Flying Squad - CRM Sales Simplify and Transform
TNT express
مجموع سنوات الخبرة :5 years, 7 أشهر
Project Implementation - CRM Sales
Train local project team
provide tool and expertise
looking over all implementation
Process alignment
Responsible for the implementation in three countries
KSA-BH -JO
• To ensure that professional call and case standards are maintained through consistent coaching.
• To conduct regular calibration benchmarking sessions.
• To evaluate call standards through live and remote monitoring and auditing and provide constructive feedback to managers and team leaders.
• To proactively identify individual and group training needs and skills gaps where relevant and work closely with the training function to deliver remedial solutions.
• To ensure that professional call and case standards are maintained through consistent coaching.
• To conduct regular calibration benchmarking sessions.
• To evaluate call standards through live and remote monitoring and auditing and provide constructive feedback to managers and team leaders.
• To proactively identify individual and group training needs and skills gaps where relevant and work closely with the training function to deliver remedial solutions.
• To identify and deliver individual and group coaching sessions to any customer service employee as required
• To support Team leaders with On-Job training as required.
• To ensure a strong focus on Customer Service Competencies development and quality in order to delight customers enabled by effective coaching and consistent performance feedback processes.
• Effective and efficient management of internal programs and measurements that are indicators of likely customer satisfaction, including Call and Case Monitoring tools.
• To act as an ambassador for TNT’s focused on Customer Experience within and outside of the company.
• At anytime and anywhere perform the activities and display the behaviors that are designed to deliver a distinctive Customer Experience. These activities and behaviors are highlighted in the "Delighting Customers" core competency and in any additional Customer Experience behavioral guideline applicable to the role.
• Design and implement training program for the customer service department
• Developing Manual for Training needs
• Customer service strength and weakness analysis
• Process implantations
Floor supervisor
People management
conflict management
Motivation and communications
Ensuring process work flow is managed.
Complaint management and solving
Ensure customer satisfaction
Reporting
Handling customer enquiries
Internal Auditor for process and work flow
Ensuring customer satisfaction
Interpret and communicate company procedures to staff
Communicate with other department and different managerial levels to solve problems
Coaching staff on new procedures and activates
Work with and develop the current prospect database within specified business sectors to generate effective leads & exceed sales targets for the business
Develop a sales contact plan to include cold-calling, direct marketing, and Attending industry events to build relationships with key prospects
Undertake desk based research to support the Business Development Managers in identifying new lead opportunities.
Develop propositions, presentations and reports, as required by the Business
Process Optimization
Communicating new product developments to prospective clients
Work on sales follow-up activities.
Plane Marketing Activists and Campaigns
arranging for the effective distribution of marketing materials
communicating with target audiences and managing customer relationships
planning E-Marketing activities
Customer service and accounting
Promotes/sells/secures orders from existing and prospective customers through a relationship-based approach.
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Demonstrates products and services to existing/potential customers and assists them in selecting those best suited to their needs.
Promotion and marketing of new Cars and prototype (Special Focus GCC Customers )
Supplies management with oral and written reports on customer needs, problems, interests, competitive
Amazon .de (Germany, Bad Hersfeld ). Area Supervisor (lead) 01.2.2010 to 1.3.2011
Conflict management
Daily management, of the group process (30 worker ) Multinational
Coordination & communication
Process Lead. picking, packing, shipping, inbound, outbound
Productivity measurement through Internal system
Problem solver, coding Error, Duplications of articles, wrong invoicing.
People Management
Reporting to Area Manager
Lead cross-functional team tasked with solving operational problems
application of 5s process and Kaizen Concept
Continuous development and improvement of the production process in collaboration with the Area Managers.
In take: CFA (part 1) Certified financial analyst Otto von Gurick University Magdeburg (Germany) •Bachelor of Management & Economics Specialization in (Finance & Banking ,Electronic business ) •Joint Bachelors Degree with Wadi International University. •Self Achievement Awarded an honored grade for thesis’ under the Islamic Finance & Insurance ,