Buisness Development Manager
Aramex International
Total years of experience :25 years, 10 Months
- Maintain and develop the relationship with customers through being the one-stop-shop contact point & acquiring new customer to achieve business growth.
- Forecasting Accuracy.
- Tight Budget Controls.
- Creative Business Development.
- Thorough Business Planning.
- In Touch With the Retail Reality.
- Strong Customer Relationships.
- In-Depth Product / Brand Knowledge.
- Fact Based Selling.
To ensure an outstanding end to end customer experience in place at every customer interaction channel that has a defined process with swift turnaround time.
- Provide solutions and initiative and understand customer’s need to improve customer experience
- Ensure high customer satisfaction level to retain customers
- Set KPI’s and conduct annual performance review.
- Assess Contact center performance and their action plan as per the country structure & Retail Outlet performance and their action plan as per the country structure
- Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated.
- Manage and achieve stations GCS service level and ensure proper timely resolution.
- Analyze complaint dashboard and put up an action plan with operations.
- Effectively plan and allocate needed resources and technology to maintain quality level across the customer service team
- Build awareness of the importance of customer service function across all the station’s functions and teams.
- Manage the revenue performance to achieve company’s short and long term targeted revenue and profitability through increasing cash & SME customers.
- Participate and contribute to the Department’s Strategic Planning Process with close collaboration with other functional groups within the Country/Area/Region.
Achievements :
- Sales League Q4 /2011 acquisition business to achieve 97% of Express target.
- Sales League Q2 /2012 to regain business of key account customer invoiced with 25, 000 $
- Initiated courier bonus program to pump cash flow last Q that had increased up to 25 % Vs Q1.
- Rationing system for monthly expenses for all branches that maintain with same level of quality, which contributed to the provision of 15% over all the station.
- CMT team counts on me as sales manager of BS teams.
- Highest team (telesales & outlet ) of gaining new FRT business with highest profit.
Responsibilities:
- Ensure excellent customer service is provided to customers in timely manner.
- Helping to develop a customer service policy for an entire organization.
- Managing and coaching a team of customer services staff.
- Handling face-to-face enquiries from customers.
- Establish that idea “One Stop Shop “to share the sales team to ensure good quality of a proper SLA.
Responsibilities:
- Maintain and develop the relationship with customers through being the one-stop-shop contact point & acquiring new customer to achieve business growth.
- Forecasting Accuracy.
- Tight Budget Controls.
- Creative Business Development.
- Thorough Business Planning.
- In Touch With the Retail Reality.
- Strong Customer Relationships.
- In-Depth Product / Brand Knowledge.
- Fact Based Selling.
Achievements :
- Acquired & Managing the biggest key accounts logistics projects for Mobinil, Vodafone, Raya Holding, Etisalat.
Providing a greater domestic distribution facility of delivery solution.
- Sales League Q2/ 2009 for best sales man to gain Moevenpick hotel bulk shipment tender ( 8 TON) 50, 000 $.
- Regain American University in Cairo( AUC) account for both type of service ( Express & Freight )
Responsibilities.
-Have expertise on product specification & pricing.
-Place orders.
- Requests and Follow-Up payments of L/Cs.
- Monitors production, gate release, and shipment.
- Notifies management of arrival of units.
- Control the stock and allocates units as per requests
- Track aging of stock.
- Collects data on product and prices
- Receiving and requests training on ordering system.
- Contacts sources to monitor production status.
- Secures appropriate documentation from Ports to support production and release as per Company requirement.
- Maintenance of sales product materials.
- Maintenance of sales personnel activity reports and follows up.
- Preparation of sales offers and follows up.
Achievements :
- Gain first fleet deal with Libyan National Security to deliver 100 Ford Vehicles ( 180, 000 $ )
Responsibilities.
-Respond to all Incoming Telephone Calls In accordance with DHL telephone behavior procedures.
-Revenue Generator to assist the team to achieve their cash targets & selling DHL products to account and cash customer
-Trace in/out bound shipments, Applying to reply all requests through DHL net work within regional standard Procedures.
-Import Trace Files, assist the team to reply all import trace files for the Inbound Shipments which held in the customs and respond to international Inquiries from sending country.
-Meet & Establishment Agree Call Back, Meet agreed call back with customers as established by junior CSA's and establish call back with trace cases in accordance with station and regional stander.
-Reported Customer's Complaints, through the E-Mail or STM depending on the nature of Complaint
- Perform Duties & Responsibility, of the CSA as outlined in position Ref. Operation Leads, monitor and evaluate all operation leads performed by CSA and reporting finding to SUL.
- Prepares Daily Activities to Senior Unit Leaders, for unresolved problems With CS. Department.
-Assist in CS Training, to ensure all the CS staff, new staff understand new training ideas and report feed back to CS manager.
- Administer Unite Staff Annual Leave, prepare the CSA for his/her staffs
- Unite annual leave plan for SUL's approval and administer the implementation of such plan.
-Pro-actively working with support staff to achieve common business Aims with the last up to date with the changes in the network to provide technical.
- Expertise and advice to proposed upgrades and new solutions
Responsibilities.
- Handling Customer requests regarding services of DHL.
- Managed all cash & account outbound shipments
- Ensure selling DHL’s products.
- Answer customers' calls during the available time
- Making daily reports the number of the walk customers & sold products
- Reported all Egypt cash outbound shipments.
Responsibilities.
- Pick-up & Deliver the customers Shipments.
- Collect the monthly invoices.
- Deposit all cash amounts in the Bank.
- Marketing and Promoting the member-ship cards of our Club Royal . - Give numerous presentations to new members to know the benefits of membership for our services.