channels of communication with client. Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.

Orders Processing Management - Managing team to process more than 1K Sales orders on daily basis for different products (Water, Fresh Juice, Dairy, etc.) thru ERP (Microsoft Dynamics NAV) in cut off time for various channels like Key Accounts, Food service hotels, Govt. institutions, Sheikhs Palaces, Traditional trade and Internal Customers, received by Emails/Fax/Phone/Web.

CRM Daily monitoring the customer complaints, Quality complaints, sales promotions, customer satisfaction surveys, etc. thru Microsoft Dynamics CRM.

ERP Support Providing immediate MobileNAV (ERP anywhere) support to sales teams for issues like NAV database synchronization, mobile application & Irtawi Cards.

Van Sales Operation - Managing more than 50 van salesmen in HOD (Home Office delivery) business with van sales automation technology i.e. MobileNAV.

CASH Handling -Monitoring daily CASH Collections & Submission to Bank on time.

Stock Recon Daily/Monthly reconciliation of CASH/CREDIT deliveries & system (ERP/Mobile) postings.

Co-ordination - To liaison with Production, Warehouse, Logistics & sales teams to ensure the products delivery in time.

? Provided nationwide support to Business Centers, Franchises, Contact Centers, Mobile Business Vans, Internal / External customers regarding postpaid/prepaid subscribers? issues escalated to CMT by various channels (CRM/Emails/IP phones).
? Performing root cause analysis of complaints thru Ericsson?s provided tools (WinFiol, MINSAT, TELESIS), Vendors? provided tools & escalation to concerned teams for in time resolution.
? Providing FCR (first call resolution) to internal customers calling over complaints support desk.
? Actively participate in UATs & FUTs for upcoming products and services (Double Number, MRBT, Call Screening etc.)
? Testing VAS, IVRs and Outsourced Services for uninterrupted delivery and their updates according to the changes brought in by time.
? Escalation of Network related issues and keep follow-up with technical departments for resolution in order to ensure optimum delivery of network in terms of coverage, quality and connectivity in given area.
? Complete knowledge of IN- Intelligent Network (tool: MINSAT), HLR Provisioning systems (tool: WinFiol) and vendors? tools for providing the best Value added Services.
? Assist with line to prepare management reports, Internal teams (Engineering, IT, VAS) reports, External teams (Vendors) reports, Network analysis reports on daily, weekly & monthly basis.
? To update all CS touch points through Network Updates (planned & sudden outages of IN, HLR, IT etc.)
? Manage communication between front & backend teams to ensure efficient complaints resolution.
? Dealt complex situations quickly and effectively to maintained the Company?s Service level to the max.
? Development of strategies to improvise the procedures, focusing on mini

ACHIEVEMENTS:-

? Highest Team Lead?s score in Contact Centre 321 Inbound Operations i.e. 93.42% [in 1.5 year].
? Consecutive two times Employee of the Month and Team of the Month titles in Cont

• Management of Sales Teams, setting directions, ensuring the productivity.
• Conducted annual customer satisfaction surveys.
• Establishing trainings for new resource for speeding profitability.
• Developed excellence in sales training & mass-market accounts.
• Responsible for customer relationship management, follow up & closure of all customer complaints.

ACHIEVEMENTS:-

• Received company’s highest sales of the quarter.
• Promoted as Sr. Executive Corporate Sales from Executive Corporate Sales.
• Increased the sale from Rs. 0.2 million to Rs. 0.4 million by converting inbound inquiries into sales.